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1.
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2013,45(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
2.
《Journal of Web Librarianship》2013,7(1):63-78
Measuring quality of service in academic libraries traditionally includes quantifiable data such as collection size, staff counts, circulation numbers, reference service statistics, qualitative analyses of customer satisfaction, shelving accuracy, and building comfort. In the libraries of the third millennium, virtual worlds, Web content and remote customer populations mean that traditional measures of quality service are no longer complete. Applying methods to quantify effectiveness is vital to future success, and is a necessary precursor to examining quality of service. This case study of a small, virtual academic library, created to serve a non-traditional student population, faculty, and community, illustrates the use of measures such as the saturation rate of student population, the percentage of bibliographic sessions and orientations compared to number of courses offered, and Web site traffic patterns. As library services are affected by factors such as self-sufficient customers, declining physical collections, staff cuts, and increases in virtual traffic, all types of academic libraries may find it useful to implement the relatively uncomplicated data analysis explored in this article, in addition to established methodologies. 相似文献
3.
图书馆客户知识管理模式研究 总被引：5，自引：1，他引：4
探讨图书馆服务对象从读者、用户到客户的变化,辨析图书馆客户关系管理、图书馆知识管理与图书馆客户知识管理的不同,设计并解析由知识获取、知识组织、知识交互和知识应用四种主要活动与关系管理、技术管理、服务管理和机会管理四种辅助活动组成的图书馆客户知识管理模式。 相似文献
4.
香港城市大学图书馆服务转型蓝图——从图书馆RFID项目开始 总被引：4，自引：0，他引：4
图书馆在信息与传播科技飞速发展的环境下,要从传统的馆员服务为主的模式转型至自助服务、网上服务、高附加价值信息服务为主的多渠道相结合的服务模式.香港城市大学图书馆从总分馆空间战略规划、电子资源配置、空间布局、组织变革、新服务开展等方面构建图书馆服务转型蓝图.RFID技术可以显著提升服务品质,是服务转型的重要内容.目前图书馆已进行了超高频RFID与高频RFID两个试验性子项目.在导入RFID过程中除技术因素外,图书馆在时间因素、空间资源、经费资源、人力资源、组织变革等方面均作了相应的配置,从而保证RFID项目获取最大的投资效益.表4.参考文献26. 相似文献
5.
《The Journal of Academic Librarianship》2022,48(6):102591
According to the research literature, services at academic libraries and institutions of higher education do not adequately address the support needed to help autistic students thrive in college. We surveyed academic librarians about library services for autistic students at their libraries to better understand the relevant library services provided for this population. At the institutions surveyed, 37 % (n = 22) of libraries have a person responsible for accessibility issues, and 63 % (n = 37) do not have a person responsible for accessibility. Additionally, we found that 78 % (n = 47) of academic libraries provide services for disabled students and only 22 % do not (n = 13). Most pertinent to our research, 34 % of libraries (n = 20) provide services for autistic students and 66 % (n = 39) do not provide services for autistic students. 相似文献
6.
[目的/意义] 持续改进用户服务是大学图书馆可持续发展的根基,但当前的用户服务研究对图书馆现实服务的提升作用不明显。尝试在图书馆引入定标比超法,为图书馆服务提供一种实用、有效的优化方法和改进思路。[方法/过程] 梳理当前图书馆服务优化的常用方法和定标比超在图书馆界的应用,提出多目标定标比超在图书馆服务优化中的实施流程。选择一家高校图书馆与两家目标图书馆开展实证研究,建立新信息环境下包括三大层次、11项二级指标和46个评价项目的服务评价指标体系,分析本馆用户服务劣势和目标馆优秀实践,拟定服务优化的赶超方案。[结果/结论] 定标比超法之于图书馆服务领域,是一种务实、有效且易于操作的方法,为图书馆管理与创新提供了新的思路;加入新媒体服务、新技术采纳等评价内容的指标体系为今后图书馆评估指标的制订发挥参考作用。 相似文献
7.
