Building better customer relationships: case studies from Malta and the UK

2006 ◽  
Vol 27 (6/7) ◽  
pp. 430-445 ◽  
Author(s):  
Judith Broady‐Preston ◽  
Joanna Felice ◽  
Susan Marshall
Keyword(s):  
Large Scale ◽  
Essential Element ◽  
Customer Relationships ◽  
Market Potential ◽  
University Libraries ◽  
Basic Premise ◽  
Content Type ◽  
Good Communication ◽  
The Uk ◽  
The University

PurposeThe purpose of this paper is to analyse the results of two surveys conducted at the University of Malta Library, 2003‐20044 and Lanchester Library, University of Coventry, 2005‐2006. Relationships between library staff and their customers are explored using a customer relationships management (CRM) framework.Design/methodology/approachFocus groups were used to ascertain customer and staff perceptions of the quality of library service and the existing nature of customer/librarian relationships.FindingsCRM was a useful framework for analysing the perceived worth of university libraries. In the contemporary competitive environment, librarians needed not only to ascertain and meet customer need, but to form active collaborations with their customers if the true market potential of academic libraries is to be realised. Good communication strategies are essential for CRM to be successful. Training for staff and customers in information skills and/or new systems is an essential element of a CRM approach.Research limitations/implicationsFurther large‐scale research is desirable to test the basic premise and the methodology employed in greater depth.Practical implicationsInvolving customers actively in the design and delivery of library services has positive benefits vis‐à‐vis the perceived worth and value of the service within the wider institution.Originality/valueDemonstrates the value of adopting a CRM strategy within university libraries.

scholarly journals Supporting the employability agenda in university libraries

2018 ◽  
Vol 119 (1/2) ◽  
pp. 101-108 ◽  
Author(s):  
Maria Mawson ◽  
Amy C. Haworth
Keyword(s):  
Information Literacy ◽  
Review Of Literature ◽  
University Libraries ◽  
Content Type ◽  
Challenges And Opportunities ◽  
The Uk ◽  
The University ◽  
Uk Higher Education ◽  
Work Done

Purpose This paper aims to outline work to support the employability agenda in the Library at the University of Sheffield, set in the context of debates about the nature of employability, employability skills and information literacy in the workplace. Design/methodology/approach The paper starts with a brief review of literature on employability and student skills in the UK higher education sector, the place of information literacy as an employability attribute and information literacy in the workplace. It goes on to outline work done in the Library at the University of Sheffield to support the employability agenda. This includes the development of a commercial awareness workshop in collaboration with other services and the incorporation of student and alumni voices in an employability guide. Findings The literature reviewed highlights the differences between information literacy in the workplace and academia. This could present challenges and opportunities in promoting information literacy as an employability attribute. The case study highlights the benefits of working in collaboration with students and services beyond the library in the employability arena. Originality/value The approaches taken in Sheffield may be of interest to other institutions looking to develop support for the employability agenda.

Can you measure IT? The UK experience of TechQual+

2014 ◽  
Vol 15 (1/2) ◽  
pp. 32-40 ◽  
Author(s):  
Ian Hall ◽  
Jessica Stephens ◽  
Sarah Kennedy
Keyword(s):  
Data Protection ◽  
Senior Managers ◽  
Web Based ◽  
Content Type ◽  
Survey Tool ◽  
Technology Services ◽  
Protection Legislation ◽  
The Uk ◽  
The University

Purpose – The University of York Library, part of its Information Directorate, has successfully run an annual user survey using LibQUAL+ since 2008. The tool has proven invaluable in understanding user needs and measuring improvements. The ability to benchmark performance has been well received by university senior managers. Following this positive experience, the Directorate piloted the TechQual+ survey to assess its technology services. TechQual+ is a total market-survey tool developed on the same principles as LibQUAL+. York was the first university in the UK to do this. The purpose of this paper is to reflect upon the experience and its relevance to information services. Design/methodology/approach – A team was established to co-ordinate the distribution of the survey, which was e-mailed to all university members. The survey was conducted over a period of three weeks in December 2011 using their web-based tool. The team worked with the survey providers to make amendments in order to comply with UK Data Protection legislation. Findings – The TechQual+ tool provided a rich set of data on the IT needs of University of York students and staff, including a wealth of comments. As the first use of the tool in the UK, a number of outcomes arose from the pilot: methods for running the survey in order to meet UK data protection requirements; feedback on the tool itself, with some questions not understood from a UK context; a rich set of results data, with some similarities (and several differences) to those available through LibQUAL+. Originality/value – The paper presents the first application of the TechQual+ survey in UK and discusses the issues faced when implementing it in a UK context. The case study will be of interest to libraries or converged services interested in assessing their IT provision.

