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Books > Reference & Interdisciplinary > Library & information sciences > Automation of library & information processes

Emerging Trends and Impacts of the Internet of Things in Libraries (Paperback): Barbara Holland Emerging Trends and Impacts of the Internet of Things in Libraries (Paperback)
Barbara Holland
R4,486 Discovery Miles 44 860 Ships in 10 - 15 working days

Over the years, new IT approaches have manifested, including digital transformation, cloud computing, and the internet of things (IoT). They have had a profound impact on the population, including libraries. Many organizations can save on their IT budget by adopting these new approaches because they provide technology in easier ways, often at lower costs and to the benefit of users. Emerging Trends and Impacts of the Internet of Things in Libraries is a critical research publication that explores advancing technologies, specifically the internet of things, and their applications within library settings. Moreover, the book will provide insights and explore case studies on smart libraries. Featuring a wide range of topics such as smart technology, automation, and robotics, this book is ideal for librarians, professionals, academicians, computer scientists, researchers, and students working in the fields of library science, information and communication sciences, and information technology.

Measuring and Implementing Altmetrics in Library and Information Science Research (Paperback): C. Baskaran Measuring and Implementing Altmetrics in Library and Information Science Research (Paperback)
C. Baskaran
R4,469 Discovery Miles 44 690 Ships in 10 - 15 working days

Researchers are becoming increasingly concerned with tracking the impact and reach that their research has on the academic community. Through the implementation of altmetrics, they can now better measure the value that their research has through the analysis of citing behavior and citation-based research evaluation. Measuring and Implementing Altmetrics in Library and Information Science Research is a critical research book that focuses on how altmetrics can help researchers to uncover evidence of societal engagement, influence, and broader impacts that demonstrate the value of their research. It builds a more complete picture of the visibility and profile of individual researchers and observes real-time social media updates that provide insight into how faculty's research is being shared from the moment it is published. Featuring a range of topics such as citations, big data, and social media, this book is essential for researchers, educators, librarians, professionals, academicians, administrators, and students.

The Power of Story II - Using Research to Add Reality to Your Story (Paperback): Laura Anne Ewald The Power of Story II - Using Research to Add Reality to Your Story (Paperback)
Laura Anne Ewald
R213 Discovery Miles 2 130 Ships in 10 - 15 working days
Managing and Adapting Library Information Services for Future Users (Paperback): Nkem Ekene Osuigwe Managing and Adapting Library Information Services for Future Users (Paperback)
Nkem Ekene Osuigwe
R4,224 Discovery Miles 42 240 Ships in 10 - 15 working days

Information in today's modernized world has become much more attainable with the use of technology. A resource that has fallen victim to this are library services. What was once a staple of knowledge and communication has failed to keep pace with recent advancements in information service providers. Library practitioners need to learn how to manage change, build influence, and adapt their services to remain relevant within local communities. Libraries can continue to play a key role in future aspects of information provision, but proper research is a necessity. Managing and Adapting Library Information Services for Future Users is a collection of innovative research that encapsulates practices, concepts, ideas, and proposals that would chart pathways for libraries of all types to envision and understand how to thrive and remain relevant in the competitive information provision environment. It is expected to motivate librarians and information scientists to probe further into how libraries would better serve user communities of the 21st century who have options of accessing information from sources other than from libraries. While highlighting topics including artificial intelligence, human design thinking, and alternative finance, this book is ideally designed for librarians, information specialists, architects, data scientists, researchers, community development practitioners, policymakers, faculty members, and students seeking current research on emerging advancements in library optimization.

Masked by Trust - Bias in Library Discovery (Paperback): Matthew Reidsma Masked by Trust - Bias in Library Discovery (Paperback)
Matthew Reidsma
R1,220 Discovery Miles 12 200 Ships in 10 - 15 working days
Learning in a Disruptive Age - Developing sound digital learning strategies (Paperback): Letitia Van Der Merwe, Graham Wolfson Learning in a Disruptive Age - Developing sound digital learning strategies (Paperback)
Letitia Van Der Merwe, Graham Wolfson
R597 Discovery Miles 5 970 Ships in 10 - 15 working days
Systematic Searching - Practical ideas for improving results (Paperback): Paul Levay, Jenny Craven Systematic Searching - Practical ideas for improving results (Paperback)
Paul Levay, Jenny Craven
R2,656 Discovery Miles 26 560 Ships in 9 - 17 working days

