lecture presented at the Lecture-Forum sponsored by the Ninoy Aquino Library and Learning Resource Center of the Polytechnic University of the Philippines (Sta. Mesa, Manila, 26 April 2011), by Fe Angela M. Verzosa
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
The Role of Libraries and Librarians in Information LiteracyPLAI STRLC
*Paper presented during the PLAI-STRLC Regional Conference on Promoting Information Literacy for Lifelong Learning, September 25, 2006 at Capuchin Retreat Center, Lipa City, Batangas
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
The Role of Libraries and Librarians in Information LiteracyPLAI STRLC
*Paper presented during the PLAI-STRLC Regional Conference on Promoting Information Literacy for Lifelong Learning, September 25, 2006 at Capuchin Retreat Center, Lipa City, Batangas
DOCUMENT SELECTION AND ACQUISITION,
Introduction,
5.2 Ascertaining Users Needs,
5.3 Selection of Documents,
5.4 Selection Principles,
5.5 Selection Criteria,
5.6 Selection Aids/Tools,
5.6.1 Selection Tools for Addition of New Publications,
5.6.2 Selection Tools for Addition of Old Publications,
5.7 Methods of Acquisition,
5.7.1 Acquisition through Purchase Order,
5.7.2 Acquisition through Membership,
5.7.3 Acquisition under Exchange Arrangement,
5.7.4 Acquisition through Gifts,
5.7.5 Acquisition under Deposit System,
5.7.6 Order and Receipt Process,
5.8 Accession Work,
5.8.1 Accession Policy,
5.8.2 Accession Work Procedure,
5.9 Acquisition of Serials,
5.9.1 Serials Basics,
5.9.2 Selection of Suppliers,
5.9.3 Consortia as Method of Acquisition,
5.9.4 Order System,
5.9.5 Registration or Check-in Record,
5.10 Summary,
5.11 Answers to Self Check Exercises,
5.12 Keywords,
Emerging Trends in Libraries
Latest Trends in Libraries
Current Trends in Library
Library and Information Science Profession
Latest Technologies in Library
Use of IT in a Library
Trends in Library Building and Furniture
Libraries of developed countries
A presentation on historical development of digital libraries by Rupesh Kumar A, Assistant Professor, Department of Studies and Research in Library and Information Science, Tumkur University, Karnataka, India.
Planning and Implementing a Digital Library ProjectJenn Riley
Brancolini, Kristine and Jenn Riley. "Planning and Implementing a Digital Library Project," Indiana LSTA Digital Project Planning Workshop, February 7, 2006.
presentation on "CATALOGUING" during Training workshop in library science for staff of muktangan school libraries organised by muktangan school teacher reference library, mumbai on 15th November 2010
A presentation on how to manage special libraries.
Includes:
- Aspects in special library management
- Problems, challenges and opportunities involved in managing a special library
Course: LIBSCI 36 - Special/Public Librarianship
Teacher: Elizabeth Banlat
Introduction to MARC
History (MARC to MARC 21)
Why MARC 21/Need of MARC 21
Characteristics
Design principle for MARC 21
MARC 21 Documentation
MARC 21Record System
MARC 21 Communication formats
MARC 21 Format for Bibliographic Data
Component of bibliographic record
Communication Standard
Mapping of MARC 21
MARC 21 Translation
Maintenance Agency
MARC 21 Regulation
Advantage of MARC 21
Problems with MARC 21
Future of MARC 21
This topic was presented at a "Workshop On Best Practices in Library: Digital Library" Organised by Rabindra Library, Assam University, Silchar on November 29, 2013
This Library Orientation through power point presentation is about the kind of services, resources available in the Christ College Library, for new batch students.
Paper 1 of BLIS Library, Information and Society KSOU 2019 QP is Solved
Subscribe to Vision Academy YouTube Channel
https://www.youtube.com/channel/UCjzpit_cXjdnzER_165mIiw
Collection Development (that based on the five laws of S.R.Ranghanathan) is very important part of Collection Management. If we don’t adopt advanced technologies, collection then we can never fulfill the need of advanced users and libraries will become freeze, this is against the 5th law of Ranghanathan that “ Library is a growing organism”.
