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1.
Hospitals are turning to total quality management (TQM) to lower costs of providing care. A hospital library in a TQM environment needs to embrace corporate goals while maintaining its accountability as a contributor to quality patient care. Alliant Health System (AHS) Library at Norton Hospital and Kosair Children's Hospital in Louisville, Kentucky, conducted a study to establish TQM benchmarks and to examine the significance of its role in clinical care. Using a methodology designed to allow both library user and nonuser to respond, 2,091 surveys were distributed to physicians and nursing and allied health personnel. Areas surveyed included frequency of library use, impact of information received on clinical judgments, cognitive value of the information, and satisfaction with library products and services. Results confirm that the library has a substantial clinical role. Eighty-eight percent of reporting physicians agreed that information from the library contributed to higher quality care. Nursing and allied health were less convinced of the importance of the library's clinical role. Sixty-nine percent of nursing personnel and 58% of allied health personnel agreed that the library contributed to higher quality care. Nursing and allied health personnel also used the library less frequently than physicians. With these results as benchmarks, improving the clinical role of the library will take commitment to the TQM process and a willingness to change. 相似文献
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This article reports the results of a survey that analyzed the job satisfaction of 361 library access services practitioners. Library access services staff were surveyed and asked to rate job satisfaction based on Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory. Results show that access services staff have opportunities for satisfaction based on higher-level needs. Personal fulfillment, job opportunities, and relationships with coworkers rated as the top three most important factors. There are also contributing factors that affect job satisfaction based on lower-level needs, such as salary. Age, education level, and administrative responsibilities also play a role in job satisfaction of access services staff. The survey results demonstrated that most employees are satisfied, while improvements are needed in certain areas to provide employees with a more fulfilling work environment. 相似文献
3.
The University of Florida Health Science Center Libraries created a task force representing various departments to review data from its 2004 LibQUAL+ survey. This review compared results from the 2002 and 2004 LibQUAL+ surveys, and the data from the Association of Academic Health Science Libraries 2004 cohort. The task force analyzed the key components of the LibQUAL+ survey: Affect of Service, Information Control, Library as Place, and user comments. At the conclusion of this review, the task force made recommendations and suggestions along departmental lines to meet the patrons' needs and expectations. In addition to following the task force recommendations, the Libraries independently implemented several new services and hired additional personnel after the completion of the 2004 survey. Combined, these changes should improve overall library service and increase customer satisfaction. Looking towards the 2006 LibQUAL+ survey, the task force will be convened in advance and will guide the entire process. 相似文献
4.
Finding a position in an academic library can be challenging for recent Library and Information Science (LIS) graduates. While LIS students are often encouraged to seek out experience, network, and improve upon their technology skills in hopes of better improving their odds in the job market, little research exists to support this anecdotal advice. This study quantifies the academic and work experiences of recent LIS graduates in order to provide a better understanding of what factors most significantly influence the outcome of their academic library job searches. The survey results demonstrate that the job outlook is most positive for candidates who applied early, obtained academic library experience (preferably employment), participated in professional conferences, and gained familiarity with committee work. 相似文献
5.
《Library & information science research》1994,16(1):3-21
The quality of interlibrary loan services was investigated from the dyadic perspective of the library and the library customer. The study paired the use of a valid, reliable measuring instrument, SERVQUAL, with an unobtrusive approach related to 130 contrived interlibrary loan transactions in 38 large public libraries in Canada. Library measures of quality produced a fill rate of 52% and a turnaround time of 38 days. Customer expectations of quality proved higher than their perceptions of the quality of services they had received. Reliability, the dimension of quality ranked most important by customers for evaluating service quality, scored lowest in performance. Overall attitudes about the public library were higher than levels of satisfaction with interlibrary loan services. The study found a mismatch between library measures of interlibrary loan performance, based on fill rate and turnaround time, and customer measures of quality, based on disconfirmation theory. 相似文献
6.
禅城区联合图书馆的专业化服务 总被引：1，自引：0，他引：1
公共图书馆专业服务代表着图书馆的形象与办馆水平。禅城区联合图书馆采取有效措施提供专业服务,是公共图书馆服务的一种创新。禅城区联合图书馆专业化服务的努力方向是加强专业文献资源建设;加强与行业的沟通;主动地转换服务模式、提高创新意识、改进服务理念;加强员工队伍培养;加强“个性化”服务。公共图书馆开展专业服务是公共图书馆发展的必然趋势,值得推广。 相似文献
7.
读者满意度调查是图书馆提高自身服务质量、促进自我发展的重要手段。为了了解读者对图书馆服务的满意程度及看法,自2007年起,东北林业大学图书馆每年都进行读者满意度调查。文章针对调查结果,剖析影响读者满意的内在因素,结合调查过程中发现的问题,探讨建立读者满意图书馆的举措。 相似文献
8.
读者满意度研究——以东北林业大学图书馆为例 总被引：1，自引：0，他引：1
读者满意度调查是图书馆提高自身服务质量、促进自我发展的重要手段。为了了解读者对图书馆服务的满意程度及看法,自2007年起,东北林业大学图书馆每年都进行读者满意度调查。文章针对调查结果,剖析影响读者满意的内在因素,结合调查过程中发现的问题,探讨建立读者满意图书馆的举措。 相似文献
9.
