scholarly journals Benchmarking user satisfaction in academic libraries - a case study

2009 ◽  
Vol 27 (87) ◽  
pp. 29-37 ◽  
Author(s):  
Sebastian Mundt
Keyword(s):  
Public Relations ◽  
User Satisfaction ◽  
Best Practice ◽  
Academic Library ◽  
Internal Communication ◽  
Library Management ◽  
Telephone Interviews ◽  
Culture Of Assessment ◽  
Survey Results

Customer satisfaction and service quality have so far been evaluated mostly from a local perspective although the quality element has been firmly established in academic library management for at least a decade. Critics of inter-institutional comparisons often object that different preconditions are not considered adequately. Examples from a joint user satisfaction survey conducted by 15 German university libraries in 2001 suggest that comparative data are a suitable means to identify cases of "best practice" and can effectively initialize processes of customer-focussed improvement. Furthermore, if compared with corresponding statistical data or performance measures, satisfaction ratings can reveal possible structural strengths and deficits relative to other libraries. On the other hand, follow-up telephone interviews with participating libraries showed that the survey results substantially challenged the institutions' internal communication and public relations organisation, and underlined that even in a well-developed culture of assessment the need for professional mediation and coordination of comparative analyses may not be underestimated.

Communicating value through strategic engagement

2018 ◽  
Vol 39 (3/4) ◽  
pp. 154-165 ◽  
Author(s):  
Scott Walter
Keyword(s):  
Academic Library ◽  
First Century ◽  
Content Type ◽  
Campus Engagement ◽  
Library Assessment ◽  
Culture Of Assessment ◽  
The University ◽  
Library Value ◽  
University Setting

Purpose The purpose of this paper is to explore ways in which “library value” may be communicated in a university setting through more effective engagement with strategic planning and a broader array of campus partners. Design/methodology/approach This paper presents a case study of an academic library in which alignment with the university mission and strategic plan and alignment of library assessment efforts with the broader culture of assessment at the university have resulted in positive gains for the library in terms of campus engagement and recognition of library value. Findings This paper provides insights into successful strategies for improved communication of library value to senior leadership, new investment in library facilities, and enhanced opportunities for collaboration across the university on strategic initiatives including student success, innovation in teaching and scholarship, and community engagement. Originality/value This paper provides library leaders with new approaches to engagement with campus partners and senior academic leadership in promoting the library as a strategic resource worthy of investment in the twenty-first century.

scholarly journals Developing an academic library assessment plan: a case study

2015 ◽  
Vol 16 (1) ◽  
pp. 48-61 ◽  
Author(s):  
Gregory Arnold Smith ◽  
Howard Dale Tryon ◽  
Lori Beth Snyder
Keyword(s):  
Planning Process ◽  
Single Case ◽  
Relevant Literature ◽  
Academic Library ◽  
Survey Analysis ◽  
Internal Factors ◽  
Content Type ◽  
Library Assessment ◽  
Culture Of Assessment

Purpose – The purpose of this paper is to analyze the process of developing an academic library assessment plan and its relation to the furtherance of a culture of assessment. Design/methodology/approach – Qualitative study of a university library’s assessment planning process; findings based on documentary evidence as well as an employee survey; analysis framed in relationship to relevant literature. Findings – Planning for the future of assessment offered the Jerry Falwell Library a significant opportunity for organizational change. Evaluations of the planning process were mixed, but generally revealed evidence of conditions associated with the development of a culture of assessment. Participants saw planning as the product of both external and internal factors. The plan’s orientation toward value and impact, though clearly understood, was not universally appreciated. Implementation of the plan remains a substantial challenge. Research limitations/implications – Reliability is subject to the limitations inherent to qualitative methods. Single case study design limits generalizability to different contexts. Practical implications – The goal of developing a culture of assessment is not to be achieved easily or quickly. Library employees may be most inclined to support an assessment agenda when it is driven by internal factors such as quality improvement and the pursuit of efficiency and effectiveness. Originality/value – The study emphasizes the process of developing an assessment plan at a university with a strong teaching mission. Additionally, it provides insight into the relationship between assessment planning and a culture of assessment.

Student veterans and the academic library

2015 ◽  
Vol 43 (2) ◽  
pp. 262-279 ◽  
Author(s):  
Chloe Persian Mills ◽  
Emily Bounds Paladino ◽  
Jacqueline Courtney Klentzin
Keyword(s):  
Nontraditional Students ◽  
Quantitative Research ◽  
Academic Library ◽  
Student Veterans ◽  
Content Type ◽  
Student Veteran ◽  
Face To Face ◽  
Academic Literature ◽  
Survey Results

Purpose – The purpose of this study is to investigate whether student veterans have specific library-related needs and how librarians can best meet them. Design/methodology/approach – Researchers developed a survey which was administered both online and in paper copies. The survey results indicated need for further investigation; six face-to-face interviews with volunteers were conducted. Findings – Principle findings were that while student veterans do resemble nontraditional students in their needs and characteristics, important distinctions from that population could be noted. In addition, dedicated student veteran centers and/or offices provide librarians with the best possible means of communications with this particular population. Research limitations/implications – This case study demonstrates that individual institutions are well-served to investigate the specific characteristics of their own student veteran population. Librarians can utilize outreach to student veterans through their institution’s veteran center (if available), and may wish to employ the specific outreach practices detailed in the study. Originality/value – Virtually no other qualitative or quantitative research regarding the specific needs and characteristics of this academic population exists in the literature of the library sciences, and the academic literature that does address the population, coming from the student services arena, does not include mention of academic libraries.