Embracing Library 2.0 and Web 2.0 for Quality Library ServiceFe Angela Verzosa
lecture delivered at the Conference on "Emerging Landscape, Mindscape and Netscape of the Philippine Books, Information Science and Technology for Quality Services," sponsored by Davao Colleges and Universities Network and Mindanao Alliance of Educators in Library and Information Science, held on Aug 13-15, 2008 at Philippine Women College, Davao City, Philippines
DOCUMENT SELECTION AND ACQUISITION,
Introduction,
5.2 Ascertaining Users Needs,
5.3 Selection of Documents,
5.4 Selection Principles,
5.5 Selection Criteria,
5.6 Selection Aids/Tools,
5.6.1 Selection Tools for Addition of New Publications,
5.6.2 Selection Tools for Addition of Old Publications,
5.7 Methods of Acquisition,
5.7.1 Acquisition through Purchase Order,
5.7.2 Acquisition through Membership,
5.7.3 Acquisition under Exchange Arrangement,
5.7.4 Acquisition through Gifts,
5.7.5 Acquisition under Deposit System,
5.7.6 Order and Receipt Process,
5.8 Accession Work,
5.8.1 Accession Policy,
5.8.2 Accession Work Procedure,
5.9 Acquisition of Serials,
5.9.1 Serials Basics,
5.9.2 Selection of Suppliers,
5.9.3 Consortia as Method of Acquisition,
5.9.4 Order System,
5.9.5 Registration or Check-in Record,
5.10 Summary,
5.11 Answers to Self Check Exercises,
5.12 Keywords,
Emerging Trends in Libraries
Latest Trends in Libraries
Current Trends in Library
Library and Information Science Profession
Latest Technologies in Library
Use of IT in a Library
Trends in Library Building and Furniture
Libraries of developed countries
A presentation on historical development of digital libraries by Rupesh Kumar A, Assistant Professor, Department of Studies and Research in Library and Information Science, Tumkur University, Karnataka, India.
Planning and Implementing a Digital Library ProjectJenn Riley
Brancolini, Kristine and Jenn Riley. "Planning and Implementing a Digital Library Project," Indiana LSTA Digital Project Planning Workshop, February 7, 2006.
presentation on "CATALOGUING" during Training workshop in library science for staff of muktangan school libraries organised by muktangan school teacher reference library, mumbai on 15th November 2010
A presentation on how to manage special libraries.
Includes:
- Aspects in special library management
- Problems, challenges and opportunities involved in managing a special library
Course: LIBSCI 36 - Special/Public Librarianship
Teacher: Elizabeth Banlat
Introduction to MARC
History (MARC to MARC 21)
Why MARC 21/Need of MARC 21
Characteristics
Design principle for MARC 21
MARC 21 Documentation
MARC 21Record System
MARC 21 Communication formats
MARC 21 Format for Bibliographic Data
Component of bibliographic record
Communication Standard
Mapping of MARC 21
MARC 21 Translation
Maintenance Agency
MARC 21 Regulation
Advantage of MARC 21
Problems with MARC 21
Future of MARC 21
This topic was presented at a "Workshop On Best Practices in Library: Digital Library" Organised by Rabindra Library, Assam University, Silchar on November 29, 2013
This Library Orientation through power point presentation is about the kind of services, resources available in the Christ College Library, for new batch students.
Paper 1 of BLIS Library, Information and Society KSOU 2019 QP is Solved
Subscribe to Vision Academy YouTube Channel
https://www.youtube.com/channel/UCjzpit_cXjdnzER_165mIiw
Collection Development (that based on the five laws of S.R.Ranghanathan) is very important part of Collection Management. If we don’t adopt advanced technologies, collection then we can never fulfill the need of advanced users and libraries will become freeze, this is against the 5th law of Ranghanathan that “ Library is a growing organism”.
Embracing Library 2.0 and Web 2.0 for Quality Library ServiceFe Angela Verzosa
lecture delivered at the Conference on "Emerging Landscape, Mindscape and Netscape of the Philippine Books, Information Science and Technology for Quality Services," sponsored by Davao Colleges and Universities Network and Mindanao Alliance of Educators in Library and Information Science, held on Aug 13-15, 2008 at Philippine Women College, Davao City, Philippines
At Etuma we have analysed over 20 million feedback messages for our customers. In this slideshare we go through the 7 lessons from analysing those feedback messages.