读者阅读需求与公共图书馆服务——来自莱州市图书馆的调查报告 总被引：1，自引：0，他引：1
莱州市图书馆通过开展时市民的阅读需求问卷调查,进一步摸清了不同层次的读者对公共图书馆建设的意见、建议和要求。适时调整工作、改进服务、增强功能、扩大影响,并且为各级各部门建设规划和改进图书馆服务工作提供了重要参考依据。 相似文献
10.
《The Reference Librarian》2013,54(95-96):125-148
Abstract Between October 2003 and July 2004, the Statewide Virtual Reference Project (a Washington State Library initiative funded by LSTA) developed the Virtual Evaluation Toolkit, or VET. The purpose of VET was to help libraries improve virtual reference services, with resulting increased awareness, usage, and customer satisfaction. VET includes three levels of evaluation tools with information on their implementation and examples of the use of results, along with a generic final report based on three test site evaluations (an academic, public, and special library). The complete manual is available on the Web in order to provide practical and meaningful tools and recommendations that encourage libraries to use them and also to report on their use. 相似文献
11.
以北京大学图书馆2010年读者需求调查为例,通过问卷的部分统计结果探讨了高校不同读者群体间对于图书馆资源与服务方面需求的一些细微差别,以及了解这些差别对图书馆相关发展的意义。 相似文献
12.
图书馆通过LibQUAL+TM评价模式不仅能够获得用户对图书馆实际服务绩效的评价,还可以了解用户对服务的期望,从而通过改进服务、不断缩小实际服务质量与用户期望之间的差距,最大限度地满足用户的需求。基于LibQUAL+TM的图书馆服务质量评价体系应以用户需求为导向,以用户满意度和关注度作为指标测度,通过不断完善资源配置和运行管理机制提高图书馆服务水平,推进图书馆事业健康发展。 相似文献
13.
Xiaorong Shao Allan Scherlen Megan Johnson Xuan Xu Yuan Hu 《International Information and Library Review》2013,45(1-2):28-36
AbstractWhile scholarship has addressed issues around serving international students in U.S. libraries, until recently, relatively little attention has been directly focused upon the library needs of specific ethnic groups. This study surveys 83 Chinese students and scholars after they returned from studying at universities in the United States to measure and document their satisfaction with the academic library services and resources they used during their study abroad. Results of the survey are analyzed with the goal of benchmarking and improving services for this growing academic library user population in the United States. 相似文献
14.
《The Reference Librarian》2013,54(51-52):195-208
Attempts to teach higher level critical thinking skills in library instruction classes are often undermined by students' difficulty in physically locating materials at the library. A User's Survey conducted by a Stack Maintenance Total Quality Management (TQM) Team at Oregon State University's Kerr Library provided further evidence of this difficulty. Consequently, Stack Maintenance support staff and student assistants are now trained to provide point-of-use assistance and instruction. Thus, they have become adjuncts to the Library's information and instruction services. 相似文献
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16.
Donna K. Fitch Unit Coordinator Jean Thomason Associate Director Elizabeth Crabtree Wells Special Collection Coordinator 《The Journal of Academic Librarianship》1993,19(5)
Professional staff at Samford University's Davis Library began to plan for vast organizational changes in the summer of 1990. This article describes their application of TQM principles to preparing for and implementing a restructuring of the Library and discusses the results of this reorganization. 相似文献
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18.
Ciara McCaffrey 《New Review of Academic Librarianship》2019,25(1):59-75
University libraries are going through a period of enormous transformation and have been for some time. This study considers ten years of both incremental and transformational change at the University of Limerick (UL) Library in Ireland. In the last decade library services, staffing, collections, and spaces underwent great changes, in line with international trends. Retrospective analysis of LibQUAL?+?survey data from 2007 to 2016 was conducted to explore how users responded to these changes and to their gradually transforming library. This study outlines the many changes that occurred in the library over the course of ten years and found that satisfaction levels steadily increased in tandem through a systematic step-by-step approach to driving continuous improvement and managing change. The data tells a compelling story of a library where staffing, services, collections, and spaces transformed and where readers’ perceptions of the quality of library services significantly improved. 相似文献
19.
面向学科化服务的中文图书采购可行性策略——以同济大学图书馆为例 总被引：3，自引：1，他引：2
面向学科化服务的馆藏资源建设需要更好地提升图书资源的利用率、读者满意度和资源发展空间。同济大学图书馆从中文图书采购工作实践出发,树立中文图书采购要面向学科化服务的理念和原则,研究适应学科分布和专业发展的图书资源建设可行性策略。坚持实施基于核心出版社采购、基于专业导向、基于满足读者需求和基于馆藏建设需求4种采购策略,同时测评策略的可行性及其影响因素和各项指标,实施面向学科化服务的有效采购措施,以达到提高图书馆馆藏资源建设质量的目标。 相似文献