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In this book, nine librarians from across the country describe their libraries' best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers.

Public services (Libraries) --- Bibliothèques --- Customer services --- Services aux publics --- Bibliothèques

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Service learning. --- Universities and colleges --- Community development. --- Citizenship. --- Civic improvement. --- Community and college. --- Public services.

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This insightful book shows you how to deal with an issue as old as the library profession: interacting with problem patrons. It looks at this fact of life that affects almost every facet of library work and provides practical solutions--some developed within the field and some borrowed from other professions--that will improve reference services for those you serve and make the work of your library staff less stressful, more productive, and increasingly meaningful.

Helping the Difficult Library Patron: New Approaches to Examining and Resolving a Long-Standing and Ongoing Problem exami

Public services (Libraries) --- Libraries and community. --- Libraries --- Customer relations. --- Conflict management. --- Libraries and readers --- Library public services --- Library services to users --- Library users --- Public libraries --- Library science --- Business --- Public relations --- Consumer affairs departments --- Customer advisory boards --- Relationship marketing --- Community and libraries --- Communities --- Conflict control --- Conflict resolution --- Dispute settlement --- Management of conflict --- Managing conflict --- Management --- Negotiation --- Problem solving --- Social conflict --- Crisis management --- Public relations. --- Security measures. --- Public services --- Services to users --- Services for

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This volume presents practical examples to impart fundamental knowledge about the application of market research instruments in actual library practice. The focus is on applying methods and scenarios that are targeted at optimizing or expanding user-related services. The range of applications includes customer satisfaction surveys and questionnaire-based inquiries about the information behavior of library users, and a discussion of "mystery shopping" as a building block for systematic quality management. In addition, it discusses usability testing for library websites and the use of online res

Libraries --- Public services (Libraries) --- Library Web sites --- Online information services --- Library users --- Information behavior --- Information-seeking behavior --- Human behavior --- Library customers --- Library patrons --- Patrons of libraries --- Readers (Library users) --- Reading public (Library users) --- Users of libraries --- Persons --- Electronic information services --- On-line information services --- Online services (Information services) --- Information services --- Web sites --- Web librarianship --- Libraries and readers --- Library public services --- Library services to users --- Public libraries --- Library science --- Evaluation. --- Testing. --- Attitudes. --- Research. --- Public services --- Services to users --- Services for --- Market research. --- libraries. --- quality management.

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Assessing impact is increasingly critical to the survival of services: managers now require comprehensive information about effectiveness, especially in relation to users. Outlining a rigorously tested approach to library evaluation and offering practical tools and highly relevant examples, this book enables LIS managers to get to grips with the slippery concept of service impact and to address their own impact questions in their planning. The 2nd edition is fully updated to include international approaches to qualitative library evaluation, new international research, and current debates on the evolving nature of evaluation, as well as reflections on the importance of involving stakeholders and of evaluation to guide advocacy. This is an essential tool for practising library and information service managers and policy makers in the field. It will be equally relevant to LIS policy shapers and managers in public, education (schools, further and higher education), health and special libraries and information services working in any country or internationally. It will also be of interest to people engaged in professional education in the field as lecturers or students.

025.12 --- 02 --- 02 Bibliotheekwezen --- Bibliotheekwezen --- 025.12 Bibliotheekbeheer: statistieken, rapporten; prestatiemeting --- Bibliotheekbeheer: statistieken, rapporten; prestatiemeting --- Information user --- Libraries --- Evaluation. --- Public services (Libraries) --- Bibliothèques --- Evaluation --- Services aux usagers