In resource poor, cost saving times, this book provides practical advice on new methods and technologies involved in systematic searching and explores the role of information professionals in delivering these changes The editors bring together expert international practitioners and researchers to highlight the latest thinking on systematic searching. Beginning by looking at the methods and techniques underlying systematic searching, the book then examines the current challenges and the potential solutions to more effective searching in detail, before considering the role of the information specialist as an expert searcher. Systematic Searching blends theory and practice and takes into account different approaches to information retrieval with a special focus being given to searching for complex topics in a health-related environment. The book does not presume an in-depth prior knowledge or experience of systematic searching and includes case studies, practical examples and ideas for further research and reading. The book is divided into three parts: Methods covers theoretical approaches to evidence synthesis and the implications that these have for the search process, including searching for complex topics and choosing the right sources. Technology examines new technologies for retrieving evidence and how these are leading to new directions in information retrieval and evidence synthesis. People considers the future of the information specialist as an expert searcher and explores how information professionals can develop their skills in searching, communication and collaboration to ensure that information retrieval practice is, and remains, evidence-based. Systematic Searching will be essential reading for library and information service providers and information specialists, particularly those in a health-related environment. It will also be of interest to students of library and information science, systematic reviewers, researchers and practitioners conducting complex searches in settings including social care, education and criminal justice.

Social Media for Communication and Instruction in Academic Libraries (Paperback): Jennifer Joe, Elisabeth Knight Social Media for Communication and Instruction in Academic Libraries (Paperback)
Jennifer Joe, Elisabeth Knight
R4,148 Discovery Miles 41 480 Ships in 10 - 15 working days

The subject of the use of social media has renewed interest because of the impact that it had on the last U.S. presidential election and the impact that social media networks will have on subsequent elections. As guides in the information world, it is thus important that librarians be well versed in social media. This has called attention to the relevance and urgency of incorporating social media use into the academic library, both as a marketing tool and as an instruction tool. Social Media for Communication and Instruction in Academic Libraries is an essential reference source that offers guidance in using social media in academic libraries and in instruction with a special emphasis on assessment and evidence-based practice. Featuring research on topics such as digital libraries, marketing, and web analytics, this book is ideally designed for librarians, administrators, educators, managers, information technology specialists, professionals, researchers, and students.

Artificial Intelligence and Machine Learning in Libraries (Paperback): Jason Griffey Artificial Intelligence and Machine Learning in Libraries (Paperback)
Jason Griffey
R1,377 R1,072 Discovery Miles 10 720 Save R305 (22%) Ships in 12 - 19 working days

This issue of Library Technology Reports argues that the near future of library work will be enormously impacted and perhaps forever changed as a result of artificial intelligence (AI) and machine learning systems becoming commonplace. It will do so through both essays on theory and predictions of the future of these systems in libraries and also through essays on current events and systems currently being developed in and by libraries. A variety of librarians will discuss their own AI and machine learning projects, how they implemented AI and to what ends, and what they see as useful for the future of libraries in considering AI systems and services. First up is an essay relating the development and design of a machine learning system developed by a library and deployed to production in a library anywhere in the US. The system is HAMLET (How about Machine Learning Enhanced Theses) by Andromeda Yelton, currently a developer at the Berkman Klein Center for Internet and Society at Harvard. At MIT, she created and developed HAMLET. Next, in chapter three, we have an essay by Bohyun Kim, CTO and associate professor at the University of Rhode Island Libraries, where she discusses the launch of their Artificial Intelligence Lab, which is housed in the library on campus. Then in chapter four, Craig Boman, Discovery Services Librarian and assistant librarian at Miami University Libraries, looks at his attempts to use a type of machine learning to build a system to assign formal subject headings to unclassified, full-text works. This report will conclude with a discussion of possibilities and potentials for using AI in libraries and library science.

