The Australian library journal最新文献_第8页

Assessing service quality: satisfying the expectations of library customers 评估服务质素:满足图书馆顾客的期望

The Australian library journal Pub Date : 2016-01-02 DOI: 10.1080/00049670.2016.1128905

I. Mccallum

{"title":"Assessing service quality: satisfying the expectations of library customers","authors":"I. Mccallum","doi":"10.1080/00049670.2016.1128905","DOIUrl":"https://doi.org/10.1080/00049670.2016.1128905","url":null,"abstract":"About turn. Our customers, not our peers or funders, should be the judges of our success or failure. And when you think about it, unless we can attract and retain customers – grow our business and expand the customer base – we might as well make a greater contribution elsewhere. Written by distinguished academics, this is the message conveyed in the third and substantially updated edition of a blueprint for uncovering and satisfying the expectations of academic and public library customers. In 13 chapters the authors set the scene, establish the case for new ways of evaluating library services, then describe customer-centric performance metrics including: determining organisational effectiveness; what to measure and why; being wary of input and output measures without evidence of impact; listening to customers and managing their feedback; conducting surveys and focus groups; measuring satisfaction and service quality, then applying the findings to improve customer service. The large-format, double-column text is well supported with 63 figures containing check-lists, discussion questions for staff and customers, surveys and process guides. There are summaries and up-to-date references at the end of each chapter, and a detailed index for the whole work. This is a very impressive, very useful publication. In a highly readable fashion it moves from where we are to what needs to be done, and then suggests how we might go about the task of creating the customer-centric library.","PeriodicalId":82953,"journal":{"name":"The Australian library journal","volume":"65 1","pages":"59 - 59"},"PeriodicalIF":0.0,"publicationDate":"2016-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/00049670.2016.1128905","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"58718256","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 19

The library innovation toolkit: ideas, strategies and programs 图书馆创新工具箱:理念、策略和项目

The Australian library journal Pub Date : 2016-01-02 DOI: 10.1080/00049670.2016.1129023

C. Gilbert

{"title":"The library innovation toolkit: ideas, strategies and programs","authors":"C. Gilbert","doi":"10.1080/00049670.2016.1129023","DOIUrl":"https://doi.org/10.1080/00049670.2016.1129023","url":null,"abstract":"This book presents ideas, strategies and programs for the implementation of innovation in libraries. Dr Anthony Molaro is an assistant professor in the Mlis Program at st Catherine’s university in st Paul, Minnesota, and an experienced writer and presenter. his co-editor, leah l. White, is a former winner of the Library Journal’s Movers & shakers Award. They argue that innovation should be less focused on technology and more focused on people. Content chosen for the book reflects this view from the perspective of public, academic and school libraries. All the chapters are authored by librarians from north America, except for the piece by Matt Finch and Tracie Mauro from Parkes, new south Wales, which focuses on children’s activities in the library. Chapters are divided into groups under the headings innovative culture, innovative staff, innovative outreach, innovative technology, innovative spaces and innovative programs. Most chapters are case studies, although the first few chapters are more instructive and focus on how to create an environment conducive to innovation and how to drive such innovation. some case studies describe interesting initiatives, such as ‘Ferry Tales’, the story of a library book club aboard a commuter ferry in seattle. Most case studies, however, did not seem especially innovative. For example, some libraries held workshops focusing on new ideas which were hard to differentiate from renamed planning days; another chapter consisted of a case study involving an exhibition space which is common enough in libraries, although not necessarily named an ‘idea box’ like the one in the study. library events such as organising a trivia competition or holding TeD-like events to spread ideas are hardly new. nonetheless, it is interesting to find a book focusing on innovation in libraries that looks beyond technology. ideally, this book should inspire readers to go and test some of the ideas offered and try something new in their local setting. As a toolkit, it should equip readers with the knowledge and resources to go forward. however, a lot of the discussion and case studies seem clichéd and not as innovative as one might hope. While some interesting initiatives are contained within the book don’t expect to be blown away with ideas. Catherine Gilbert Parliament of Australia Library","PeriodicalId":82953,"journal":{"name":"The Australian library journal","volume":"65 1","pages":"65 - 65"},"PeriodicalIF":0.0,"publicationDate":"2016-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/00049670.2016.1129023","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"58718262","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

