High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working…

This Systems and Procedures Exchange Center (SPEC) collection of library documents illustrates approaches to and techniques of performance appraisal used in Association of Research Libraries (ARL) libraries. Included are (1) performance appraisal forms, policies, and procedures from Stanford University, University Library Council, Louisiana State…

A personnel appraisal tool was developed at the Iowa State University Library for professionals supervised by the Assistant Director for Technical Services and the Head of the Monographs Department, to evaluate both their supervisors' performance and the appraisal review as an educational tool to improve administrator performance. A Technical…

Effective management and the importance of feedback in relation to improvement are becoming critical issues for libraries. Upward appraisal evaluates managers' performance based on input from their staff, rather than the traditional top-down evaluation format in which a manager is evaluated solely by their superior. This paper discusses the…

This kit contains a collection of representative documents on performance review procedures in academic and research libraries. Multiple documents from the Pennsylvania State University Libraries include a management guide to performance evaluation, a memo on performance evaluation from the librarian, and forms and instructions for use of both the…

Academic libraries can improve their management of change by reshaping performance appraisal into performance planning. This article notes problems with traditional employee evaluation as well as benefits of alternatives that focus on the future, on users, on planning and learning, and on skills needed to address problems and enhance individual…

This SPEC Kit and Flyer focus on performance evaluation of library directors. The survey, included in the SPEC Kit, was sent to all 121 Association of Research Libraries (ARL) directors; 76 directors (63%) responded. The survey asked about factual attributes of director review processes, including frequency of review cycles, participants, and…

This Systems and Procedures Exchange Center (SPEC) kit contains a collection of representative documents on performance review procedures in academic and research libraries. The kit comprises: (1) performance appraisal forms from the Stanford University Libraries; (2) a rating scale evaluation form and an essay evaluation form for professional…

In an effort to improve individual progress toward meeting university requirements for promotion and tenure, librarians at Murray State University (Kentucky) recently revised their Faculty Activities Report and Faculty Evaluation forms to meet the following objectives: (1) to develop a Faculty Activities Report form that would be easier to…

This paper presents the results of a review of professional compensation systems in a number of major academic libraries which was conducted in order to advance the understanding of librarian compensation and to help libraries choose and develop systems that best promote librarians' interests. The systems of compensation identified during the…

This kit and flyer produced by the Systems and Procedures Exchange Center of the Association of Research Libraries provides documents submitted by 14 universities that are used in the performance evaluation of professional library staff. Commentary based on a thorough review of documents submitted by 60 libraries includes an overview of the…