信息共享空间在美国大学图书馆的发展与启示 总被引：112，自引：4，他引：112
介绍了信息共享空间(Information Commons,IC)的概念、模型、特点与发展,分析了美国大学图书馆IC实施状况,论述了IC对我国大学图书馆服务创新的五点启示:IC已成为大学图书馆发展的新潮流;馆舍建设应融合IC理念;建立结构合理的信息资源体系非常重要;人员素质和结构是提高服务水平的关键;评价与跟踪是提高服务质量的保证。 相似文献
8.
《Journal of Interlibrary Loan, Document Delivery & Electronic Reserve》2013,23(2):153-180
Abstract In spring 2006, 404 medium-sized academic libraries participated in a survey to determine their reference-staffing practices. A medium-sized academic library is one affiliated with a bachelor's degree granting institution where the FTE enrollment is 3,000-9,999. Libraries reported their type of service model, number of questions asked, number of staff, variety of service points, types of staff utilized, hours and other factors used to make staffing decisions. What are the staffing practices in reference departments at medium-sized academic libraries? How many reference and non-reference librarians are scheduled to work at reference service points? How many questions are typically asked during a week? Are students or support staff utilized? What type of model is most prevalent-one central desk with one librarian, several distributed desks with one or more staff members, a tiered service model or something else? What factors do reference managers consider when determining the hours and types of staff scheduled? These questions, and more, are explored in this report. 相似文献
9.
国外大学图书馆学术出版服务实践进展 总被引：2，自引：0，他引：2
[目的/意义]对国外高校图书馆的学术出版模式进行调研分析,为国内高校图书馆出版服务提供指导和借鉴。[方法/过程]采用文献回顾的方法,对国外大学图书馆出版服务理论与实践进行系统梳理,然后在调研图书馆出版联盟发布的2014-2016年《图书馆出版指南》基础上,阐述国外高校图书馆的学术出版服务的实践进展,对图书馆出版的组织形式、经费来源及服务内容等进行深入剖析与总结。[结果/结论]总结图书馆出版服务的特点,并对我国图书馆界开展出版服务提供参考和借鉴。 相似文献
10.
《图书馆管理杂志》2013,53(1-2):149-168
Abstract As library service providers for distance learners, we are constantly searching for ways to improve communication, share our knowledge, and make distance learners aware of our resources. Virtual (real-time chat) reference is yet another tool to utilize in reaching these students. While virtual reference has been around for several years, and is offered by many libraries, the four institutions comprising this service have taken a variety of paths to reach the current stage-a collaboration among academic state university libraries of varying size. This paper discusses collaboration aspects such as differences in institutional cultures, negotiations, planning and implementation, developing policies and best practices, staff training, technology issues, and lessons learned that can be applied to any collaborative project. 相似文献
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12.
Julia McKenna 《Journal Of Access Services》2020,17(2):74-82
AbstractStudent employees are an invaluable asset to academic libraries. They supplement limited professional staffing, allow for students to engage with their academic community, and give work opportunities to those currently enrolled in school. This article reviews several practical ways to train library student workers that both minimizes hands-on staff time and allows for high customer service and student employee success. Best practices include (a) a student worker training assessment, (b) explicit student worker policies, (c) an annual mandatory training session, (d) online training, (e) a focus on student worker retention, and (f) unique student worker roles. 相似文献
13.
In 2016, two service departments–the office of information technology (OIT) and the academic resource center (ARC) at the college–physically relocated into the library. To ensure consistent customer service and staffing for the ARC, OIT, and library, the departments collaborated to discuss the implications for their new shared space. They decided to use a common online customer service form in Qualtrics to track and assess library customer interactions and staff satisfaction. 相似文献
14.
《The Journal of Academic Librarianship》2021,47(6):102459
A review of the research background shows that despite the usability of customer knowledge for libraries, the concept of Customer Knowledge Management (CKM) in libraries is rarely addressed. The purpose of this study was to identify the indicators, operational instances as well as the design and validation of an all-inclusive CKM implementation instrument in academic libraries. The study was conducted in two quantitative and qualitative phases. The final instrument was a CKM strategy that consisted of various indicators preliminary designed by drawing on literature review, and operational instances identified by qualitative interviews with 12 academic library managers. A Delphi study with 20 experts was used to assess the experts’ degrees of agreement on the retrieved indicators and instances. The result was a reliable and valid checklist consisting of 67 instances under 6 major and 12 minor indicators. This instrument would allow managers to assess the state of CKM in their academic libraries, improve their library performance by checking the strengths and weaknesses against the indicators, and also serve as a basis for training the academic library staff on how to successfully implement CKM. With objective instances, the instrument is expected to improve the quality of customer services, customer satisfaction, and customer loyalty. 相似文献
15.