Guide to Streaming Video Acquisitions (Paperback): Eric Hartnett Guide to Streaming Video Acquisitions (Paperback)
Eric Hartnett
R1,760 Discovery Miles 17 600 Ships in 10 - 15 working days

Streaming video at academic libraries is here to stay. In fact, a recent study shows about two-thirds of students use video as part of their academic study and three-quarters use it to supplement their reading. But as many libraries already know, video licensing can break your budget. Serving the needs of both students and faculty requires a balanced, strategic approach. This concise collection from the Association for Library Collections & Technical Services (ALCTS) offers guidance on such topics as selection criteria for video; seven common business models; practical workflows, from selection and licensing to setting up access; video-specific licensing considerations, including hosting and access restrictions; the TEACH Act and classroom use; using vendor analytic tools to improve discovery; and conducting a cost per use assessment. With the help of this book's expert advice, academic and research libraries will be well equipped for meeting their institution's video streaming needs.

Teaching Coding through Game Creation (Paperback): Sarah Kepple Teaching Coding through Game Creation (Paperback)
Sarah Kepple
R1,674 Discovery Miles 16 740 Ships in 10 - 15 working days

This engaging guide demonstrates how easy, fun, and rewarding it can be to teach and learn coding at the library. In our technology-obsessed society, computer coding is a highly valued and in-demand skill, but many people consider it an activity only for technology geeks and educated professionals-even more so to teach coding. Not so, says author Sarah Kepple. In this accessible guide, she explains why you don't have to be an expert to lead coding, shows how easy and rewarding learning and teaching coding can be, and provides step-by-step instructions to help you and your community get started. The book shows how to engage students quickly with learning activities that springboard off of the powerful appeal of video games. The author takes users through activities that introduce popular programming languages-including GameMaker, JavaScript, Python, and Scratch-to create video games, and in the process, to learn coding. These activities, themed around classic and popular stories, appeal to a broad age range-from elementary-age youth through high school and beyond to adults and seniors. Readers will see why school and public libraries are venues ideally suited for coding classes, workshops, clubs, or camps, and they will understand why teaching coding not only meets an important need but also serves to highlight the library's relevance to its community. Helps librarians-even those without prior experience and training-launch highly successful programs in computer coding that engage both traditional literacy and technology literacy Builds on the library's role as technology hub in the school and/or community Enables librarians to cultivate practical and valued skills among students and patrons-all while they have fun learning Offers insight from an instructor who leads coding clubs and classes in multiple libraries

The ABCs of ERM - Demystifying Electronic Resource Management for Public and Academic Librarians (Paperback): Jessica Zellers,... The ABCs of ERM - Demystifying Electronic Resource Management for Public and Academic Librarians (Paperback)
Jessica Zellers, Tina M. Adams, Katherine Hill
R1,672 Discovery Miles 16 720 Ships in 10 - 15 working days

The ever-shifting landscape of electronic resources challenges even the most tech-savvy information professionals. Now, however, you can surmount those challenges, with the solid backing offered in this practical book. Despite their being visible, valuable, and expensive components of public and academic library collections, electronic resources remain somewhat mysterious to many librarians. How do you deal with vendors, how do you decide which e-resources to buy, how do you optimize access for remote users, and perhaps most importantly, how do you motivate your public to use them? Created by three front-line practitioners, this guide answers all of those questions and more, offering practical advice to information professionals involved in any aspect of electronic resource management—from selecting, acquiring, and activating to managing, promoting, and deselecting. It features clear instructions along with definitions, checklists, FAQs, and sidebars comprising sensible tips and anecdotal asides for the involved librarian. Written in a lively style and brimming with helpful information, this is the guide you'll wish you had in library school, and a resource you will refer to again and again.

Digital Curation for Libraries and Archives (Paperback): Stacy T. Kowalczyk Digital Curation for Libraries and Archives (Paperback)
Stacy T. Kowalczyk
R1,952 Discovery Miles 19 520 Ships in 10 - 15 working days

An up-to-date examination of the evolving field of digital curation and its important place in libraries, covering the major technical, social, and organizational issues surrounding curation for libraries, archives, and other information-based organizations. This book addresses the evolving field of digital curation and its important place in libraries, covering the myriad issues surrounding curation for libraries, archives, and other information-based organizations. Balancing research, theory, and practice in curation, this book is a valuable resource for students, librarians, and archivists that will help them understand the technology infrastructure that supports curation, develop effective curation plans, and make the best choices when digitizing collections that aid in the long term preservation and curation of their materials. The book can serve as a textbook for graduate courses in digital curation, digital libraries, and informatics as well as be useful to librarians and archivists for individual continuing professional education. Supplies a practical and much-needed guide on an emerging and dynamic field for librarians Gives librarians the skills they need to help patrons and fellow librarians deal with the data deluge Addresses a current and highly relevant topic in library and information science and fills a gap in the existing literature on preservation

