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1.
Crossno JE Berkins B Gotcher N Hill JL McConoughey M Walters M 《Bulletin of the Medical Library Association》2001,89(2):170-176
OBJECTIVES: In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. METHODS: Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys. RESULTS: Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results. CONCLUSIONS: ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas. 相似文献
2.
[目的/意义] 持续改进用户服务是大学图书馆可持续发展的根基,但当前的用户服务研究对图书馆现实服务的提升作用不明显。尝试在图书馆引入定标比超法,为图书馆服务提供一种实用、有效的优化方法和改进思路。[方法/过程] 梳理当前图书馆服务优化的常用方法和定标比超在图书馆界的应用,提出多目标定标比超在图书馆服务优化中的实施流程。选择一家高校图书馆与两家目标图书馆开展实证研究,建立新信息环境下包括三大层次、11项二级指标和46个评价项目的服务评价指标体系,分析本馆用户服务劣势和目标馆优秀实践,拟定服务优化的赶超方案。[结果/结论] 定标比超法之于图书馆服务领域,是一种务实、有效且易于操作的方法,为图书馆管理与创新提供了新的思路;加入新媒体服务、新技术采纳等评价内容的指标体系为今后图书馆评估指标的制订发挥参考作用。 相似文献
3.
《Library & information science research》2002,24(2):169-194
This study develops and tests an instrument useful for evaluating the quality of academic libraries on the World Wide Web (Libweb). By consulting authoritative criteria used for traditional print resources and Internet/Web resources, a set of 68 essential indicators was generated and later reorganized and reduced to 16 criteria through factor analysis. After a survey of library experts, the instrument's reliability was verified by analysis of variance. Furthermore, a regression model considering both the respondents' demographics and the quality criteria was applied to identify 11 significant factors, which were later reduced to eight factors. These eight factors represent the most salient and nonredundant criteria. Two instrument forms are suggested for prospective users to evaluate academic Libweb quality and to construct and maintain a good site. 相似文献
4.
图书馆客户知识管理模式研究 总被引：5，自引：1，他引：4
探讨图书馆服务对象从读者、用户到客户的变化,辨析图书馆客户关系管理、图书馆知识管理与图书馆客户知识管理的不同,设计并解析由知识获取、知识组织、知识交互和知识应用四种主要活动与关系管理、技术管理、服务管理和机会管理四种辅助活动组成的图书馆客户知识管理模式。 相似文献
5.
This article examines salary conditions among the staff of Estonian university libraries. Previous research has shown that academic librarians are not always satisfied with their salaries, whether in developing or developed countries. The data used in this paper are based on a review of relevant literature and on the results of the original online survey created by the paper’s authors and administered in 2011/2012 in Estonian university libraries. The results are interpreted in the light of the literature, the legislation of Estonia, and the authors’ opinions, which are based on long-term working experience in Estonian academic libraries. The study concludes that the biggest challenge today for Estonian university libraries is salary: it is critical that these libraries increase their employees’ salary and thereby improve their economic status. We hope that the issues raised by this research will be helpful not only for library managers but also for library employees generally. 相似文献
6.
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2013,45(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
7.
Factors affecting customer relationship management practices in Thai academic libraries 总被引：1，自引：0，他引：1
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2011,(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
8.
《The Journal of Academic Librarianship》2023,49(5):102752
On February 24, 2022, Russia attacked Ukraine, an independent country. Although the topic of academic library assistance directed to Ukrainian refugees has appeared in the media, the review of literature demonstrated that these activities have not been documented in the scientific literature so far.The aim of the study was to find out what actions addressed to the Ukrainian refugees.Polish academic libraries took to help build social resilience in case of war.The study used quantitative and qualitative methods: the survey method and the heuristic method. The survey was sent to all directors of state academic libraries in Poland.The collected data were divided into the domains: institutional, social, physical and economical. These domains were then used to design a library model of building community resilience in case of war, and to describe the links between these domains.The multi-level spectrum of activities undertaken by the academic libraries in Poland to improve the situation of Ukrainians and described in this paper lead to the recognition that libraries: are important institutions of social trust, and in order to maintain this status, they have to respond to the needs of local communities on an ongoing basis. 相似文献
9.
《The Reference Librarian》2013,54(72):51-63
Abstract Even though every library, whether research, academic, public, special, or school will tailor their service to accommodate the specific needs of their customers or community, a common thread-our attitude toward customer service-bonds all librarians. How can we improve our desire to serve with a smile? Does a smile make a difference in customer service? What are some libraries doing to motivate their employees? How can we help one another on the job? This article will explore these and other related questions. Today's libraries are competing with a variety of information sources, some of which are easily available to the user through the Internet. In order to help preserve our most valued asset-our customers-libraries need to incorporate a well-developed, quality customer service program in their operational plan and budget. 相似文献
10.
《Journal of Web Librarianship》2013,7(1):63-78
Measuring quality of service in academic libraries traditionally includes quantifiable data such as collection size, staff counts, circulation numbers, reference service statistics, qualitative analyses of customer satisfaction, shelving accuracy, and building comfort. In the libraries of the third millennium, virtual worlds, Web content and remote customer populations mean that traditional measures of quality service are no longer complete. Applying methods to quantify effectiveness is vital to future success, and is a necessary precursor to examining quality of service. This case study of a small, virtual academic library, created to serve a non-traditional student population, faculty, and community, illustrates the use of measures such as the saturation rate of student population, the percentage of bibliographic sessions and orientations compared to number of courses offered, and Web site traffic patterns. As library services are affected by factors such as self-sufficient customers, declining physical collections, staff cuts, and increases in virtual traffic, all types of academic libraries may find it useful to implement the relatively uncomplicated data analysis explored in this article, in addition to established methodologies. 相似文献
11.
