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Delivering Satisfaction and Service Quality
Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.
The Evaluation and Measurement of Library Services
This guide provides library directors, managers, and administrators in all types of libraries with complete and up-to-date instructions on how to evaluate library services in order to improve them. It's a fact: today's libraries must evaluate their services in order to find ways to better serve patrons and prove their value to their communities. In this greatly updated and expanded edition of Matthews' seminal text, you'll discover a breadth of tools that can be used to evaluate any library service, including newer tools designed to measure customer and patron outcomes. The book offers practical advice backed by solid research on virtually every aspect of evaluation, including quantitative a...
Crisis on Campus
A comprehensive guide to the handling of cases of academic misconduct. Crisis on Campus presents an overview of the phenomenon and handling of academic misconduct. After a brief historical background, it discusses contemporary circumstances that affect the nature and frequency of academic misconduct. It then details the phases of misconduct discovery and investigation: detection, analysis, assessment, reporting, and institutional handling. The final chapter deals with prevention. The book focuses on concrete cases, showing the complexities and ambiguities in dealing with presumed academic misconduct. The book also provides practical advice to both whistle-blowers and those accused of academic misconduct. The book pays special attention to plagiarism as one of the most frequent but also most complex forms of academic misconduct. It analyzes the various degrees of possible plagiarism, detection techniques, challenges in proving plagiarism, and denial tactics. It gives valuable advice on how to report and handle cases of alleged plagiarism, both by students and by professionals.
Managing Facilities for Results
Carving out new service areas within existing space, forgoing massive additions or expensive new buildings, offers a cost-effective solution for budget-conscious libraries. Building from the proven Results Series model, this volume dovetails with the basics outlined in The New Planning for Results: A Streamlined Approach. This new hands-on workbook in the Results Series guides library directors, staff, and boards through the process to Prioritize new services that need space Make plans and identify an appropriate location Present the case to funding authorities Conduct a "gap analysis" Find resources to reallocate and see what new items are needed Identify building professionals to assist wi...
Measuring for Results
A library consultant considers the ways libraries can demonstrate their value and communicate this value with funders and patrons. Chapters focus on aspects of the library organization, such as the library's mission and values, its users, social benefits, economic impacts, and communications. Appendices discuss various types of value indicators.
Computer-Supported Decision Making
There is a tide of competitiveness rising across the sea of business. The issues being faced by the business commanders of today are rapidly becoming more complex. Veritable waves of information are crashing down on organizational decision makers. While the environment is becoming more complex, it is getting tougher to discern the relevant information from among the flood of available data. The demand for accurate, rapid decision making is impelling today's decision makers to wonder about the existence of some sort of job-preserving assistance. These decision makers are often awash in political controversy as well as technical, economic, social, and legal considerations. Relief from this sea of troubles may come from a behaviorally-responsive decision support system (DSS) in the form of computer assistance that considers the decision maker's cognitive and emotional needs. This book describes a DSS that will meet the needs of modern organization decision makers.