Trust, efficacy and ethicacy when testing prisoners for COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Steve Lambert ◽  
Dean Wilkinson
Keyword(s):  
Large Scale ◽  
Current System ◽  
Epidemiological Studies ◽  
Careful Consideration ◽  
Power Relationships ◽  
England And Wales ◽  
Content Type ◽  
Large Scale Testing ◽  
The Uk ◽  
The Impact

Purpose The outbreak of the severe acute respiratory syndrome coronavirus 2 virus and subsequent COVID-19 illness has had a major impact on all levels of society internationally. The extent of the impact of COVID-19 on prison staff and prisoners in England and Wales is unknown. Testing for COVID-19 both asymptomatic and symptomatic, as well as for antibodies, to date, has been minimal. The purpose of this paper is to explore the widespread testing of COVID-19 in prisons poses philosophical and ethical questions around trust, efficacy and ethicacy. Design/methodology/approach This paper is both descriptive, providing an overview of the widespread testing of COVID-19 in prisoners in England and Wales, and conceptual in that it discusses and argues the issues associated with large-scale testing. This paper provides a discussion, using comparative studies, of the issues associated with large-scale testing of prisoners across the prison estate in England and Wales (120 prisons). The issues identified in this paper are contextualised through the lens of COVID-19, but they are equally transferrable to epidemiological studies of any pandemic. Given the prevalence of COVID-19 globally and the lack of information about its spread in prisons, at the time of writing this paper, there is a programme of asymptomatic testing of prisoners. However, there remains a paucity of data on the spread of COVID-19 in prisons because of the progress with the ongoing testing programme. Findings The authors argue that the widespread testing of prisoners requires careful consideration of the details regarding who is included in testing, how consent is gained and how tests are administered. This paper outlines and argues the importance of considering the complex nuance of power relationships within the prison system, among prisoner officers, medical staff and prisoners and the detrimental consequences. Practical implications The widespread testing of COVID-19 presents ethical and practical challenges. Careful planning is required when considering the ethics of who should be included in COVID-19 testing, how consent will be gained, who and how tests will be administered and very practical challenges around the recording and assigning of COVID-19 test kits inside the prison. The current system for the general population requires scanning of barcodes and registration using a mobile number; these facilities are not permitted inside a prison. Originality/value This paper looks at the issues associated with mass testing of prisoners for COVID-19. According to the authors’ knowledge, there has not been any research that looks at the issues of testing either in the UK or internationally. The literature available details countries’ responses to the pandemic rather and scientific papers on the development of vaccines. Therefore, this paper is an original review of some of the practicalities that need to be addressed to ensure that testing can be as successful as possible.

Factors influencing collection development process at the University of Nairobi Library

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Grace Wambui Kamau ◽  
Aggrey Luyiya Elegwa
Keyword(s):  
Development Policy ◽  
Development Process ◽  
Research Output ◽  
Background Information ◽  
Collection Development ◽  
University Libraries ◽  
Content Type ◽  
University Library ◽  
Factors Influencing ◽  
The University

PurposeThe purpose of this study was to investigate the factors influencing the collection development process at the University of Nairobi library and suggest ways for improvement.Design/methodology/approachA qualitative approach was employed to collect, analyze and interpret data from collection development librarians at the University of Nairobi purposively selected. Data were collected through structured interviews and documentary review. Data were analyzed using content analysis and descriptive statistics.FindingsThe study established that the library has a written collection development policy which was revised in 2014 and is strictly adhered to. However, the policy has a gap on the role of faculty as stakeholders in the selection process. In addition, the criteria for selection are not explicitly stated. Findings also indicate that budget allocation, collection development policy, user demands, quality of staff, library consortium and the Public Procurement and Asset Disposal Act of 2015 influence the collection development process at the University of Nairobi Library.Research limitations/implicationsThe study was conducted in one public university library in Kenya. However, the findings may be applicable in similar university libraries in the country.Practical implicationsThe findings of this study may benefit students and faculty in the University of Nairobi from improved collection development process that would ensure that their information needs are met in a timely manner. This would lead to improved research output by students and faculty and ultimately improved research output by the university. University library management may also benefit in improving the collection development process, thereby making it more economical. The findings may also be useful in decision-making and policy development on matters pertaining to collection development at the University of Nairobi and other universities. Furthermore, the findings may be used by researchers to provide context and background information for future research on collection development in public universities locally and regionally.Originality/valueThis paper fulfills the need to make the collection development process in university libraries more efficient by proposing ways of addressing the challenges experienced.

