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Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services
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Murphy, Sarah Anne; Cerqua, Judith – portal: Libraries and the Academy, 2012
A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…
Descriptors: Educational Needs, Academic Libraries, Telecommunications, Program Implementation
Performance Evaluation in Reference Services in ARL Libraries. SPEC Kit 139.
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Gorman, Kathleen – 1987
This System and Procedures Exchange Center (SPEC) flyer/kit is based on two research efforts: a 1986 SPEC survey on the collection and use of management statistics related to reference services, and a 1987 supplemental survey on qualitative measures of reference services. A brief introduction describes the survey and discusses the evaluation of…
Descriptors: Academic Libraries, Computer Networks, Databases, Evaluation Methods
EC Toolbox Project: General Findings and Some Particular Proposals--The Next Generation of Performance Indicators.
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Sumsion, John; Ward, Suzanne – 1995
This study shows how performance measurement can be developed to take advantage of the most advanced computer software and hardware now available. The "Toolbox" study was commissioned by the European Commission (EC) and undertaken by De Montfort University in partnership with Essex County Libraries and the Library and Information…
Descriptors: Academic Libraries, Access to Information, Computer Networks, Computer Software
IFLA General Conference 1988. Division of Management and Technology. Section on Information Technology; Section on Statistics; Section on Library Buildings and Equipment; Section on Conservation; Round Table on Management of Library Associations; Round Table on AV Media.
International Federation of Library Associations, The Hague (Netherlands). – 1988
The 15 papers in this compilation focus on library nagement and technology, including information technology, statistics, buildings and equipment, and conservation: (1) "Information Control: OSI (Open Systems Interconnection) and Networking Strategies" (Neil McClean, United Kingdom); (2) "OSI in Australia: Potential, Planning,…
Descriptors: Academic Libraries, Audiovisual Centers, Developed Nations, Developing Nations