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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
Information for a Rural Community: The South Molton Community Information Project. Library and Information Research Report 40.
Venner, David G.; Cotton, Sally – 1986
Of potential interest to small towns in rural areas, this report describes England's first attempt at applying to a rural area the concept of a multi-agency information and advice center based on a library. The comprehensive review covers all phases of the project: (1) identification of a community's information and advice needs; (2) consultation…
Descriptors: Agency Cooperation, Community Attitudes, Community Characteristics, Community Information Services
New York State Education Information Centers Program. Summative Evaluation Report.
Jacobson, Marilyn D. – 1984
Seven pilot New York State Education Information Centers (EICs) were established in 1980 to provide comprehensive information referral and advisory services to adults and out-of-school youth on education, job, and career-related topics. The EICs are located in Brooklyn, Harlem, Hempstead, White Plains, Plattsburgh, Syracuse, and Jamestown. Last…
Descriptors: Adult Education, Career Choice, Career Development, Career Education