Innovation during crisis: exploring reaction of Swedish university libraries to COVID-19

2020 ◽  
Vol 36 (4) ◽  
pp. 365-375
Author(s):  
Serdar Temiz ◽  
Lakshmi Pradip Salelkar
Keyword(s):  
Academic Libraries ◽  
Social Impact ◽  
Web Search ◽  
Working Hours ◽  
Research Approach ◽  
University Libraries ◽  
Content Type ◽  
Social Distancing ◽  
Digital Services ◽  
The University

Purpose While universities are using more digital tools such as learning management systems (canvas, blackboard, etc). or massive open online courses (MOOCS) such as MIT, OpenCourseWare, edX, Coursera, digitalization has also influenced university libraries. Digital services of academic libraries need exploration on how they provide digital services and how they respond to COVID-19. Therefore, the purpose of this paper is to explore and map digital services of academic libraries and their response to COVID-19 in Sweden. Design/methodology/approach Qualitative research approach is used in this study. Through a Web search, data was gathered from all 39 universities in Sweden through two means: visiting university and their respective library websites; examination of other documents provided by the university such as press releases, announcements. Evaluation of the content and digital services and libraries response to COVID-19 is conducted by thematic coding. Findings In response to the ongoing COVID-19 spread, a general trend seen among all is limited working hours, shutting down physical libraries for general public, unmanning operations. All 39 number of universities in Sweden have moved their offerings toward using online tools. The main themes that have been identified from our study are as follows: Availability of Information, Accessibility of resources, Collaboration with other actors, Increased use of existing services, motivation and support to practice social distancing. Research limitations/implications Owing to the limitations of COVID-19 conditions, time and other aspects, there was not any opportunity to visit the university libraries or book time to interview librarians or students, which led to limited level and imperfect research. There are many other activities that university libraries are offering to their employees and using their internal newsletters and email groups to reach their audience; as a result, some of digital services that are offered during COVID-19 might have not been noticed. Practical implications These findings can provide base to other universities on how to react to COVID-19 and bring more discussion. Social implications COVID-19 has big social impact on people. The findings present that libraries can go beyond their responsibilities and provide emotional and psychological support the community towards social distancing such as videos, social online meetings, live video workshops. Originality/value The findings from this study call for a review digital services of academic libraries and their response to COVID-19 in Sweden, so that best reactions and services could be understood.

Strategies for sustainable services in academic libraries

2016 ◽  
Vol 37 (6/7) ◽  
pp. 298-307
Author(s):  
Dianne Cmor
Keyword(s):  
Staff Development ◽  
Academic Libraries ◽  
Large Scale ◽  
University Libraries ◽  
Content Type ◽  
Sustainable Services ◽  
Technological University ◽  
Structured Communication ◽  
Practical Implications

Purpose The purpose of this paper is to explore distinctive yet simple strategies for sustainability in academic libraries focussing on structured communication templates for stakeholders, pre-planned daily programming, and regularized, self-sustaining staff development. Design/methodology/approach Case study of unique strategies implemented at Nanyang Technological University Libraries. Findings Each of the three strategies has been successfully launched though they are at various stages of maturity. The first two strategies (structured communication templates and daily programming) have been implemented quite recently, whereas the staff development programme has been running for some time. Findings indicate that sustainability in all of these cases is directly linked to good planning which either minimizes daily, weekly or monthly work, and/or helps to clarify goals and focus action. Practical implications These strategies are feasible, transferable, malleable, and impactful such that other academic libraries with varying staffing structures can adopt and adjust them to their local needs. Originality/value Implementing simple sustainable services and strategies can have real impact and can provide alternatives to large-scale projects that may be too resource intensive for many to undertake on a regular basis.

Enablers, challenges and relationships between research impact and theory generation

2016 ◽  
Vol 23 (1) ◽  
pp. 20-39 ◽  
Author(s):  
Gary D. Holt ◽  
Jack Steven Goulding ◽  
Akintola Akintoye
Keyword(s):  
Research Impact ◽  
External Factors ◽  
Internal Factors ◽  
Content Type ◽  
Academic Context ◽  
Industry Engagement ◽  
Theory Generation ◽  
The Uk ◽  
A Minor ◽  
The University

Purpose – Perceptions drawn from the construction management research (CMR) community regarding research impact (RI) and its relationship to theory generation (TG) are examined. Investigative emphasis is on RI and TG enablers and challenges (within an academic context). The paper aims to discuss these issues. Design/methodology/approach – Qualitative narrative data accrued from open-ended questions within a structured questionnaire survey are analysed using frequency, quantitative content analysis, and graphical methods. A model of the RI/TG interface is presented and discussed. Findings – Principal RI enablers are “facilitation” (industry engagement, time); while principal constraints include “internal factors” (the academic, the university) and “external factors” (collaboration, funding). Respective TG enablers are “resources” (competence, time, funding) and corresponding challenges include “external factors” (market forces, compliance). RI is considered a minor challenge to TG. Research limitations/implications – The study adds empirical evidence to the ongoing RI debate within the UK generally and with regard to the CMR discipline more specifically. Originality/value – RI research is relatively sparse, while the findings in regard to CMR are entirely novel.

