Download Advances in Librarianship, Vol. 28 by Danuta A. Nitecki PDF

By Danuta A. Nitecki

Seriously acclaimed seeing that its inception, ''Advances in Librarianship'' is still the fundamental reference resource for advancements within the box of libraries and library technological know-how. Articles released within the serial have received nationwide prizes, comparable to the Blackwell North the US Scholarship Award for the exceptional 1994 monograph, article, or unique paper within the box of acquisitions, assortment, improvement, and comparable parts of source improvement. All components of public, university, college, fundamental and secondary faculties, and distinctive libraries are given updated, severe research by way of specialists engaged within the perform of librarianship, in instructing, and in examine.

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Competition, market differentiation, partner and supplier relationships and future viability are as applicable in higher education today as they are in global corporations. While organisations outside the library and information sector may have different goals and objectives, what is being sought through benchmarking is creative, innovative solutions to common issues and problems. The issue of understanding, valuing and managing organisational differences highlights what benchmarking is not, that is, adopting another’s practices verbatim as a solution to a problem.

A recent example of the changing perspectives of students is found in a newspaper article describing a strike by university staff in Sydney: “When I’m paying that amount of money, I’m a customer and I want to be treated like a customer” (Australian Higher Education Supplement, 2003). The student had paid $20,000 up front for his degree and said the strike had cost him a couple of hundred dollars. In concentrating intensively on client service satisfaction, UWL recognised that excellence would not be achieved by considering service satisfaction alone or in isolation from other factors directly contributing to both satisfaction and quality.

1999). Sirkin puts the case simply: “A library patron or user is a customer. ” (Sirkin, 1993, p. 72). The views of many of the Wollongong faculty would echo those of Schwartzman and Quinn. Although well aware of these views and addressing them with diplomacy, UWL staff and their student customers have, nevertheless, found the customer service concept empowering and fulfilling. ” In Australia, with an increasing number of students paying either a percentage or the whole of their tuition fees, the demand for excellent customer service seems likely to rise to a crescendo.

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