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This is a practical guide to measure library services, which puts customers at the centre of the evaluation process. It provides measurement strategies and data collection methods to measure service quality in academic and public libraries. Some of the topics explored are: compliment and complaint tracking systems, listening to customers through surveys and focus groups; and continuous service quality improvement. Numerous tracking forms and measurement tools can be adapted to specific library situations. Samples from academic and public libraries are included.

Production management --- Information user --- IKZ (integrale kwaliteitszorg) --- kwaliteit --- Library research --- bibliotheekgebruik --- United States --- 024-052 --- Public services (Libraries) --- -Public services (Libraries) --- -Libraries --- Libraries --- Libraries and readers --- Library public services --- Library services to users --- Library users --- Public libraries --- Library science --- Bibliotheekgebruikers. Benutzerforschung. User Studies --- Evaluation --- Public services --- Services to users --- Services for --- -Bibliotheekgebruikers. Benutzerforschung. User Studies --- 024-052 Bibliotheekgebruikers. Benutzerforschung. User Studies --- -024-052 Bibliotheekgebruikers. Benutzerforschung. User Studies --- United States of America --- Qualite, controle de --- Bibliotheques et lecteurs --- Etats-unis

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Information retrieval --- Évaluation --- evaluation --- Service d'information --- information services --- Système d'information --- information systems --- Contrôle de qualité --- quality controls --- Bibliothèque --- libraries --- bibliothéconomie --- library sciences --- 002 --- 025.12 --- 024-052 --- Informatie 002 --- Informatieverzorging i. v. m. documentatie --- Bibliotheekbeheer: statistieken, rapporten; prestatiemeting --- Bibliotheekgebruikers. Benutzerforschung. User Studies --- 024-052 Bibliotheekgebruikers. Benutzerforschung. User Studies --- 025.12 Bibliotheekbeheer: statistieken, rapporten; prestatiemeting --- 002 Informatieverzorging i. v. m. documentatie --- evaluation.

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Aiming to help libraries market their services using low-cost or no-cost techniques, Woodward shares practical lessons for any library's revitalization inspired by the success of mega bookstores. Bookstores focus on the customer, and libraries need to take a page from their book.

Public services (Libraries) --- Libraries --- Public relations --- Documentation --- Public institutions --- Librarians --- Libraries and readers --- Library public services --- Library services to users --- Library users --- Public libraries --- Library science --- Space utilization --- Social aspects. --- Marketing. --- Public relations. --- Public services --- Services to users --- Services for --- 024-052 --- 024-052 Bibliotheekgebruikers. Benutzerforschung. User Studies --- Bibliotheekgebruikers. Benutzerforschung. User Studies --- Marketing --- Space utilization&delete& --- Social aspects

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Information user --- 024-052 --- 316.774 --- Information services --- Libraries --- Documentation --- Public institutions --- Librarians --- Data collection services --- Information brokers --- Information centers --- Information science service organizations --- Information service providers --- Providers of information services --- Information retrieval --- Information science --- Research --- Bibliotheekgebruikers. Benutzerforschung. User Studies --- Massamedia--(communicatiesociologie); technologische aspecten zie {659.3} --- 316.774 Massamedia--(communicatiesociologie); technologische aspecten zie {659.3} --- 024-052 Bibliotheekgebruikers. Benutzerforschung. User Studies --- Information behavior --- Information-seeking behavior --- Human behavior

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This book is aimed at all librarians and information professionals working in culturally diverse environments, whether in an academic, public or commercial setting. It addresses the issues of communication, diplomatic etiquette and common courtesies from a wide range of cultures and of how to provide library services across cultural boundaries and languages. Each chapter clearly defines a different aspect and provides clear guidance and strategies for librarians to follow in their everyday work. The book is packed with advice on how to deal with many of the situations, which arise as the result

024-052 --- 024-052 Bibliotheekgebruikers. Benutzerforschung. User Studies --- Bibliotheekgebruikers. Benutzerforschung. User Studies --- Reference services (Libraries) --- Libraries and immigrants --- Reference librarians --- Communication in library administration --- Attitudes --- E-books --- Libraries and immigrants. --- Communication in library administration. --- Library administration --- Librarians --- Immigrants and libraries --- Libraries --- Libraries and foreign population --- Library services to immigrants --- Public libraries --- Immigrants --- Library reference services --- Reference work (Libraries) --- Information services --- Public services (Libraries) --- Attitudes. --- Services to immigrants --- Reference department --- Communication, International.