Best Practices inLibrary Services                       By Fe Angela M. Verzosa      National Conference on "Library Manag...
First, let’s take a quick look atlibraries today and observethe many changes….                                  To modern ...
The Changing Environment• Cell phones           • Social networking• Texting               • High transparency• Multi-task...
Changes in library services • Online access to library catalogues, databases and the Internet •Online/offline access to di...
What are best practices? Terms and Concepts   Source: http://www.abc-clio.com/ODLIS/searchODLIS.aspx  best practices  In t...
Service Quality    “Libraries are in the service business. The    most important product they have is service.    Without ...
Key Library 2.0 Concepts                        • The library is everywhere*                        • The library has no b...
Service Quality • Demands understanding,   appreciating and   responding to user   perceptions • Commits to continuous   e...
Why measure service quality?• to identify where services  need improvement from  users point of view• to provide services ...
How to measure service quality?     Qualitative Methods: interviews, focus groups,       observation     Quantitative Meth...
Libqual+ metrics•    Service Affect – Human dimension     of service quality (empathy,     responsiveness, and assurance)•...
12
13
14
Original Ten Dimensions for     Evaluating Library Service Quality…        • There are ten general          determinants o...
Determinants of Service Quality 1. Access - the ease and convenience of    accessing the service(s) 2. Communication - kee...
Access - the ease and convenience            of accessing the service(s)•       convenient service hours•       alternativ...
Competence - having the skills and        knowledge to provide the service(s)•     all staff knowing their      job (dutie...
Credibility - trustworthiness,    reputation and image• Library staff instill  confidence in users• Library staff assure  ...
Responsiveness - being willing and ready to provide service(s) when needed • Prompt service to   users • Willingness to he...
Understanding the customer• tailoring services where  practical to meet  individual needs• giving users individual  attent...
Visually appealing                                   materials                                associated with             ...
Library as a Place…               A place to readLibrary as a Place         Space that enables quiet study                ...
Library as a Place• A place for  reflection and  creativity                                                               ...
a word of advice…  Library 2.0 best practices• First, know who your customers are – present and  potential• Next, find out...
a word of advice…  and don’t forget                     26
Questions?      famverzosa@yahoo.com                             27
References/Further Readings•   Hernon, Peter and Nitecki, Danuta A. (21 April 2011). Service    Quality: A Concept Not Ful...
Please Remix/Reuse/Share!       This presentation may be used for your library ororganization without further request from...
Upcoming SlideShare
Loading in...5
×

Best practices in library services

8,079

Published on

lecture of Fe Angela M. Verzosa for presentation before the Conference on Library Management in the Philippine Setting: Principles and Best Practices, Villa Caceres Hotel, Naga City, August 16-17, 2012

Published in: Education
0 Comments
12 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
8,079
On Slideshare
0
From Embeds
0
Number of Embeds
7
Actions
Shares
0
Downloads
137
Comments
0
Likes
12
Embeds 0
No embeds

No notes for slide

Transcript of "Best practices in library services"

