Building a Successful Customer-Service Culture: A Guide for Library and Information Managers

ISBN-13: 9781856044493 / Angielski / Twarda / 2002 / 224 str.

Maxine Melling;Joyce Little

Opis

As libraries move into the 21st century, serving the customer has become a key aspect of quality management and the user-centred library. This edited collection is a management guide, taking a practical and strategic approach to developing a customer-service culture. The book covers established areas such as customer satisfaction, staff training and planning, as well as developing areas such as customer services required by the virtual library environment.

Spis treści

1. The users’ perspective: a personal view - Graham Matthews 2. Planning and policy making - Sheila Corrall 3. Leadership and management - Robert Gent and Grace Kempster 4. Human resource planning - John M. Pluse and Alix Craven 5. Keeping focused on our customers: marketing as a tool for library and information managers - Christopher West 6. Assuring quality - Bill Macnaught and Mary Fleming 7. Planning academic library buildings for customers and services - Professor Andrew McDonald 8. Developing a service culture through partnerships - Maxine Melling and Joyce Little 9. Virtual service - R. David Lankes.

O autorze

Maxine Melling, Joyce Little