Learn Reference Work International Edition - (Library Education Series) (Paperback): Lynn Farkas, Helen Rowe Learn Reference Work International Edition - (Library Education Series) (Paperback)
Lynn Farkas, Helen Rowe
R1,280 Discovery Miles 12 800 Ships in 10 - 15 working days
The Pivotal Role of Academic Librarians in Digital Learning (Paperback): Melissa N. Mallon The Pivotal Role of Academic Librarians in Digital Learning (Paperback)
Melissa N. Mallon
R1,633 Discovery Miles 16 330 Ships in 10 - 15 working days

The budget-constrained, rapidly evolving climate of higher education and academic libraries makes it a necessity for academic librarians and administrators to communicate the value of their library to the university. This book explains how to execute this critical task. Authored by a library director and director of library liason and instructional services who formerly served as a faculty member, a librarian, and a professional development instructor, The Pivotal Role of Academic Librarians in Digital Learning establishes the library's role in supporting student learning in an increasingly digital environment by exploring theoretical foundations and sharing concrete examples. The chapters focus on strategies and methods for demonstrating the academic library's value through strategic campus partnerships, creation of learning objects such as video tutorials, research instruction designed to facilitate student collaboration, and participation in assessment of learning on campus. All of the topics addressed within a broad range of subject matter fall within the scope of learning in the "digital age," with particular emphasis on utilizing online learning environments-including social media-to teach students critical thinking and research skills as well as to position the academic library as an integral part of the modern learning environment. This book is a must-read for academic librarians in instructional roles, teaching faculty, academic library administrators and managers who need to communicate the value of the library in relation to student learning, and academic administrators who are obligated to demonstrate the important role of libraries in academic excellence. Advocates and explains the instructional role of academic librarians-a role that is key and continuing to grow in importance Furnishes practical examples of digital products and proven processes to aid in student learning Provides concrete methodologies to use technology to increase the visibility and perceived value of academic libraries Illustrates the use of templates, lesson plans, and other tools that serve teaching librarians

Searching for Sharing - Heritage and Multimedia in Africa (Paperback): Daniela Merolla, Mark Turin Searching for Sharing - Heritage and Multimedia in Africa (Paperback)
Daniela Merolla, Mark Turin
R737 Discovery Miles 7 370 Ships in 10 - 15 working days
The Subject Liaison's Survival Guide to Technical Services (Paperback): Krista Schmidt, Tim Carstens The Subject Liaison's Survival Guide to Technical Services (Paperback)
Krista Schmidt, Tim Carstens
R1,200 Discovery Miles 12 000 Ships in 10 - 15 working days

Subject liaisons act as a bridge connecting academic departments to the library and its services, helping facilitate instruction sessions, research support, and collection development. To be at their best in these roles, subject liaisons need a working understanding of technical services functions. This book represents the first guide to speak directly to the needs and responsibilities of subject liaisons, clearing away unnecessary information and jargon to bring them up to speed on how technical services staff get things done. Clear and concise, this guide covers policy, budgets and funding, submitting orders, acquisitions ordering, processing, cataloging, deselection and weeding, and other major technical services duties; includes appropriate background information on each topic to enhance readers' understanding; provides "Questions You Should Be Asking" connected to each chapter which encourage subject liaisons to be proactive in their learning; and offers a glossary of common technical services terms . Armed with this guide's targeted information, subject liaisons will be able to better position themselves to serve both instructors and the library effectively.

