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1.
Total Quality Management (TQM) is a process which focuses on understanding customer needs and improving customer service and satisfaction. A TQM committee was created at the Devereux Foundation's Professional Library to assess user satisfaction and make recommendations for improving library services to better meet consumer needs. The committee distributed a satisfaction survey to 156 of the most likely library users and 84 (54%) were returned. Overall, survey results indicate that most consumers are satisfied with the materials and services provided by the Professional Library. Recommendations for improving library services and strategies for implementing these recommendations are discussed. 相似文献
2.
Jane Sweetland 《Health information and libraries journal》2000,17(2):77-82
This paper describes the impact of providing six users of the Health Facts Consumer Health Information Centre at Frenchay Hospital with health information. Comments from a previous user satisfaction questionnaire survey implemented by the researcher provided themes to explore. These were: (1) cognitive effects (2) affective effects (3) behavioural effects. Semi‐structured interviews were conducted with six consecutive users of the centre asking about a health problem for themselves. Health Facts information improved knowledge and understanding, reduced anxiety, and helped respondents accept and self‐manage illness, facilitated by quality of content and presentation. Everyone took some subsequent action in support of their condition. The centre saved users’ time searching for information elsewhere and staff were key players providing it. Information was shared with others, extending its impact. Increased publicity for the service was the main suggested improvement. Health Facts information was mostly rated higher than other information sources, and unexpectedly as high as information from doctors. Even well‐informed users gained new understanding. Health Facts information is highly valued, and complements advice given by health professionals. Findings reflect recent literature and government policy to get patients more involved in their own health care. The methodology may help other health information services investigate this subject. 相似文献
3.
AIMS AND OBJECTIVES: The study evaluates the Community Outreach Library Service at Wirral Hospital National Health Service Trust (WHNT). It considers the information seeking behaviour and information needs of primary care staff, and service effectiveness in meeting those needs. METHODS: A literature review established the current context and areas of best practice. The investigative case study used postal questionnaires to 250 primary care staff and an interview with the Community Outreach Librarian. FINDINGS: Themes emerged from the literature regarding information seeking behaviour, information needs, and meeting user needs through effective service delivery. Outreach services have value in terms of improving information skills and providing services at point of need. Time is a major constraint for both users and service providers. CONCLUSIONS: Investment is needed from appropriate funding sources to support the provision and marketing of outreach library services. Librarians benefit from sharing best practice. The continued evaluation of outreach library services is recommended. 相似文献
4.
The University of Florida Health Science Center Libraries created a task force representing various departments to review data from its 2004 LibQUAL+ survey. This review compared results from the 2002 and 2004 LibQUAL+ surveys, and the data from the Association of Academic Health Science Libraries 2004 cohort. The task force analyzed the key components of the LibQUAL+ survey: Affect of Service, Information Control, Library as Place, and user comments. At the conclusion of this review, the task force made recommendations and suggestions along departmental lines to meet the patrons' needs and expectations. In addition to following the task force recommendations, the Libraries independently implemented several new services and hired additional personnel after the completion of the 2004 survey. Combined, these changes should improve overall library service and increase customer satisfaction. Looking towards the 2006 LibQUAL+ survey, the task force will be convened in advance and will guide the entire process. 相似文献
5.
Jeff Williams Aileen McCrillis Richard McGowan Joey Nicholson Alisa Surkis Holly Thompson 《Medical reference services quarterly》2013,32(2):157-166
With nearly all library resources and services delivered digitally, librarians working for the New York University Health Sciences Library struggled with maintaining awareness of changing user needs, understanding barriers faced in using library resources and services, and determining knowledge management challenges across the organization. A liaison program was created to provide opportunities for librarians to meaningfully engage with users. The program was directed toward a subset of high-priority user groups to provide focused engagement with these users. Responsibility for providing routine reference service was reduced for liaison librarians to provide maximum time to engage with their assigned user communities. 相似文献
6.
OBJECTIVES: To compare the effectiveness and costs of providing information for patient care via librarian-mediated searches and information-skills training. METHODS: A questionnaire survey to library staff and health professionals in the North West. Data was collected on perceptions of services, satisfaction and service usage, allowing a cost analysis to be undertaken. Statistical data was analysed using Statistical Package for the Social Sciences (spss). RESULTS: Using satisfaction and use of skills as outcome measures, both mediated searches and information skills training are effective. A breakdown of costs per type of training session and literature search is provided. Cost-effectiveness is dependent on whether costs are viewed from a library or trust point of view. Providing information skills training does not reduce the volume of mediated-search requests. CONCLUSIONS: No one method of providing information for health professionals is more effective or cost-effective than another. A decision about which services to provide cannot be made on the basis of effectiveness or costs alone; the views of library staff and the health professionals they serve should also be taken into account. A proactive approach and targeting training towards those who are most likely to benefit may be an appropriate way forward. 相似文献
7.
