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Quality and the Academic Library
Reviewing, Assessing and Enhancing Service Provision
1st Edition - February 17, 2016
Author: Jeremy Atkinson
Paperback ISBN:9780128021057
9 7 8 - 0 - 1 2 - 8 0 2 1 0 5 - 7
eBook ISBN:9780081001349
9 7 8 - 0 - 0 8 - 1 0 0 1 3 4 - 9
Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision provides an in-depth review and analysis of quality management and service quality in… Read more
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Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision provides an in-depth review and analysis of quality management and service quality in academic libraries. All aspects of quality are considered in the book, including quality assessment, quality review, and quality enhancement.
An overview of quality management and service quality concepts, principles, and methods leads to a detailed consideration of how they have been applied in universities and their libraries. A case study approach is used with different perspectives provided from the different stakeholders involved in the quality processes.
All contributors adopt a critical reflection approach, reflecting on the implications, impact, and significance of the activities undertaken and the conclusions that can be drawn for future developments. The book concludes with an overall reflection on quality management and service quality in academic libraries with a final analysis of priorities for the future.
Presents a holistic view of the subject, looking at reviews of academic library services, quality assurance and assessment, quality enhancement, and service quality
Provides perspectives from authors with different experiences and responsibilities, including those responsible for initiating and managing quality processes in higher education
Includes case studies where the authors not only describe the quality processes used, but also seek to review and reflect on their success, limitations, and the impact of their work some time after the event
Seeks to be current, comprehensive, and reflective by including the results of surveys/interviews from senior librarians on quality in academic libraries
The primary market for the book will be practitioners, both managers and librarians, working in academic libraries. The volume will be of value to those wishing to have an understanding of quality management and service quality approaches and methods and their application in academic libraries.
Dedication
List of Contributors
About the Editor
Acknowledgements
Section I: Introduction
Chapter 1. Introduction
References
Section II: Quality, Universities and Their Libraries
Chapter 2. Quality, Universities and Their Libraries: An Overview
Abstract
Case Studies
References
Chapter 3. The Institutional HE Quality Perspective
Abstract
Internal Measures
Surveys
Other Mechanisms
Quality Assurance Agency
Impact
References
Chapter 4. Academic Libraries and Quality Reviews Within the United Kingdom
Abstract
Principles
Reviewing Higher Education
The Quality Code
Perceptions from the Academic Library Community
Evidence of Good Practice and Recommendations for Improvement
Conclusions
References
Chapter 5. Self and Peer Assessment at Maynooth University Library
Abstract
Context
Elements in the Quality Review process
Peer Review Report and Quality Improvement Plan 2010
Outcomes
Conclusion
Section III: Reviews of Library Services
Chapter 6. Reviews of Library Services: An Overview
Abstract
Reviews of the Overall Service
References
Chapter 7. Review of the Cardiff University Health Library Service
Abstract
Rationale
Aims and Objectives
Methods
Outcomes
How the Report was Used
Impact
Conclusions
References
Chapter 8. Review of Learning Resources, Regent’s College London (Now Regent’s University London)
Abstract
Introduction, Rationale and Context
Methodology
Outcomes
Use of the Review
Impact
Conclusions
Section IV: Academic Libraries and Student Support
Chapter 9. Academic Libraries and Student Support: An Overview
Abstract
Background
Standards, Monitoring and Evaluation
Student Lifecycle
New and Innovative Services
Student Engagement and Patron-Driven Acquisition
Removing Barriers and Reaching Out
Case Studies and Further Reading
References
Chapter 10. The National Student Survey: The University of Sheffield Library
Abstract
Introduction
A Brief History of Surveys at Sheffield
The Library Response
Next Steps
The NSS and the Developing Quality Management Agenda
Lessons for the Future
References
Chapter 11. User Involvement in the Design of New Library Services: Learning from the Application of Codesign on Library Service Design Projects
Abstract
Introduction
User Involvement in Service Design Processes
Methodology
The Recruitment of Lead Users
The Codesign Process
The Effect of User Involvement
The Implications of Codesign for Service Implementation and Operation
Discussion
Conclusion and Limitations
References
Chapter 12. The Development and Review of Library Customer Service Quality at Loughborough University Library
Abstract
Background and the Retail Approach
Recruitment
Library Values
Development of Staff Skills Through Training
Investors in People (IIP) and Customer Service Excellence (CSE)
External and Internal Validation
The Benefits and Challenges of Our Plan
The Future
References
Section V: Academic Libraries and Research Support
Chapter 13. Academic Libraries and Research Support: An Overview
Abstract
The Traditional Role: Library Collections and Support in Finding Information
A Changing Role for Libraries in Research Support?
Case Studies and Further Reading
References
Chapter 14. Libraries and the Support of University Research
Abstract
Introduction: Universities and Research
Libraries and the Support of Research
Conclusion
References
Chapter 15. The Durham Difference: Supporting Research at Durham University
Abstract
Context
Background
What is a ‘Quality’ Service?