Collection building trend among the institutes of higher learning in India: a preferential race between print and electronic resources

2016 ◽  
Vol 35 (4) ◽  
pp. 119-126 ◽  
Author(s):  
Ramesh Pandita ◽  
Shivendra Singh
Keyword(s):  
Human Resource Development ◽  
Higher Learning ◽  
University Libraries ◽  
Electronic Resources ◽  
Ranking List ◽  
Content Type ◽  
Electronic Documents ◽  
Institutes Of Technology ◽  
Engineering And Technology ◽  
The University

Purpose The present study aims to assess the resource procurement preferences among the leading academic libraries of the institutes of higher learning across India. The study analyses the amount and percentage of budget spent by the institutions under study during the period 2012-2013, 2013-2014 and 2014-2015 on the procurement of print and electronic resources in their libraries. The study also discusses about concerns with regard to the subscription of e-resources and the reasons for weaning interest among the Indian academicians towards the print resources. Design/methodology/approach By and large, the scope of the study is limited to institutes of higher learning across India, but reflects a great deal of relevance to the global higher education practices. The study has been undertaken on the 20 leading institutes each from Universities, Institutes of Management and Institutes of Technology in India, based on the ranking list released by the Ministry of Human Resource Development, Government of India, on 4 April 2016. Findings The electronic documents are the dominant forms of present day library procurements in India, with the print struggling to retain its readership. The Institutes of Engineering and Technology and Management have almost similar procurement preferences, spending almost three-fourth of their library budgets on the procurement of e-documents. On average, the University libraries in India have spent 43.54 per cent of their budget on the procurement of print resources and 56.46 per cent of their budget on the procurement of electronic resources during the period of study. Similarly, on average, each Institute of Engineering and Technology has spent 24.04 per cent of their library budget on the procurement of print documents and 75.96 per cent towards the procurement of electronic resources, whereas 27.51 per cent of the library budget by the Institutes of Management in India is being spent on the procurement of print resources and 72.49 per cent towards the procurement of electronic resources. Originality/value The study is original and is first of its kind, undertaken on three different category of institutions, based on the national ranking of the country.

Mobile services at academic libraries: meeting the users’ needs?

2014 ◽  
Vol 32 (2) ◽  
pp. 336-345 ◽  
Author(s):  
Catharine Bomhold
Keyword(s):  
Academic Libraries ◽  
Research Universities ◽  
Mobile Services ◽  
University Libraries ◽  
Carnegie Foundation ◽  
Mobile Environment ◽  
Content Type ◽  
Current State ◽  
The Usa ◽  
The University

Purpose – The purpose of this paper is to describe how academic libraries in the USA have responded to the rapidly evolving mobile environment and to determine if there is a noticeable, comprehensive pattern to instituting mobile services. Design/methodology/approach – The researcher surveyed library mobile services of 73 academic libraries at Carnegie Foundation rated RU/VH institutions. Based on this survey, the paper describes the current state of mobile services at very high research universities. Findings – While most academic libraries at research universities have some sort of mobile presence, what is offered is highly varied and is not predictable. There are still many notable University libraries that have no mobile presence. Practical implications – This study highlights the inconsistent nature of mobile services at research universities and identifies best practices in place at others. Originality/value – This is the first study to employ the Carnegie Foundation ratings of the university in which the library functions.

University’s multi-scale initiatives for redefining city development

2017 ◽  
Vol 18 (1) ◽  
pp. 50-62 ◽  
Author(s):  
Natalia Ratajczyk ◽  
Iwona Wagner ◽  
Agnieszka Wolanska-Kaminska ◽  
Tomasz Jurczak ◽  
Maciej Zalewski
Keyword(s):  
Green Infrastructure ◽  
Large Scale ◽  
Natural Capital ◽  
Legal Protection ◽  
Education Institution ◽  
City Development ◽  
Capital Projects ◽  
Content Type ◽  
The University ◽  
The City

Purpose The purpose of this paper is to present the varied roles played by the University of Lódz (UL) in maintaining and restoring the natural capital of a city as a driver for sustainable city development. The higher education institution can be perceived as visionary, originator and executor of natural capital projects. Design/methodology/approach The paper analyses three cases performed by the Faculty of Biology and Environmental Protection, UL, in the city of Lódz. The activities are based on different scales ranging from city-wide to local, e.g. river and green infrastructure, and which vary in character from policy planning to implementation. Findings Natural capital projects influence city development on different levels: by the initiation of legal protection, by the implementation of rehabilitation concepts for rivers and by influencing the strategic documents for mid-term and long-term urban development. Originality/value The university has the potential for multidisciplinary engagement in the development of urban sustainability. In large-scale projects, academics play a more conceptual role, in capacity building and knowledge transfer, while in local-scale implementations, their role includes innovation, know-how and technology transfer. Moreover, it may act as a reinforcement hub, by safeguarding and strengthening the natural capital of the city.

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