Redesigning Public Services: The 21st Century Library User ExperienceDavid King
People don’t want just goods or services from a business anymore - they want a unique, remarkable experience built around those goods or services. It’s the same for your library. Your patrons are looking for more than a book - they can find that at Walmart, or even in their pocket. They want a unique, useful user experience built around “your stuff.”
User experiences are a strange brew of structure, community, and customers. Today’s savvy librarians need to focus on the full digital and physical experiences patrons have when they make a library visit - so they can quickly find information, make decisions, or participate - creating positive experiences that visitors not only remember but want to share with others. David Lee King explains the customer experience design concept, introduces a range of tools and strategies, and shares experience design best practices.
Service quality is the conformance of service provider's service delivery and the promised communication. SERVQUAL is tool in measuring service quality. Customer defined standards of service delivery are to be understood in order to make customer satisfied by the service delivered.
Service quality in tourism and hospitality.pptxEndalamaw4
Service quality in tourism and hospitality
Designing quality service
Personal qualities of service providers
Customer contact employees' responsibilities
Tourism & Hospitality service delivery system
Evidence-based Research in Library and Information PracticeFe Angela Verzosa
Lecture presented at the Lecture Series sponsored by the University of the Assumption and PLAI Central Luzon Regional Librarians Council, held at the UA Libraries Auditorium, San Fernando City, Pampanga, on 12 January 2018
lecture presented by Fe Angela M. Verzosa at the AKLATAN 2016:
a regional conference on the Art of Librarianship held at Centennial Hall, Malolos Resort Club Royale, Malolos, Bulacan, on 31 August 2016
"Developing Community of Readers through the Book Mobile in today’s new learn...Fe Angela Verzosa
Delivered by Fe Angela M. Verzosa at the seminar sponsored by the University of Mindanao (Matina Campus) on the occasion of the 24th Information Services Month and 81st National Book Week with the theme: “Filipino Reader in the Era of ASEAN Integration” (December 2-8), held in Davao City, on December 2.
lecture presented by Fe Angela M. Verzosa at PLAI-Southern Tagalog Region Librarians Council Seminar-workshop on the theme, “Research in Librarianship : Capacity Building to Strengthen Research Culture”, held 7 October 2015, El Grande Residencia Hotel and Resort, Brgy. San Carlos, Lipa City
Lecture presented by Fe Angela M. Verzosa at the Records Management Seminar sponsored by InfoManagement Specialists on 16-18 April at Plaza del Norte Convention Center and Hotel, Laoag City
Seminar-Workshop on Records Management, Preservation/Conservation, Establishing Archives, and
Disaster Management, April 16-18, 2015, Plaza del Norte Hotel & Convention Center, Brgy. 41, Balacad, Laoag City, Ilocos Norte
Understanding records management print and electronicFe Angela Verzosa
lecture presented by Fe Angela M. Verzosa at the Seminar Workshop sponsored by De La Salle University- Dasmarinas, on 4 December 2014 at Luis Aguado Viewing Room, Aklatang Emilio Aguinaldo, DLSU-Dasmarinas, Cavite
Archives Conservation Program – introduction to conservation, deacidification...Fe Angela Verzosa
Lecture presented by Fe Angela M. Verzosa at the Seminar-Workshop on the Rice Terraces Archival Project (Phase 1- Capacity Building) sponsored by the Cordillera/Northern Luzon Historical Archives, UP Baguio, and the National Commission for Culture and the Arts, Bulwagang Juan Luna, University of the Philippines Baguio, Baguio City, 2014 June 11
Lecture presented at the PLAI National Congress on the theme “Libraries: Preservers and Promoters of Culture and the Arts" held at Punta Villa Resort, Iloilo City
Lecture presented by Fe Angela M. Verzosa at the 3rd National Congress of Special Libraries of the Philippines with the theme "The Modern Strategist: Accelerating the Career Path of an Information Professional" from October 24-25, 2013 at Hotel H20 - Manila, 24 October 2013
Lecture presented at the 5th CE Logic Conference on the theme "Linked: Living Together Through Technology", held at Chateau Royale, Nasugbu, Batangas on 23 May 2013
Archival resources in libraries: significance, sources and set-upsFe Angela Verzosa
lecture presented at the Seminar-Workshop on the theme “Organizing and Digitizing Library Archival Materials: ISAD (G) and Technology” organized by the Philippine Librarians Association, Inc. – Western Visayas Region Librarians Council (PLAI-WVRLC) in coordination with the National Committee for Libraries and Information Services – National Commission for Culture and The Arts (NCLIS-NCCA) held at the Colegio de San Agustin—Bacolod, Bacolod City, 27 September 2012.