  1. 1. Best Practices inLibrary Services By Fe Angela M. Verzosa National Conference on "Library Management in the Philippine Setting: Principles & Best Practices" Villa Caceres Hotel, Naga City, August 16-17, 2012 What do we talk about today? •What are best practices? •What is service quality? •How can Libraries as a service provider improve service quality? •What are the dimensions of service quality? •How can we apply Service Quality dimensions in formulating best practices? 1
  2. 2. First, let’s take a quick look atlibraries today and observethe many changes…. To modern librariesFrom traditional libraries Library of the Faculty of Philology in Berlin, Germany Central Library in Vancouver, Canada 2
  3. 3. The Changing Environment• Cell phones • Social networking• Texting • High transparency• Multi-tasking (Facebook etc.)• Expectation of fast • Online photo sharing delivery • Less TV, more online• Self-service news and blogs information • Curating contents from• Believe it’s all on the Web ( Scoop.it ) the Web Impact of ICT on library services The global changes particularly in Information and Communication Technologies (ICT) have impact on the functioning of academic libraries. The developments in ICT have changed the users’ expectation from the academic libraries in different ways. 3
  4. 4. Changes in library services • Online access to library catalogues, databases and the Internet •Online/offline access to digital resources • Database searching • Electronic reference • Online circulation service • Information literacy program • Public relations services • Library promotion and marketing • EpublishingChallenges in the changing environment • focus on accountability -increasing demand for libraries to demonstrate outcomes/impacts in areas of importance to institution • emphasis on assessment of student performance • financial pressures - increasing pressure to maximize use of resources • expectation for rapid document delivery • user education in new technologies • migration to online full-text sources • greater need for staff training • need for Best Practices 4
  5. 5. What are best practices? Terms and Concepts Source: http://www.abc-clio.com/ODLIS/searchODLIS.aspx best practices In the application of theory to real-life situations, procedures that, when properly applied, consistently yield superior results and are therefore used as reference points in evaluating the effectiveness of alternative methods of accomplishing the same task. Best practices are identified by examining empirical evidence of success. See, for example, the guideline of the Association of College and Research Libraries (ACRL) on Characteristics of Programs of Information Literacy that Illustrate Best Practices (2003). Compare with guidelines and standards. 5
  6. 6. Service Quality “Libraries are in the service business. The most important product they have is service. Without service, libraries are indistinguishable from museums or … they are a combination of a maze and morgue for books. Service is a pervasive ethic of the profession of librarianship.” (Gorman, 1999) In the user-centered library, quality service and user satisfaction are our primary goals … 6
  7. 7. Key Library 2.0 Concepts • The library is everywhere* • The library has no barriers* • The library invites participation • The library uses flexible, best- of-breed, component-based systems • The library is a human- centered organization * Also stated as the concept of the library as a place of unrestricted access to information (McDonald, 2006) Features of Library 2.0• library services are frequently evaluated and updated to meet the changing needs of library users.• Library 2.0 calls for libraries to encourage users’ participation and feedback in the development and maintenance of library services.• This model requires active empowerment of library users.• Information and ideas flow in both directions from library to the user and from user to the library,• Library services have the ability to evolve and improve on a constant and rapid basis.• The user is participant, co-creator, builder and consultant, whether the product is virtual or physical. 7
  8. 8. Service Quality • Demands understanding, appreciating and responding to user perceptions • Commits to continuous evaluation and improve- ment • Learns from good and bad services outside the library • Acknowledges the interdependence of content, technology, facilities and (human) service • Requires a staff knowledgeable of content, savvy with technology, and committed to listening to and valuing user input • Encourages advice and suggestions for service innovation What is service quality?• Service quality focuses on the needs and expectations of customers to improve products and/or services.• Service quality measures the gap between the customer’s level of expectation (from minimal to desired, to perceived) and how well they rated the service(s).• Measuring service quality in libraries can be both a specific project as well as a continuous process to enhance and improve services. 8
