May 2015 | 232pp
CILIP members price: £43.95
Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors:
This book shows how to nurture an environment of continuous improvement through effective service quality assessment.
Readership: Senior librarians, library directors, and trustees will learn how to see the library as the customer does with the aid of dozens of tools to measure service quality - from mystery shoppers and benchmarking to surveys and group interviews.
1. Understanding ends and means
2. A look in the library mirror
3. “Your mission, should you choose to accept it...”
4. Measuring and evaluating the components of high-quality service
5. What can go wrong with numbers?
6. Different ways of listening to customers
7. Managing the three Cs (comments, complaints, and compliments)
8. Listening through surveys
9. Listening through focus group interviews
10. Customer-related metrics and requirements
11. Satisfaction and service quality: separate but intertwined
12. Interpreting findings to improve customer service
13. Embracing change - continuous improvement
”Throughout, figures provide straightforward model assessment forms and practical examples for the concepts being discussed…As the chair of my library’s assessment committee, which incorporates assessment into all aspects of our operations, I believe that libraries of all types can benefit from the various assessment concepts and strategies presented and discussed. Librarians charged with doing assessment for their organizations will find the book valuable in both theory and practice."
- Technical Services Quarterly
"The third edition presents some major updates, reflecting the changing library landscape and technologies. The authors felt the need to make updates in the third edition to address these recent changes, primarily citing newer developments in the library culture at large. Additions in the new edition, such as incorporating and surveying social media, are examples of the new content...the text is clearly written and presented, with many figures and illustrations to support the discussion points. The book would provide a good foundation for anyone looking to start an assessment or survey of their library and gives a solid framework for the process of initiating the work involved in such an endeavor."
- Reference Reviews