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Library resources (see library
listings below)
Delivering Satisfaction and Service Quality: A Customer-based
Approach for Libraries, by Peter Hernon and John R. Whitman, American Library Association order #: 0789-X-2230
(ALA members, $36; others $40).
Libraries
and Tourism, published November 2003 at the UNESCO Libraries Portal (see
Points of View or the UNESCO Network of Associated Libraries sites).
"Customer Focus at the Los Alamos National Research Library: A case study on
satisfaction leadership at Los Alamos." Download this free
paper.
Diversity
suggestions for libraries A list of ideas for how a library might address
issues of diversity among its information users.
"Top
Technology Trends" as identified by a committee of the Library and
Information Technology Association (American Library Association).
Senior Short Story
Reading Group Resources: An organizational guide and syllabus for those
interested in starting reading groups for seniors.
Library
Bill of Rights, American Library Association.
See the Bertelsmann Foundation and German
Library Association (DBV) initiative to monitor long-term performance of
libraries, called BIX and the
Bertelsmann Foundation International
Network of Public Libraries.
Note on LibQUAL+™ vs. Beneserve:
LibQUAL+ (offered by the Association of Research Libraries, ARL) appears to be
a web-based tool to measure the gap between ideal and actual service delivery.
LibQUAL+ might be a good tool to employ when undertaking a strategic planning exercise.
Our Beneserve tool, however, is best used as an
ongoing measure of actual customer satisfaction, ideal for periodic feedback
on how well you are achieving strategic goals as set forth in your strategic
plan.
See Resources for
additional papers and other resources.
List your library below.
Please email
us if you would like us to link to your library below. Then put the following link in your
website and you will receive free satisfaction reports by email:
http://www.surveytools.com/library.
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