  9. 9. Why measure service quality?• to identify where services need improvement from users point of view• to provide services that are more closely aligned with the expectations of your users• to compare our service quality with other institutions in an effort to develop benchmarks or best practicesWhat to measure?• decide if you want to measure a specific aspect of your library and information service (e.g. the provision of information literacy program) or the service as a whole?• If the whole service, decide all needed indicators from each aspect of the service: e.g. inter-library loans, literature searching, inquiry handling, library orientation, etc. 9
  10. 10. How to measure service quality? Qualitative Methods: interviews, focus groups, observation Quantitative Methods: surveys (questionnaires, customer comments cards), statistics (routine data collection) Standard tools: – SERVQUAL – LibQUAL+ (an adaptation from SERVQUAL, specially for use in library and information services) – ISO Standards – Local Library Standards (indicating best practices)Servqual dimensions • Tangibles: appearance of physical facilities, equipment, personnel, and communication materials/resources • Reliability: ability to perform the promised service dependably and accurately • Responsiveness: willingness to help customers and provide prompt service • Assurance: knowledge and courtesy of employees and their ability to convey trust and confidence • Empathy: the caring, individualized attention given to the customers 10
  11. 11. Libqual+ metrics• Service Affect – Human dimension of service quality (empathy, responsiveness, and assurance)• Library as a Place – Library as center of intellectual activity; physical facilities; location; space use• Personal Control – Interaction with modern library; digital personalization and navigation; web presence• Information Access – Ease of access; comprehensive collections; relevant and timely information; content http://www.libqual.org/homeSample Survey 11
  12. 12. 12
  13. 13. 13
  14. 14. 14
  15. 15. Original Ten Dimensions for Evaluating Library Service Quality… • There are ten general determinants of service quality that can be applied to most types of service. • These are general criteria that can be used to assess the quality of service customers expect and receive. • These determinants can be used to formulate best practices. Determinants of Perceived Service Quality Dimensions of Service Word of Personal Past Quality Mouth Needs Experience 1. Access 2. Communication 3. Competence External 4. Courtesy Expected Communication 5. Credibility Service to Customers 6. Reliability 7. Responsiveness Service Perceived Quality Service 8. Security Gap Quality 9. Tangibles 10. Understanding/Knowing the Customer Perceived Service© A. Parasuraman, University of Miami; not to be reproduced or disseminated without the author’s permission 30 15
  16. 16. Determinants of Service Quality 1. Access - the ease and convenience of accessing the service(s) 2. Communication - keeping your users informed; listening to your users 3. Competence - having the skills and knowledge to provide the service(s) 4. Courtesy - politeness, respect, consideration, and friendliness of staff at all levels 5. Credibility - trustworthiness, reputation and imageDeterminants of Service Quality 6. Reliability - providing consistent, accurate and dependable service(s); delivering the service as promised 7. Responsiveness - being willing and ready to provide service(s) when needed 8. Security - physical safety; financial security; confidentiality 9. Understanding the customer - knowing individual customer needs 10. Tangibles - the physical aspects of the service such as equipment, facilities, resources 16
  17. 17. Access - the ease and convenience of accessing the service(s)• convenient service hours• alternative methods to accessing services: e.g. telephone and internet/ email; “Ask the Librarian”• access to digital collections from PC or remote access• Instruction in use and/or training sessions, when needed• availability of required information / materials• timely document delivery service Communication - keeping your users informed; listening to your users • visible and visually appealing signages associated with the service • comprehensive pamphlets/guides and flyers • clear suggestions and complaints procedures 17
  18. 18. Competence - having the skills and knowledge to provide the service(s)• all staff knowing their job (duties/functions)• Library staff with the knowledge to answer users questions• licensed professionals possessing required competencies and expertise• Up-to-date knowledge and skills Courtesy - politeness, respect, consideration, and friendliness of staff at all levels• Library staff deal with users in a concerned or considerate fashion• Library staff show respect and courtesy at all times• Library staff are friendly and approachable 18
