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Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)
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Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies)

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Powerpoint presentation of Vilma G. Anday during the 2008 PLAI-STRLC Regional Conference on Empowering Librarians in 21st century and General Assembly last September 24-26, 2008

Powerpoint presentation of Vilma G. Anday during the 2008 PLAI-STRLC Regional Conference on Empowering Librarians in 21st century and General Assembly last September 24-26, 2008

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  • 1. Gearing Librarians Towards Total Quality Service (with Emphasis on Personal and Professional Competencies) Vilma G. Anday Retired University Librarian University of the Philippines Los Banos College, Laguna, Philippines
  • 2. Introduction
    • Change is everywhere
    • The complexity of the so-called Information Society makes us shift paradigm, develop new practices and shed off our traditional thinking and roles
    • Whether librarians or information professionals like it or not, we have to flow with the tide of development
  • 3. Concept of a Library
    • Libraries have always been depositories of the written record of man’s intellectual achievement and culture
    • Librarians likewise, are regarded as keepers of these deposited materials
    • In the past, the more printed materials a library could collect and organize, the easier it was for the library staff to meet the user’s needs
    • The quality of library service was thus judged primarily by its holdings and services.
  • 4. Concept of a Library
    • Today, library is regarded as not just a book repository but a forum for advances in science and technology
    • Library is an “information center, audiovisual center and instructional material center whose functions include the following: systematically collect, classify, store and retrieve information.”
  • 5. Impact of Information and Communication Technology
    • As technology developed, so did the rate of creation of knowledge and publication of records
    • Libraries are faced by revolution in format and delivery of information
    • ICT has changed the practice of librarianship and is highly appreciated enabling libraries to serve clients better and faster
  • 6. Impact of Information and Communication Technology
    • The use of ICTs for information dissemination has its own advantages as well as disadvantages. Thus, we must bear in mind that we can maximize the potentials of ICTs as long as they serve the true purpose of libraries. According to Jacques Ellul, “Technology must serve us, and not the other way around”
  • 7. Expected New Roles of Libraries
    • [provide] details of science and art;
    • [provide] excitement of penetrating sympathy and aroused understanding;
    • quench thirst for more [knowledge];
    • [serve as] dominant custodians of imagination;
    • provoke increased desire to understand; and,
    • induce engagement, reasoned activity, ability to concentrate
  • 8. Expected New Roles of Librarians
    • As partners in information literacy education
    • As computer literacy mentors
    • As database builders
    • As excellent guides in determining sources that are available
    • As able troubleshooters
  • 9. Expected New Roles of Librarians
    • Perceived:
    • Partnering with discipline faculty and other specialists for delivery of information and instruction
    • Designing instructional programs for information access
    • Teaching students and faculty how to access information or location and how to evaluate what they find
  • 10. Expected New Roles of Librarians
    • Perceived:
    • Serving as consultants on information resources, issues and problems
    • Developing and implementing information policy
    • Creating information access tools
  • 11. Expected New Roles of Librarians
    • Perceived:
    • Selecting, organizing and preserving information in all formats
    • Serving as leaders and facilitators in introducing information technologies and ensuring their effective use
  • 12. Competencies for Librarians
    • Professional competencies
    • - special librarian’s knowledge in the areas of information resources, information access, technology, management and research, as well as the ability to use these areas of knowledge as a basis for providing library and information services
  • 13. Competencies for Librarians
    • Personal competencies
    • - skills, attitudes and values that enable librarians to work efficiently; be good communicators; focus on continuing learning throughout their careers; demonstrate the value-added nature of their contributions and survive in the new world of work
  • 14. Competencies for Librarians
    • the five key issues in developing competencies:
    • - strategic positioning
    • - packaging
    • - promoting
    • - persuading
    • - performing
  • 15.
    • Strategic positioning - requires a clear understanding of why you are doing your job, what your responsibility is to your organization, who constitute your client base and how you can help them do their jobs better – from their perspective rather than yours .
  • 16.
    • Packaging - refers to how you package your information product and yourself as the deliverer of the product which are based on the needs of the client and his perception of his information needs
  • 17.
    • Promoting - is about how you promote your products and services to remain in the forefront of the minds of existing clients and to attract new clients can depend on your ability to target, perform, communicate and network. Six basic promotional strategies include: referral, networking, writing, speaking, approaching prospective clients directly and keeping in touch
  • 18.
    • Persuading - is a conversation to determine how you can help your prospective clients attain their goals. Persuasion is the one-to-one part of the marketing process that is happening anytime you are communicating about your services
  • 19.
    • Performing – Performance is in the eye of the beholder – understand your client’s expectation and then exceed them. Thus, librarians are recognized as significant member of the organizational team
  • 20. Providing Total Quality Service
    • “ the real output of education is service”
    • In contrast to goods:
    • 1) services are intangible;
    • 2) services are heterogeneous; and,
    • 3) production and consumption of service are inseparable
  • 21. Providing Total Quality Service
    • Quality of service occur during service delivery
    • Service quality is more difficult to evaluate than goods
    • Service quality is not solely evaluated on the basis of outcomes but on the process of delivery
    • Service quality is defined by the customer
  • 22. Total Quality Service
    • Improving Improving Sustaining
    • effectiveness + efficiency + excellence = Total Quality Service
    •   
    • “ doing the “doing the “doing the thing
    • right thing thing right well forever”
    • the first time” everytime”
  • 23. Conclusion
    • With the change in the nature of information being used and managed and the systems and tools in using information, librarians are now faced with major challenges, that of blending traditional library service with the new technologies in creating, collecting, consolidating and communicating information. The concern that libraries in the physical sense will disappear and become virtual is not warranted. Libraries will remain as institutions where people go to work and obtain information. What will change is the knowledge environment and the role of the library and library staff.
  • 24. Conclusion
    • Since librarians work in a service-oriented organization, the new roles they play now should also be geared towards total quality service. The philosophy of service quality centers on continuous quality enhancement. Continuous quality enhancement is continuous process improvement which involves improving effectiveness, efficiency and excellence leading to total quality service. Thus, librarians are now globally competitive and are truly significant and essential contributors to the success of their organizations.
  • 25.
    • THANK YOU!!!

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