lecture presented at the Seminar-Workshop on the theme “Organizing and Digitizing Library Archival Materials: ISAD (G) and Technology” organized by the Philippine Librarians Association, Inc. – Western Visayas Region Librarians Council (PLAI-WVRLC) in coordination with the National Committee for Libraries and Information Services – National Commission for Culture and The Arts (NCLIS-NCCA) held at the Colegio de San Agustin—Bacolod, Bacolod City, 27 September 2012.
lecture presented at the Annual Convention of the Association of College and University Registrar and Liaison Officers (ACURLO) Region IV-A held at Sol y Viento , Makiling Heights, Pansol, Calamba City on September 13, 2012
lecture presented by Fe Angela M. Verzosa at ALAP’s Seminar on “Evolving Practices in Professional Development and Knowledge Sharing in the Digital Age, held on May 25, 2012 at Casa San Pablo, San Pablo, Laguna
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Delivering service quality and satisfying library customers in a changing environment
1. Delivering service quality and
satisfying Library customers in a
changing environment
By Fe Angela M. Verzosa
Ninoy Aquino Library and Learning Resource Center
Polytechnic University of the Philippines
Sta. Mesa, Manila, 26 April 2011
2. Challenges 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
3. 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
• Epublishing
4. •What is library service quality?
•Is service quality synonymous to satisfaction?
•How can Libraries as a service provider
improve service quality?
•What are the dimensions of service quality?
•What is the difference between Libqual+ and
the original Ten Determinants of Service
Quality?
•How can Libraries deliver quality service and
satisfy customers in a changing
information environment?
5. 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)
6. In the user-centered library, quality service
and user satisfaction are our primary goals …
7. service quality and satisfaction
are not synonymous concepts
•Both service quality and
satisfaction can be an
end in themselves
•Each may be examined
as a framework for
evaluating library
services from a
customer's perspective
8. service quality and satisfaction
are not synonymous concepts
Service quality is an
evaluation of
specific attributes,
probes into precise
statements on which
the library seeks
customer input.
Satisfaction focuses on a specific transaction or, in
the case of overall satisfaction, it is a cumulative
judgment based on collective encounters, of
emotional reactions to an experience or collection of
experiences.
9. 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.
10. 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 practices
11. 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
12. What 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.
13. 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
14. 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
15. 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/home
16. Libqual+ metrics
Library
Affect of Service Service Personal Control
Quality
Empathy Ease of Navigation
Responsiveness Convenience
Assurance M odern Equipment
Reliability
Information Access Library as Place
Content/Scope Utilitarian space
Timeliness Symbol
Convenience Refuge
24. 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.
27. 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 image
28. Determinants 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
29. 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
30. 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
31. 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
user's questions
• licensed professionals
possessing required
competencies and
expertise
• Up-to-date knowledge
and skills
32. 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
33. 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
34. 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 user's
service problems
35. Responsiveness - being willing and ready to
provide service(s) when needed
• Prompt service to
users
• Willingness to help
users
• Readiness to respond
to user's questions
•Keeping users informed
about when services will be
performed
•Resolving problems quickly
36. 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
37. Understanding the customer -
knowing individual customer needs
• tailoring services
where practical to
meet individual needs
• having the users' best
interests at heart
• giving users individual
attention
• keeping users
professional and
personal preferences
in mind
46. How to deliver service quality and satisfaction?
• Understand customers’ service expectations and
how well those expectations are being met
• Work systematically to remove organizational
barriers that lead to poor customer service
• Recognize and capitalize on the increasing role
of technology in serving customers, but …
• Be cognizant of customers’ and staff’s readiness
to embrace technology-based services
• Continuously monitor customers’ and staff’s
reactions to, and experiences with, library
innovations
46
47. 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
48. 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