  19. 19. Credibility - trustworthiness, reputation and image• Library staff instill confidence in users• Library staff assure users of the accuracy and confidentiality of their personal information/data• Library staff keep users well-informed• Library staff keep their promises Reliability - providing consistent, accurate and dependable service(s)• accuracy of information provided• performing services right the first time• keeping promises and deadlines• keeping users informed about when services will be performed• Dependability in handling users service problems 19
  20. 20. Responsiveness - being willing and ready to provide service(s) when needed • Prompt service to users • Willingness to help users • Readiness to respond to users questions •Keeping users informed about when services will be performed •Resolving problems quickly Security - physical safety; financial security; confidentiality• The Library is a safe place• The Library is well-secured• Library services are adequately funded• Library records/ personal data of users are kept with confidentiality 20
  21. 21. Understanding the customer• tailoring services where practical to meet individual needs• giving users individual attention• keeping users’ professional and personal preferences in mind• having the users best interests at heart Tangibles - physical aspects of the service such as equipment, facilities, resources Visually appealing facilities 21
  22. 22. Visually appealing materials associated with the service• Modern up-to-date equipment/facilities• Convenient service hours Library as a Place… 22
  23. 23. Library as a Place… A place to readLibrary as a Place Space that enables quiet study 23
  24. 24. Library as a Place• A place for reflection and creativity •A comfortable and inviting location PROCESS MODEL FOR CONTINUOUS IMPROVEMENT OF SERVICE QUALITY DO YOUR CUSTOMERS PERCEIVE YES CONTINUE TO MONITOR YOUR OFFERINGS AS MEETING CUSTOMERS’ EXPECTATIONS OR EXCEEDING THEIR EXPECTATIONS? AND PERCEPTIONS NO DO YOU HAVE AN ACCURATE NO TAKE CORRECTIVE ACTION UNDERSTANDING OF CUSTOMERS’ EXPECTATIONS? YES ARE THERE SPECIFIC NO TAKE CORRECTIVE ACTION STANDARDS IN PLACE TO MEET CUSTOMERS’ EXPECTATIONS? YES DO YOUR OFFERINGS MEET OR NO TAKE CORRECTIVE ACTION EXCEED THE STANDARDS? YES NO IS THE INFORMATION TAKE CORRECTIVE ACTION COMMUNICATED TO CUSTOMERS ABOUT YOUR OFFERINGS ACCURATE? YES© A. Parasuraman, University of Miami; not to be reproduced or disseminated without the author’s permission 48 24
  25. 25. a word of advice… Library 2.0 best practices• First, know who your customers are – present and potential• Next, find out what they want, what they need• Formulate a plan, brainstorm for ideas to adopt for working toward services that can be called Library 2.0• Look to other libraries and outside organizations that can help you come up with ideas for new or improved service offerings that will better serve your current users and better reach potential users• Be flexible and willing to adjust whenever necessary• Target to exceed expectations (if you can) 25
  26. 26. a word of advice… and don’t forget 26
  27. 27. Questions? famverzosa@yahoo.com 27
  28. 28. References/Further Readings• Hernon, Peter and Nitecki, Danuta A. (21 April 2011). Service Quality: A Concept Not Fully Explored. Library Trends. http://findarticles.com/p/articles/mi_m1387/is_4_49/ai_77811351/• Kyrillidou, M. Heath, F.H. (2001). Measuring Service Quality. Library Trends: 49 (4): 541-799. http://proquest.umi.com/pqdweb?RQT=572&TS=1250603063&clientId= 109526&VType=PQD&VName=PQD&VInst=PROD&PMID=23866& PCID=1436580&SrtM=0&SrchMode=3&aid=1• Measuring Service Quality by M Kyrillidou - 2001 – powerpoint presentation http://www.google.com.ph/url?sa=t&source=web&cd=4&ved=0CDAQF jAD&url=http%3A%2F%2Ffoliozmsq.pbworks.com%2Ff%2Fmeasuring .ppt&rct=j&q=library%20service%20quality%20ppt&ei=FhSgTfGhBsO DcNzofEB&usg=AFQjCNEH8tLMCO9Tl3xCOc1GjDcpHSQijQ&sig2 =ut9o9XQ2qOLIA8rujAwrnA&cad=rjt References/Further Readings• Parasuraman, A. University of Miami. Library Assessment and Benchmarking Institute (LAB 2002). Monterey, CA. September 13, 2002 http://www.google.com.ph/url?sa=t&source=web&cd=1&sqi=2&ved=0C BUQFjAA&url=http%3A%2F%2Fwww.sla.org%2FPresentations%2Fsld c%2Fparsu_LAB2002pp.ppt&rct=j&q=Parasuraman%20Lab%202002&e i=JfGvTYbBBoyWvAOA9JSfBw&usg=AFQjCNFiiWyRvAZhXOFiSoF MlHi3n0AaOQ&sig2=W0_biZmQW4WUh3CU2QYI1g&cad=rjt• Bertot, John Carlo. Measuring Service Quality in the Networked Environment: Approaches and Considerations. http://findarticles.com/p/articles/mi_m1387/is_4_49/ai_77811355/?tag=m antle_skin;content• Phipps, Shelley. Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization. http://findarticles.com/p/articles/mi_m1387/is_4_49/ai_77811349/?tag =mantle_skin;content 28
  29. 29. Please Remix/Reuse/Share! This presentation may be used for your library ororganization without further request from the author. Please feel free to use it in whole or in part, incorporate it into another presentation, quote from it, snag the images, etc. Acitation to this presentation with a nod to the original author, Fe Angela M. Verzosa, would be greatly appreciated. 29

×