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Direct linkMurphy, 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
Peer reviewedZweizig, Douglas L. – Public Libraries, 1987
Discusses current issues in measuring library effectiveness, including rapid technological changes and increasing obsolescence in librarians' competencies; increased pressure for accountability; tools to help libraries become what they determine they should be rather than conforming to national standards; and how to determine the validity and…
Descriptors: Evaluation Methods, Library Administration, Library Automation, Library Planning
