Providing customer-oriented services in academic libraries /edited by Chris Pinder and Maxine Melling

목차 (Table of Contents)

• CONTENTS
• List of contributors = ⅷ
• Foreword / Henty Heaney = xi
• Introduction / Chris Pinder = xiv
• Glossary = xvii
• 1 Customers and academic library services : an overview / Chris Pinder = 1
• Customers and the service-driven organization = 1
• The customer and higher education = 5
• The customer and the library = 7
• Environmental factors = 8
• Refocusing on the customer = 17
• Conclusion = 23
• References = 23
• 2 Defining the customer's requirements for quality / Maxine Melling = 25
• Introduction = 25
• Background = 26
• Defining quality = 27
• Perceptions of quality = 29
• Quality management systems = 32
• Conclusion = 38
• Glossary = 39
• References = 39
• 3 Promoting the library service / Gavin Rea = 41
• Introduction = 41
• Marketing strategies = 43
• The community = 45
• Data collection = 48
• Promotion = 50
• Conclusion = 57
• References = 57
• 4 User empowerment : striking back for the customers of academic libraries I / Philip Payne = 59
• Introduction = 59
• Who are our customers? = 60
• What is the role of 'stakeholders'? = 61
• What do our customers need? = 62
• What do our customers expect? = 65
• How satisfied are our customers? = 68
• Customer charters = 72
• Service level agreements = 77
• Does charterism empower library users? = 83
• References = 85
• 5 Organizing libraries for customers / Robert Bluck = 87
• Introduction = 87
• Traditional structures and the need for change = 88
• Structure and culture = 90
• New structures = 91
• Team working = 93
• Convergence = 96
• The physical organization of libraries = 100
• Balancing resources and services = 101
• Conclusion = 103
• References = 103
• 6 The IT literate user / Janet Peters = 105
• Introduction = 105
• Background = 105
• 7 Staff training : developing a customer care culture / Kristina Theis = 123
• Introduction = 123
• What is customer care? = 124
• The training imperative = 129
• Skills and knowledge gaps = 134
• Consistency and uniformity of approach = 135
• Empowering staff = 136
• Conclusion = 137
• References = 138
• 8 Investing for a future : client-focused Australian academic libraries in the 1990s / Alan Bundy = 140
• Introduction = 140
• Information literacy : Australian libraries as educational change agents = 144
• Who are an academic library's clients? = 145
• The response of the Australian university libraries = 150
• Conclusion = 157
• References = 158
• 9 The way ahead / Betyl Morris = 160
• Introduction = 160
• The future for higher education = 163
• Implications for academic library services = 166
• Implications for managing academic library services = 175
• Conclusion = 178
• References = 179
• Index = 181