The reader’s advisory guide to historical fiction (ALA Reader’s Advisory Series) 历史小说读者咨询指南(美国文学协会读者咨询系列)

The Australian library journal Pub Date : 2016-01-02 DOI: 10.1080/00049670.2016.1129029

K. Neville

引用次数: 0

Social media for creative libraries 创意图书馆的社交媒体

The Australian library journal Pub Date : 2016-01-02 DOI: 10.1080/00049670.2016.1129031

C. Tinney

引用次数: 0

Indigenous voices in the State Library of New South Wales1 新南威尔士州州立图书馆的土著声音

The Australian library journal Pub Date : 2016-01-02 DOI: 10.1080/00049670.2016.1129682

K. Thorpe, A. Byrne

引用次数: 12

The cybrarian’s web 2: An A–Z guide to free social media tools, apps and other resources 网络管理员的网络2:免费社交媒体工具、应用程序和其他资源的A-Z指南

The Australian library journal Pub Date : 2016-01-02 DOI: 10.1080/00049670.2016.1128949

M. McLean

引用次数: 0

Managing with data: using ACRLMetrics and PLAmetrics 数据管理：使用ACRLMetrics和PLAmetrics

The Australian library journal Pub Date : 2016-01-02 DOI: 10.1080/00049670.2016.1129025

Rebecca L. Mugridge

引用次数: 1

Repositioning reference: new methods and new services for a new age 重新定位参考:新方法，新服务，新时代

The Australian library journal Pub Date : 2016-01-02 DOI: 10.1080/00049670.2016.1129030

Patricia Darwish

引用次数: 0

Radical information literacy: reclaiming the political heart of the IL movement (Chandos Information Professional Series) 激进的信息素养:重拾IL运动的政治核心(钱多斯信息专业系列)

The Australian library journal Pub Date : 2015-10-02 DOI: 10.1080/00049670.2015.1100284

H. Fisher

{"title":"Radical information literacy: reclaiming the political heart of the IL movement (Chandos Information Professional Series)","authors":"H. Fisher","doi":"10.1080/00049670.2015.1100284","DOIUrl":"https://doi.org/10.1080/00049670.2015.1100284","url":null,"abstract":"creating a better future for public libraries’. There are, of course, critical differences between the funding models of American and Australian libraries. In the United States, local government provides at least threequarters of public library funding (p. 45). A lack of national goals and standards in the United States leads to a disparity in the funding of and services provided by libraries. The funding model leaves them heavily beholden to the whims of local politics. Yet, there is enough cultural similarity between the countries for the book to remain useful to Australian readers. Both nations have witnessed increasing austerity measures, the move of government services and employment opportunities online, and increasing pressure on library staff to support learners in navigating the digital world. Both nations feel an increasing pressure to use economic terminology when trying to demonstrate value, to articulate our value more clearly (by demonstration rather than just by assertion) and to support our arguments with data. Weather crises, such as Hurricane Katrina, have given libraries opportunities to facilitate emergency responses for their communities, but they have failed to harness those opportunities to argue for greater support in policy-making and funding. Maintaining an apolitical or neutral stance does not serve libraries’ interests and, more importantly, it does not serve those of their communities. Jaeger reminds readers that whilst 91% of the public believed libraries were important to their communities, ‘only 22% were familiar with most or all of their services’. Plenty of food for thought in this book.","PeriodicalId":82953,"journal":{"name":"The Australian library journal","volume":"64 1","pages":"353 - 354"},"PeriodicalIF":0.0,"publicationDate":"2015-10-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/00049670.2015.1100284","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"58717877","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 4

BIALL handbook of legal information management (2nd ed.) BIALL法律信息管理手册(第二版)

The Australian library journal Pub Date : 2015-10-02 DOI: 10.1080/00049670.2015.1100234

K. Freedman

引用次数: 0