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
8.
读者满意度调查是图书馆提高自身服务质量、促进自我发展的重要手段。为了了解读者对图书馆服务的满意程度及看法,自2007年起,东北林业大学图书馆每年都进行读者满意度调查。文章针对调查结果,剖析影响读者满意的内在因素,结合调查过程中发现的问题,探讨建立读者满意图书馆的举措。 相似文献
9.
读者满意度研究——以东北林业大学图书馆为例 总被引：1，自引：0，他引：1
读者满意度调查是图书馆提高自身服务质量、促进自我发展的重要手段。为了了解读者对图书馆服务的满意程度及看法,自2007年起,东北林业大学图书馆每年都进行读者满意度调查。文章针对调查结果,剖析影响读者满意的内在因素,结合调查过程中发现的问题,探讨建立读者满意图书馆的举措。 相似文献
10.
Background: Worcestershire Health Libraries provides services to all NHS and social care staff in Worcestershire. Despite intensive marketing, statistics showed low usage of the library service for professions allied to technical services and allied health professionals. Objectives: To discover why there was low usage of the library services using qualitative techniques and to use focus groups as a marketing opportunity. This article also aims to outline the processes involved in delivering focus groups, the results gained, and the actions taken in response to the results. Methods: Focus groups were conducted in two departments, Pathology and Occupational Therapy. The Biochemistry department (part of Pathology) had two focus groups. An additional focus group was conducted for all the Pathology education leads. Occupational Therapy had two meetings, one for hospital based staff, and the other for community staff. Results: Issues centred on registration, inductions, time, library ambience, multi‐disciplinary service and resources. The findings raised marketing opportunities and the process identified potential candidates for the role of team knowledge officer, to act as library champions within departments. It also identified areas in which the library service was not meeting user needs and expectations, and helped focus service development. Conclusions: Focus groups allowed an opportunity to speak to non‐users face to face and to discover, and where appropriate challenge both their, and library staff’s pre‐conceived ideas about the service. The information revealed gave an opportunity to market services based on user needs. 相似文献
11.
Hospitals are turning to total quality management (TQM) to lower costs of providing care. A hospital library in a TQM environment needs to embrace corporate goals while maintaining its accountability as a contributor to quality patient care. Alliant Health System (AHS) Library at Norton Hospital and Kosair Children's Hospital in Louisville, Kentucky, conducted a study to establish TQM benchmarks and to examine the significance of its role in clinical care. Using a methodology designed to allow both library user and nonuser to respond, 2,091 surveys were distributed to physicians and nursing and allied health personnel. Areas surveyed included frequency of library use, impact of information received on clinical judgments, cognitive value of the information, and satisfaction with library products and services. Results confirm that the library has a substantial clinical role. Eighty-eight percent of reporting physicians agreed that information from the library contributed to higher quality care. Nursing and allied health were less convinced of the importance of the library's clinical role. Sixty-nine percent of nursing personnel and 58% of allied health personnel agreed that the library contributed to higher quality care. Nursing and allied health personnel also used the library less frequently than physicians. With these results as benchmarks, improving the clinical role of the library will take commitment to the TQM process and a willingness to change. 相似文献
12.
OBJECTIVES: To explore library staff and health professionals' views on the effectiveness of information skills training and librarian mediated searching as methods of providing information for patient care. This is the second article describing the Effective Methods of Providing InfoRmation for patIent Care (EMPIRIC) project. The first paper, in a previous issue of this journal (Brettle et al. The costs and effectiveness of information skills training and mediated searching: quantitative results for the EMPIRIC project. Health Information and Libraries Journal 2006, 23, 239-247) describes the quantitative results. METHODS: A questionnaire survey to library staff and health professionals in the North West. Data was collected on perceptions of services, satisfaction and service usage. Statistical data were analysed using the Statistical Package for the Social Sciences (SPSS) and qualitative data using thematic analysis. RESULTS: Both information skills training and mediated searches are perceived by library staff and health professionals to be effective. There is strong support for mediated searches carried out on behalf of the health professional and information skills training to enable them to carry out their own searches. The results provide insights into the effectiveness of the services and the factors that make them effective. CONCLUSIONS: Evidence and stakeholders views support the provision of both information skills training and mediated search services. Both services are valued by users who see them as complementary methods of obtaining information depending on their needs at different times. 相似文献
13.
Abdul Mannan Khan 《International Information and Library Review》2013,45(1-2):31-40
The main purpose of this study is to know the users opinion regarding the adequacy of the library's collection and to analyze the level of users’ satisfaction about the library collection, organization, facilities, and services. A well-structured survey was administered to the faculty members, research scholars, and students of the Allahabad University Library to collect data. Data show that the majority of the respondents believess that not only does the library possess an average collection, but the overall library's function, i.e., library collection, organization of collection, attitude of library staff, services, and IT-based services, is also rated average. 相似文献
14.
