Building a Successful Customer-service Culture: A Guide for Library and Information Managers
Maxine Melling, Joyce Little
Facet, Jan 1, 2002 - Business & Economics - 212 pages
As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions.One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage:• the users' perspective;• planning and policy making;• leadership and management;• human resource planning;• marketing as a tool for LIS managers;• assuring quality;• planning buildings for customers and services;• developing a service culture through partnerships;• virtual service.Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.
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academic libraries achieve activities approach areas Audit Commission Beacon Council benchmarking benefit Best Value British Library Cabinet Office centre chapter Charter Mark collaboration collections culture customer focus customer needs customer service delivery Department for Culture digital reference digital reference services effective EFQM electronic employees ensure environment evaluation example framework Gateshead HEFCE Houston Public Library hybrid library identify impact important improve individual Information Commission information services innovative institutions internal involved JISC Kotler leaders leadership learning librarian library and information library buildings library managers Loughborough University marketing National organization organization's partnership perspectives programme promotion responsibility result role SCONUL skills space stakeholders standards strategic planning surveys targets tion tomer training and development trends University Library users vice virtual services vision