scholarly journals Innovative application of knowledge management in organizational restructuring of academic libraries: A case study of Peking University Library

IFLA Journal ◽  
2020 ◽  
Vol 46 (1) ◽  
pp. 15-24
Author(s):  
Long Xiao
Keyword(s):  
Knowledge Management ◽  
Academic Libraries ◽  
Academic Library ◽  
Library Management ◽  
University Library ◽  
Institutional Settings ◽  
Peking University ◽  
The University ◽  
Knowledge Demands

A traditional library’s functions are centered on library collection and information resources and their utilization. A library management system comprises resource acquisition, cataloguing, circulation, reading, and reference in respect of “literature streams.” Functionally, libraries have currently evolved into knowledge service centers, which are oriented toward knowledge, committed to knowledge innovation, and centered on the knowledge demands of users. Meanwhile, library management has also gradually shifted to focus on knowledge management. However, the applications of knowledge management are mainly limited to library services. It lacks innovative applications in internal management such as business flow and institutional settings. This article takes Peking University Library, one of the top-notch academic libraries in China, as a case study to explore this issue. Through restructuring its organization and re-setting its staff positions based on the “knowledge stream” as the core, the academic library intends to satisfy the knowledge demands of different types of users and create an environment in favor of knowledge flow and innovation. All of these efforts further support the development of the university.

Reviews : Brockman, John R. Academic library management research: an evaluative review. Report No. 33. Centre for Library and Information Management, Department of Library and Information Studies, Loughborough Uni versity, 1984. v, 65 pp. £7.50. ISBN 0 904924 57 2. Gilder, Leslie (ed.). IT: resource strategies for academic libraries. Proceedings of a conference held by the Centre for Library and Information Management and the IT Working Group of the Council of Polytechnic Librarians, 29th November, 1983. Centre for Library and Information Management, Department of Library and Information Studies, Loughborough University, 1984. iii, 48 pp. £8.00. ISBN 0 904924 53 X. Wood, Lawraine. Special library and information service management research: a literature review. Report No. 34. Centre for Library and Information Management, Department of Library and Information Studies, Lough borough University, 1984. 64 pp. £7.50. ISBN 0 904924 58 0. Stewart, Linda (ed.). Never mind the answer, what's the question? How to do in-house research in public libraries. Report No. 38. Centre for Library and Information Management, Department of Library and Information Studies, Loughborough University, 1984. 38 pp. £5.00. ISBN 0 904924 62 9. Ward, Patricia Layzell. Staffing structures in public libraries. A case study of Cumbria County Library. Report No. 36. Centre for Library and Information Management, Department of Library and Information Studies, Lough borough University, 1984. iv, 40 pp. £5.00. ISBN 0 904924 60 2

1985 ◽  
Vol 17 (4) ◽  
pp. 318-320
Author(s):  
Wilfred Ashworth
Keyword(s):  
Information Management ◽  
Service Management ◽  
Public Libraries ◽  
Academic Library ◽  
Information Service ◽  
Management Research ◽  
Library Management ◽  
Library And Information Studies ◽  
Information Studies

Prinsip Kearifan Lokal dalam Pengembangan Strategi Kehumasan pada Pemerintah Daerah Kabupaten Bandung

2020 ◽  
Vol 4 (2) ◽  
pp. 229-248
Author(s):  
Betty Tresnawaty
Keyword(s):  
Public Relations ◽  
Local Knowledge ◽  
Case Study Approach ◽  
West Java ◽  
Study Approach ◽  
Positive Image ◽  
The Government ◽  
The Impact ◽  
Public Relations Strategy

Public Relations of the Bandung Regency Government realizes that its area has a lot of potential for various local wisdom and has a heterogeneous society. This study aims to explore and analyze the values of local knowledge in developing public relations strategies in the government of Bandung Regency, West Java province. This study uses a constructivist interpretive (subjective) paradigm through a case study approach. The results showed that the Bandung Regency Government runs its government based on local wisdom. Bandung Regency Public Relations utilizes local insight and the region's potential to develop a public relations strategy to build and maintain a positive image of Bandung Regency. The impact of this research is expected to become a source of new scientific references in the development of public relations strategies in every region of Indonesia, which is very rich with various philosophies.Humas Pemerintah Kabupaten Bandung menyadari wilayahnya memiliki banyak potensi kearifan lokal yang beragam, serta memiliki masyarakatnya yang heterogen. Penelitian ini bertujuan menggali dan menganalisis nilai-nilai kearifan lokal dalam pengembangan strategi kehumasan di pemerintahan Kabupaten Bandung provinsi Jawa Barat.  Penelitian ini menggunakan paradigma interpretif (subjektif) konstruktivis melalui pendekatan studi kasus. Hasil penelitian menunjukkan bahwa Pemerintah Kabupaten (Pemkab) Bandung menjalankan pemerintahannya berlandaskan pada kearifal lokal. Humas Pemkab Bandung memanfaatkan kearifan lokal dan potensi wilayahnya untuk mengembangkan strategi humas dalam membangun dan mempertahankan citra positif Kabupaten Bandung.Dampak penelitian ini diharapkan menjadi sumber rujukan ilmiah baru dalam pengembangan strategi kehumasan di setiap daerah Indonesia yang sangat kaya dengan beragam filosofi. 

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