Twentieth Century Successful Americans, Local and National: Living Men of America Who Have Attained Some Prominence in Social Industrial Commercial Fi, Library United Press Service
Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries.
Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels--from librarians and staff to student workers and volunteers--must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.
Автор: Marquez Joe J., Downey Annie Название: Library Service Design: A Lita Guide to Holistic Assessment, Insight, and Improvement ISBN: 1442263830 ISBN-13(EAN): 9781442263833 Издательство: Rowman & Littlefield Publishers Рейтинг: Цена: 139390.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services. Use this LITA Guide to help as a toolkit for implementing service design studies and projects at all types of libraries. It begins with directions for how to create a service design team and assembling a user working group for your library and move through the various phases in a service design journey. The authors outline the tools required to gain insights into user behavior and expectation and how to diagnose the difference between a symptom and a problem users face when interacting within the library environment. The guide features a series of examples that the service design team can use to learn how to work with library staff and patrons to find out what current user experience is like and how to refine services to better meet user expectations.
Автор: Association for Library Service to Child, The Horn Book Название: In the Words of the Winners: The Newbery and Caldecott Medals 2001-2010 ISBN: 0838935869 ISBN-13(EAN): 9780838935866 Издательство: Mare Nostrum (Eurospan) Цена: 41800.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Winners of the most respected prizes in children's literature speak out in an exclusive collection of acceptance speeches, culled from the archives of the Association for Library Service to Children (ALSC) and The Horn Book magazine. Featuring authors and illustrators selected during the past 10 years, the book includes speeches by - Neil Gaiman (Newbery 2009) - David Wiesner (Caldecott 2002, 2007) - Kate DiCamillo (Newbery 2004) Each speech is accompanied by The Horn Book review of the winning title and a biographical profile of its celebrated creator. Three insightful introductory essays examine changes in youth publishing during the last decade, rounding out an engaging glimpse at the originality of the writers and artists whose work informs the direction of children's literature.
Название: Ifla public library service guidelines ISBN: 311023226X ISBN-13(EAN): 9783110232264 Издательство: Walter de Gruyter Рейтинг: Цена: 153570.00 T Наличие на складе: Есть у поставщика Поставка под заказ.
Автор: Marquez Joe, Downey Annie Название: Library Service Design: A Lita Guide to Holistic Assessment, Insight, and Improvement ISBN: 1442263849 ISBN-13(EAN): 9781442263840 Издательство: Rowman & Littlefield Publishers Рейтинг: Цена: 63360.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services. Use this LITA Guide to help as a toolkit for implementing service design studies and projects at all types of libraries. It begins with directions for how to create a service design team and assembling a user working group for your library and move through the various phases in a service design journey. The authors outline the tools required to gain insights into user behavior and expectation and how to diagnose the difference between a symptom and a problem users face when interacting within the library environment. The guide features a series of examples that the service design team can use to learn how to work with library staff and patrons to find out what current user experience is like and how to refine services to better meet user expectations.
Автор: Hernon Peter, Altman Ellen, Dugan Robert E. Название: Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition ISBN: 0838913083 ISBN-13(EAN): 9780838913086 Издательство: Mare Nostrum (Eurospan) Цена: 82230.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors: Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services; Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined; Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction; Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric; Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups.This book shows how to nurture an environment of continuous improvement through effective service quality assessment.
Автор: Tella Adeyinka Название: Social Media Strategies for Dynamic Library Service Development ISBN: 1466674156 ISBN-13(EAN): 9781466674158 Издательство: Mare Nostrum (Eurospan) Цена: 258720.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: "This book discusses the integration of digital social networking into library practices, highlighting the advantages and challenges faced by libraries in the application of social media"--
Автор: Lyttle, Melanie A., Название: Library service to tweens / ISBN: 147666319X ISBN-13(EAN): 9781476663197 Издательство: Turpin Рейтинг: Цена: 67760.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This comprehensive guide to tween library services begins with a developmental description of this ever-changing group and offers practical advice about materials and programming. Criteria are provided for categorizing books, music, movies and magazines as appropriate for tweens, with special attention given to the reluctant reader.
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