Managing Integrated First-Line Support in Academic Libraries

Erscheinungsjahr 2014
ISBN: 978-1-84334-704-0
Verlag: Woodhead Publishing

Buch, Englisch, 200 Seiten

Reihe: Chandos Information Professional Series

The academic library service environment is changing, higher education is becoming increasingly consumer-oriented and libraries are part of the institutional response to that trend. In particular, the experience of day-to-day interaction with library services is affected by this – student expectations have rightly increased and libraries in the U.K. and elsewhere are looking for ways of presenting their services in a joined-up student centric way. Managing Integrated First-Line Support in Academic Libraries offers answers to these challenges. The book begins by tracing the development of the student as customer, before defining support from a customer perspective. Next, it looks at the basis of an integrated first-line support service, the challenges and opportunities of staff recruitment and training, before looking at how to monitor service quality, and the use of technology in first-line support. Managing Integrated First-Line Support concludes with an eye to the future of integrated support.

Autoren/Hrsg.

Berrington, Mike

Fachgebiete

• Interdisziplinäres Bibliothekswesen, Informationswissenschaften Bibliothekswesen, Informationswissenschaften, Archivwesen

Inhaltsverzeichnis

The development of the student as customer; Defining support from the perspective of the customer – surveys, feedback, customer journey mapping etc; The basis of an integrated first-line support service - library, IT, eLearning, study skills; Staff recruitment, development and training - challenges and opportunities; Monitoring service quality - service standards and KPIs; The use of technology - roving support, enquiry tracking and escalation; Liaison and relationship management with second-line support teams; Case studies from the U.K. and Australia; The future of integrated support.

Über Autor(innen)

Mike Berrington is Deputy University Librarian (Customer Services) at Nottingham Trent University, UK. Mike is a post-graduate qualified librarian with more than 20 years’ experience in academic libraries.

Julie Partridge is Customer Services Manager in the library at Nottingham Trent University with responsibility for first-line library services. Julie is a post-graduate qualified librarian and has worked in academic libraries for over fourteen years, all of which have been within first-line enquiry and support teams.