Awareness and understanding of copyright laws are critical in the proper administration of copyright in academic libraries. Data from 38 library staff and 4 head librarians was used in a sequential explanatory mixed methods approach to assess the level of awareness and understanding of copyright laws among library staff with regards to balancing user rights with rightsholder rights in academic libraries in Ghana. The data was collected using questionnaires and qualitative interviews. Though awareness of all the copyright laws, which was not influenced by the educational status of staff was high, the level of understanding was lower. Work experience, schedule of work and current position of staff significantly influenced the level of understanding. The generally moderate level of understanding of copyright laws for library staff; particularly for fair use and creative commons licensing, is a worrying development for copyright administration in academic libraries in Ghana. 相似文献
12.
对高校图书馆馆藏评估与优化的思考 总被引：9，自引：0，他引：9
简述了馆藏评估对图书馆发展建设的重要意义和作用,并以上海大学图书馆为研究案例,对该馆2007年入藏中文图书的使用流通状况进行了统计、比较和分析总结。在此基础上,指出图书馆应从定量和定性两方面进行馆藏评估及优化,应根据本校发展目标、学科设置、服务对象等多种因素,建立适应本校的科学合理的学术馆藏。 相似文献
13.
Mary Ann Venner 《Journal Of Access Services》2016,13(2):101-111
ABSTRACTThis article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed. 相似文献
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15.
Maija Berndtson 《Public Library Quarterly》2020,39(4):310-319
ABSTRACT The interest to improve library services is worldwide. Standards, various kinds of assessments and customer surveys are used as tools. To be more successful in their business libraries should pay more attention to the customer experience and use qualitative methods in evaluating services. Library Ranking Europe (LRE) is a pilot project which looks at public libraries from a customer perspective. The method is mystery shopping, anonymous visits to libraries. The aim is to create a ranking system that stimulates benchmarking. The ranking system consists of different factors – categories and subcategories – which reflect library services. In the evaluation, every category is scored. The LRE scale generates a ranking system that categorizes libraries according to the scores from one to six stars, from Poor to Exceptional. The system will be developed further but after five years of testing, we find that LRE offers a relatively easy way to compare public libraries in different European countries. It even makes it possible to evaluate and compare libraries in big cities and small villages. The ultimate goal of this method is to enhance quality development. 相似文献
16.
据调查,高校图书馆无线网络全覆盖率为49.2%,平均每馆拥有48端口交换机12台,服务器台数约10台,馆均数字资源存储总容量约44.3TB;在高校图书馆中,接入教育网的占61.2%的比例,主干网带宽在501-1000兆的占50%,馆员桌面接入带宽在100兆的占75%;高校图书馆计算机总台数约392953台;在图书馆集成系统中,汇文、金盘、ILAS系统用户占有率位居前三。指出要提高图书馆信息化设施建设状况,就需建立高校图书馆基金会,加强区域高校图书馆联盟成员间的协作,完善高校图书馆评估指标体系。 相似文献
17.
Joseph Deodato 《Journal of Web Librarianship》2018,12(1):1-27
The emergence of social media has radically transformed the way we create and consume information. These changes have in turn given rise to new models of librarianship centered on principles of participation, interaction, and collaboration. Over the last decade, academic libraries have eagerly adopted social media as a means of enhancing services and connecting with a new generation of users. But how exactly has this technology changed libraries? In what ways has the social web transformed library services or our relationships with users? This article attempts to assess the impact of social media on academic libraries in the United States through a review of the literature published since 2005. In particular, it looks at how academic libraries have used social media to improve or develop new services. By comparing published case studies with the theoretical literature, this article seeks to separate theory from practice and determine the extent to which the social web has transformed library practice. The author concludes that, despite several noteworthy examples, the majority of social library applications ultimately fail to live up to the transformative potential promised within the literature and that this failure may have more to do with philosophical rather than technical limitations. 相似文献
18.
Grace M. Jackson-Brown 《The Reference Librarian》2017,58(2):136-151
This study is an exploratory qualitative investigation of academic library blogs with the purpose of examining how the technology of blogging is evolving for reference and research purposes at particular academic law libraries. This study uses anthropological archive research methods to study the blogs’ posts and triangulates the study with librarian blogger interviews. It provides a look into possible future directions for blogging in academic law libraries that may serve as a model for other academic libraries. 相似文献
19.
《The Journal of Academic Librarianship》2021,47(6):102462
This study was carried out to analyse strategies regarding the use of social media for academic library services in Ghana. The research design was quantitative and adopted the survey approach. Questionnaires served as the main data collection instrument. The study population comprised of one hundred and ten library staff from public and private universities in Ghana. As indicated by the study results, the library staff agreed that there was a need for a well-formulated social media strategy to help academic libraries identify the most appropriate social media tools, establish contact with targeted audience, and increase engagement rates to enable an effective and efficient distribution of its resources and services. The results also indicated that the academic libraries, however, seem to neglect these strategies which could drive patrons' use of such platforms. Recommendations therefore suggest the need to implement social media plans and policies, user engagement, social media update, and dedicated staff with the requisite skills in the use of social media platforms for library services delivery. 相似文献
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