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Jon E. Crossno Claudia H. DeShay Mary Ann Huslig Helen G. Mayo Emily F. Patridge 《Journal of the Medical Library Association》2012,100(3):171-175
Question:
What type of liaison program would best utilize both librarians and other library staff to effectively promote library services and resources to campus departments?Setting:
The case is an academic medical center library serving a large, diverse campus.Methods:
The library implemented a “facilitator model” program to provide personalized service to targeted clients that allowed for maximum staff participation with limited subject familiarity. To determine success, details of liaison-contact interactions and results of liaison and department surveys were reviewed.Results:
Liaisons successfully recorded 595 interactions during the program''s first 10 months of existence. A significant majority of departmental contact persons (82.5%) indicated they were aware of the liaison program, and 75% indicated they preferred email communication.Conclusion:
The “facilitator model” provides a well-defined structure for assigning liaisons to departments or groups; however, training is essential to ensure that liaisons are able to communicate effectively with their clients. 相似文献3.
Crossno JE Berkins B Gotcher N Hill JL McConoughey M Walters M 《Bulletin of the Medical Library Association》2001,89(2):170-176
OBJECTIVES: In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. METHODS: Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys. RESULTS: Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results. CONCLUSIONS: ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas. 相似文献
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