Mary Ann Venner 《Journal Of Access Services》2016,13(2):101-111
ABSTRACTThis article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed. 相似文献
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17.
Interest in consolidating service points within health sciences libraries continues. This article proposes a definition of a library single service point and mentions some notable examples in academic health sciences libraries. The experiences of two of these libraries are summarized and compared, and the advice culled from those experiences is shared. The advice is in the form of sharing lessons learned, answering six frequently asked questions about combining services and staff under a single service umbrella. The article offers insights for other library staff considering this type of service reorganization. 相似文献
18.
高校图书馆网上服务的互动交流性评价 总被引：3，自引：0，他引：3
通过对中国高校数字图书馆联盟49所高校图书馆主页反映的网上服务的调查统计分析，从服务项目设置、服务内容、技术功能、人员素质等方面揭示出目前高校图书馆网上服务的互动交流性存在的不足，提出强化网上服务的互动交流性能，拓展高校图书馆网上服务的发展空间和技术创新潜力。 相似文献
19.
Objective:
The research studied the status of hospital librarians and library services to better inform the Medical Library Association''s advocacy activities.Methods:
The Vital Pathways Survey Subcommittee of the Task Force on Vital Pathways for Hospital Librarians distributed a web-based survey to hospital librarians and academic health sciences library directors. The survey results were compared to data collected in a 1989 survey of hospital libraries by the American Hospital Association in order to identify any trends in hospital libraries, roles of librarians, and library services. A web-based hospital library report form based on the survey questions was also developed to more quickly identify changes in the status of hospital libraries on an ongoing basis.Results:
The greatest change in library services between 1989 and 2005/06 was in the area of access to information, with 40% more of the respondents providing access to commercial online services, 100% more providing access to Internet resources, and 28% more providing training in database searching and use of information resources. Twenty-nine percent (n = 587) of the 2005/06 respondents reported a decrease in staff over the last 5 years.Conclusions:
Survey data support reported trends of consolidation of hospitals and hospital libraries and additions of new services. These services have likely required librarians to acquire new skills. It is hoped that future surveys will be undertaken to continue to study these trends.Highlights
- Data support reported trends in the decrease in the number of hospitals and hospital libraries.
- About 44.0% of hospitals had some level of onsite library service in 1989, compared with between 33.5% and 29.1% of hospitals in 2005/06.
- More electronic services and resources, such as Internet access and online materials, are being offered by hospital libraries, in addition to more traditional services
- Library staffing appears to be more unstable today than in 1989, with more libraries reporting a decrease in the number of staff.
Implications
- Hospital libraries continue to change in response to changes in the health care environment as health care administrators respond to financial pressures, library staff are downsized, degreed librarian positions are eliminated, and reporting structures change.
- MLA must continue to track the status of hospital librarians and libraries in light of the changing environment with surveys and other means, in partnership with others such as the National Network of Libraries of Medicine.
20.
In higher education levels of resource provision are becoming increasingly important. Within this context academic libraries are required to evaluate their services and ensure that they meet the needs of users. Sensitivity to customer requirements must be extended to include different categories of customer and in light of the changing composition of the student population, serving the needs of part time students should be a priority for academic librarians. The aim of this study was to evaluate the levels of satisfaction with library facilities among part time students in the University of Ulster at Jordanstown (UUJ). A postal questionnaire was administered to two hundred part time students within the Faculty of Business and Management obtaining a response rate of 45%. Factor analysis was used to identify factors underpinning user satisfaction. These reflected two general dimensions of staff and facilities. A clear trend emerged suggesting that part time students rated satisfaction with staff more highly than satisfaction with facilities. Significance testing concluded that there were no differences in levels of satisfaction between regular and irregular users of the library. Clearly further research is needed in the area but this study indicates that efforts at improvement should be directed primarily in the direction of facilities to raise part time students’ satisfaction. 相似文献