Are there common academic library customer values?

Abstract: Purpose – This paper endeavours to provide answers to the following questions: Is there a correlation between what library customers value and the questions asked in benchmarking satisfaction surveys? Is there a core set of academic library customer values? Are there differences between what academic library customers value in Australia when compared to their counterparts in England? Do library customer values change over time?Design/methodology/approach – The results of two similar university libraries' customer value discovery research are compared with each other, and also with the question set in the LibQUAL+™ survey. As the customer value discovery research was undertaken six years apart, the results are compared to see if there has been change over time.Findings – Academic library customers identified a core set of values, and these values mapped reasonably well to the LibQUAL+™ instrument. However, there were unique value factors identified by the various customer segments that did not map. Some questions in LibQUAL+™ were more detailed in their exploration of library staff attributes than customers identified in their value proposition. Customers identify their values +without reference to library jargon.Originality/value – The paper shows that customer value discovery and LibQUAL+™ are both valuable management tools that identify services and resources of importance to library customer

Information Outlook, April 2007

Volume 11, Issue 4https://scholarworks.sjsu.edu/sla_io_2007/1003/thumbnail.jp

Library performance measurement in the digital age

Book synopsis: University libraries around the world have embraced the possibilities of the digital learning environment, facilitating its use and proactively seeking to develop the provision of electronic resources and services. The digital environment offers opportunities and challenges for librarians in all aspects of their work - in information literacy, virtual reference, institutional repositories, e-learning, managing digital resources and social media. The authors in this timely book are leading experts in the field of library and information management, and are at the forefront of change in their respective institutions. University Libraries and Digital Learning Environments will be invaluable for all those involved in managing libraries or learning services, whether acquiring electronic resources or developing and delivering services in digital environments

Librarians use of Web 2.0 in UK Medical Schools: Outcomes of a national survey

Using the results of an Email survey, this paper reviews the use of Web 2.0 technologies by librarians working in UK Medical Schools. Web 2.0 has been hailed as an innovation for facilitation of two way communication on the net, and it is, therefore, timely to measure how effectively librarians are capturing this opportunity for increased student engagement. The social nature of Web 2.0 can be particularly appropriate for undergraduate medical students who fit their studies around the unsocial hours and geographical isolation of clinical placements. This paper will investigate library use of blogs, Facebook, and Twitter. Consideration will also be given as to whether they facilitate a more collabroative library service or if they leave undergraduate medical students swamped with yet more information to manage

Information Outlook, October 2003

Volume 7, Issue 10https://scholarworks.sjsu.edu/sla_io_2003/1009/thumbnail.jp

Virtual Advice Services

The chapter looks at the issues involved with implementing and running a chat enquiry service, from choosing an appropriate product to staff training and publicity. The experiences of a number of UK Higher Education Institutions currently offering chat enquiry services are discussed at various stages. Aspects of more advanced use, such as web ‘co-browsing’ and virtual advice by appointment are also included. The chapter closes by considering what the future holds for virtual advice services and the potential impact of the growth in mobile technologies

EBSLG Annual General Conference, 18. - 21.05.2010, Cologne. Selected papers

Am 18.-21. Mai 2010 fand in der Universitäts- und Stadtbibliothek (USB) Köln die „Annual General Conference“ der European Business Schools Librarians Group (EBSLG) statt. Die EBSLG ist eine relativ kleine, aber exklusive Gruppe von Bibliotheksdirektorinnen und –direktoren bzw. Bibliothekarinnen und Bibliothekaren in Leitungspositionen aus den Bibliotheken führender Business Schools. Im Mittelpunkt der Tagung standen zwei Themenschwerpunkte: Der erste Themenkreis beschäftigte sich mit Bibliotheksportalen und bibliothekarischen Suchmaschinen. Der zweite Themenschwerpunkt Fragen der Bibliotheksorganisation wie die Aufbauorganisation einer Bibliothek, Outsourcing und Relationship Management. Der vorliegende Tagungsband enthält ausgewählte Tagungsbeiträge

How to achieve high customer satisfaction in Sabancı University Information Center

The Sabancı University is a young private university, which started providing education in 1999 in Istanbul. A “Search Conference” had been organized in order to find out “what kind of a university the country needed” and of its structure had been established on this understanding. At the first stage, the vision, the mission and the design of the university were completed, and the foundation of administrative infrastructure and selection of technology systems were materialized. Starting from the days of its foundation, the planning of the information services and facilities had been one of the main issues of the project. The university, which aims to become a world university, was accepted to be a member of the “European Foundation of Quality Management (EFQM)” regarding its activities in the stage of its foundation. A “Student and Staff Tendency Survey” which was implemented in 2001 indicated that the Information Centre was the strong side of the university. At the same time the Center's the statistics covering period of 1999-2007 also indicated that the targets were achieved under the strategic planning of the Center. In 2007, an user satisfaction survey in order to evaluate the conformity of the services and facilities, to identify its strong and weak areas, opportunities and threats through comparison and SWOT analysis for the future, and set up 2007-2011 five-years strategic planning and operational activity plan. The survey indicated that 95% of the participants are satisfied in general with the Center. In addition to these, the results of usage statistics between the years 1998-2009 indicated that utilizing of the services and facilities of the Information Center has increased from year to year. On the other hand, the results of the survey after the orientation programs show that the customer satisfaction is very high. We believe that the followings are the reasons of high user satisfaction. The Centre has a user and process focused pro-active management, learning organization structure, the availability of the suggestion system, continues benchmarking with the competitors and observing management and technological developments in the world. This paper presents to share our applications and plans on high user satisfaction rate, customer relation management activities and future planning

Marketing of Library Services and Products through Social Media: An Evaluation

Social media has a great impact on information promotional activities by bringing tremendous changes in the field of marketing. Social networking applications help the users to possess interconnections among the community members and remix the library services and products to brand them visible in a broader way. This paper gives an overview of the concept of marketing of library services and products in the pretext of handiness of social networking technologies (SNT). The paper also discusses various social networking sites (SNS) such as Facebook, Twitter, Delicious, Youtube, Flickr etc. An outline of how the social media may successfully be applied to enhance the effectiveness in marketing library services and products is observed. Relative merits and challenges with adoption of SNS are also examined

Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study

published or submitted for publicatio