Review of Services and Benchmarking
Staffing and Staff Skills
Benefits of the Changes
Issues
Conclusion
References
Chapter 16. Research Support Services in South African Academic Libraries
Abstract
Introduction
New Research Support Services
OA Services
Institutional Repositories
Gold OA
Bibliometrics
RDM Services
Research Landscape Analysis Service
Research Week
Skills Development and Offerings by LIS Schools
Conclusion
References
Section VI: Quality Methods Used by Academic Libraries
Chapter 17. Quality Methods Used by Academic Libraries: An Overview
Abstract
Introduction
Quality Management Systems
Statistics, Data and Benchmarking
Customer Satisfaction and Service Quality
Strategic Planning and Balanced Scorecard
Mixed Methods Approaches
Outcomes, Value and Impact
Case Studies
References
Chapter 18. Reviewing the Value of the SCONUL Statistics: A Case Study
Abstract
Introduction
Background
SCONUL Statistics
Reflection
Chapter 19. User Surveys at the University of Washington Libraries
Abstract
Background
Customer Surveys: Strengths and Weaknesses
Local Survey Development at the University of Washington Libraries
University of Washington Libraries Triennial Survey
In-Library Use Survey
Case Study: Multiple Assessment Methods and User-Centred Design
Conclusion
References
Chapter 20. LibQUAL+: A Quality Survey Case Study
Abstract
Introduction: An International Tool
The UK & Ireland SCONUL Consortium Case
Individual University Cases
Critiques and Responses
Acknowledgments
References
Chapter 21. Doing it Ourselves: A Longitudinal Study of Insync at Victoria University Library
Abstract
Background
The Early Years
The Later Years
Developments and Limitations
Benchmarking Beyond Australia
The (Near) Future
References
Chapter 22. Mystery Shopping Your Way to Improved Customer Service
Abstract
Introduction
Reference Evaluation
Mystery Shopping
Discussion
References
Chapter 23. Measuring Quality in Super-Converged Services
Abstract
Introduction
Background
Quality Assurance Problems with the New Library and Student Support Service
Developing the Quality Assurance Framework
Effectiveness of the Quality Assurance Framework
What did We Do with the Results?
What Next?
On Reflection
References
Chapter 24. Reviewing and Revising University Library Space: A Case Study at Loughborough University
Abstract
Introduction
Reasons for Reviewing Space and Methods Used to Gather Data: 2006–
Lessons Learned in Revising and Reviewing Physical Space at Loughborough University Library
Impact of the Reviews of the Physical Spaces at Loughborough University Library
References
Chapter 25. Implementing the Balanced Scorecard as a Strategic Planning and Performance Management Tool: A Case Study from McMaster University Library
Abstract
Introduction
Background
Initial Implementation
What has Worked Well
What has Proven to be More Difficult than Expected
Future Plans
References
Chapter 26. Libraries and Big Data: A New View on Impact and Affect
Abstract
Introduction
The Value Cube
Privacy
The Marketing Cube
Learning Analytics and UWL
Conclusion
References
Section VII: Reflections
Chapter 27. Reflections on Quality and Academic Libraries
Abstract
Introduction
Working Effectively with Others
The Customer Perspective
Dealing with Change
Perspectives on Different Approaches
Communication and Promotion
Management and Leadership
Quality and the Academic Library: An Evaluation Tool
Further Reading
Section I: Introduction
Section II: Quality, Universities and Their Libraries
Section IV: Academic Libraries and Student Support
Section V: Academic Libraries and Research Support
Section VI: Quality Methods Used by Academic Libraries
Abbreviations and Acronyms
Index
No. of pages: 336
Language: English
Edition: 1
Published: February 17, 2016
Imprint: Chandos Publishing
Paperback ISBN: 9780128021057
eBook ISBN: 9780081001349
JA
Jeremy Atkinson
Jeremy Atkinson has wide-ranging experience and expertise in the leadership, management and development of academic library services. He had overall responsibility for the strategic and operational management of library and information services at the University of Glamorgan from 1991 to 2012. He previously held library posts at the University of Northumbria, Cardiff University and Manchester Metropolitan University. He has had a long standing and active involvement in a large number of UK strategic committees and groups, notably those of Jisc (continuous involvement from 1998 – 2012), SCONUL (including three years as a trustee and member of SCONUL Executive Board) and WHELF (Wales Higher Education Libraries Forum). For WHELF he was Chair of the WHELF Development Group and responsible for the HELP (Higher Education Libraries in Partnership) project, which defined the future direction of Welsh academic library collaboration, and for the development of the WHEEL (Welsh Higher Education Electronic Library) initiative, covering e-journal and e-book procurement for the Welsh HE sector.