Blaise Cronin 《New Review of Academic Librarianship》2013,19(1):1-2
This article brings together results from a number of separate studies carried out in 2004 and 2005 analysing the results of user surveys in UK academic libraries. Results from four LibQUAL?+?? surveys and six surveys based on a template available from the Society of College, National and University Libraries are compared. Several common themes emerging from the analyses are examined, including differences in response rates and library behaviour between the various user groups, and the relative importance of a range of library services. Discrepancies between the responses of library staff and their users in areas such as the provision of information resources are noted. Associations between campus libraries and subject disciplines are likely to influence interpretation of survey results within institutions. There are similarities in the overall picture of user behaviour provided by both survey instruments. The implications for service development and delivery are discussed and a pilot benchmarking study reported. 相似文献
15.
In June 2000, the Biomedical Library at the University of South Alabama introduced Prospero, an electronic desktop document delivery service. From June 2000 to November 2002, Prospero delivered 28% of interlibrary loan requests and 72% of document delivery requests. In November 2002, the library conducted a user satisfaction survey of the Prospero service. Forty-two surveys were used. Fifteen responses were received from affiliated faculty, staff, and students, who generally expressed satisfaction with the service. Twenty-seven responses were received from unaffiliated users, comprised of medical libraries, individual users, and businesses. Based on the survey results, the library deemed the Prospero service a success. To better support users, the library's Web page was updated to include hardware and software requirements for successful use of the Prospero service, as well as screen shots of the Prospero process. 相似文献
16.
Ryder J 《Health information and libraries journal》2004,21(Z2):5-13
Abstract Aims: To determine the current level of library service to people in their own homes in the United Kingdom and to compare it with results from previous surveys. It is many years since a similar survey has been undertaken or guidelines produced and it is hoped that this work will help fill the gap. Methods: A questionnaire was sent in January 2004 to all public library authorities in the UK, a total of 208; 72% (149) were returned in the timescale allowed. The questionnaire covered the criteria for eligibility to receive a home library service; service structure and delivery: who delivers the service (specialist librarians or specialist non‐professional staff, branch library staff or volunteers); training; range of material and services provided; reading aids; materials for reminiscence; information provision; transporting people to the library; services to people in residential homes, sheltered accommodation, nursing homes and day centres; reader development; lifelong learning; and publicity and promotion. The focus of the survey was on quality issues and good practice wherever possible. Results: The number of customers receiving a service to ‘housebound’ readers in the UK in 2001/2 was 123 407. In 1984 it was 43 807 people in England. This still bears little relation to the number of people who should be receiving the service. The majority used paid staff (88%). Volunteers supported 52% of the services, with most having links with staff. There were opportunities to improve and develop services under the Disability Discrimination Act 1995. The service was publicized and promoted by only 62% of the respondents. Of those that use paid staff and that answered this question, 73% provide disability equality training for staff. Only 21% provide disability equality training for volunteers. Only 36% are involved in reader development or lifelong learning and only 23% provide a newsletter in print, 11% on tape and 3% in Braille; 12% take laptops into people's homes. Conclusions: Many authorities were still providing a tokenistic service and were reluctant to publicize for fear of not coping with demand, which makes them vulnerable legally under the DDA. However, there were some excellent examples of good practice where the full range of services are provided to a high standard. 相似文献
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18.
In March/April 1986, the medical library at McGill University in Montreal, Canada signed a cooperative agreement with the China Medical University (CMU) Library in Shenyang, China. This paper analyzes the operations of the CMU library within the context of the Chinese system of medical education, health care delivery, and medical librarianship. The CMU library is described in terms of collections, cataloging procedures, filing, public services (reference, bibliographic instruction, circulation, copy service), interlibrary loans, networking, conservation of materials, and personnel. Some interesting comparisons are made between the two libraries with respect to holdings, services provided, and training of staff. The plans for future cooperation are outlined. 相似文献
19.
ABSTRACTAs staffing models evolve for academic library service points, online chat reference services require strategic analysis to improve efficiency and effectiveness. This paper will examine the perception of chat reference before and after staffing changes from faculty librarians, staff, and graduate assistants to non-MLIS library professionals and graduate assistants at Florida State University’s a large, public research university library. Our survey explores satisfaction levels and perception of both patrons and library personnel before and after the staffing change.Our analysis of 197 patron survey results determined that patrons are equally satisfied with non-librarian provision of chat reference services and found chat interactions to be comparable in quality and timeliness to chats staffed by librarians. Our research into staffer survey results revealed a slight decrease in satisfaction with operation of the service, notably in terms of confidence after the staffing transition even though this was not reflected in the patron satisfaction levels. This assessment indicates that library workers are equally as competent in staffing chat reference services as librarians from patron perspectives. As academic libraries continue to measure the value of staffing service desks with librarians, this study will provide relevant insight into how patrons and staffers are affected by changes in staffing models. 相似文献