Planning and Implementing Electronic Records Management (Hardcover, New): Kelvin Smith Planning and Implementing Electronic Records Management (Hardcover, New)
Kelvin Smith
R2,557 Discovery Miles 25 570 Ships in 9 - 17 working days

Many organizations are moving away from managing records and information in paper form to setting up electronic records management (ERM) systems. There is a range of reasons for this: economic considerations may be the driver for change, or government policy initiatives may be coming into play. Whatever the situation in your organization, this book provides straightforward, practical guidance on how to prepare for and enable ERM. It sets out and explains the issues organizations need to consider in selecting a system, and the procedures required for effective implementation. Help is also given with the complexities of managing hybrid records during an interim period between paper and electronic record management. The book is divided into three main parts covering the preparation for ERM, and its design and implementation. The key areas covered are: the underlying principles the context making a business case for ERM the main issues for design the information survey the file plan appraisal methodology preservation access the main issues for implementation project management procurement change management training the future of information management. Readership : This essential guide should be on the desk of any library and information professional, records manager, archivist or knowledge manager involved in planning and introducing an ERM system, whether in a public or private sector organization.

Learning Management Systems - Tools for Embedded Librarianship (Paperback): John J. Burke, Beth E. Tumbleson Learning Management Systems - Tools for Embedded Librarianship (Paperback)
John J. Burke, Beth E. Tumbleson
R1,279 Discovery Miles 12 790 Ships in 10 - 15 working days

Academic librarians have long sought new ways to reach out to their users and support those users' research needs. Now, learning management system (LMS) embedded librarianship is partnering with faculty to deliver research assistance for students right in their LMS course sites. This issue of Library Technology Reports describes the LMS environment alongside the larger online resource environment of academic libraries. Topics include: options for adding digital collections and finding tools; methods for creating course-specific content; online tools for communication, collaboration, and citing sources; LMS embedded librarians trends; and the underlying principles of universal design, instructional design, accessibility, and copyright.

Learn Library Of Congress Subject Access (International Edition) - (Library Education Series) (Paperback): Lynn Farkas Learn Library Of Congress Subject Access (International Edition) - (Library Education Series) (Paperback)
Lynn Farkas
R1,240 Discovery Miles 12 400 Ships in 10 - 15 working days
Digital Library Programs for Libraries and Archives - Developing, Managing, and Sustaining Unique Digital Collections... Digital Library Programs for Libraries and Archives - Developing, Managing, and Sustaining Unique Digital Collections (Paperback)
Aaron Purcell
R2,490 Discovery Miles 24 900 Ships in 10 - 15 working days

Planning and managing a self-contained digitization project is one thing, but how do you transition to a digital library program? Or better yet, how do you start a program from scratch? In this book Purcell, a well-respected expert in both archives and digital libraries, combines theory and best practices with practical application, showing how to approach digital projects as an ongoing effort. He not only guides librarians and archivists in transitioning from project-level initiatives to a sustainable program but also provides clear step-by-step instructions for building a digital library program from the bottom up, even for organizations with limited staff. Approachable and easy to follow, this book traces the historical growth of digital libraries and the importance of those digital foundations; summarizes current technological challenges that affect the planning of digital libraries, and how librarians and archivists are adapting to the changing information landscape;uses examples to lay out the core priorities of leading successful digital programs; covers the essentials of getting started, from vision and mission building to identifying resources and partnerships; emphasizes the importance of digitizing original unique materials found in library and archives collections, and suggests approaches to the selection process; addresses metadata and key technical standards; discusses management and daily operations, including assessment, enhancement, sustainability, and long-term preservation planning; provides guidance for marketing, promotion, and outreach, plus how to take into account such considerations as access points, intended audiences, and educational and instructional components; andincludes exercises designed to help readers define their own digital projects and create a real-world digital program plan . Equally valuable for LIS students just learning about the digital landscape, information professionals taking their first steps to create digital content, and organizations who already have well-established digital credentials, Purcell's book outlines methods applicable and scalable to many different types and sizes of libraries and archives.

Free Government e-Resources for Youth - Inform, Inspire, and Activate (Paperback): Dorothy Ormes Free Government e-Resources for Youth - Inform, Inspire, and Activate (Paperback)
Dorothy Ormes
R1,655 Discovery Miles 16 550 Ships in 10 - 15 working days

Specifically focusing on the resources on federal government available online, this book supports the education of young citizens and supplies directions for conducting programs for youth on the government. Government documents offer a wealth of useful information that is often ignored or misinterpreted—even by librarians. And while improved search engines have improved access to online documents in recent years, patrons—especially young people—typically need help navigating and understanding the sites. Free Government e-Resources for Youth helps librarians promote online government information to youth and to assist youth in using it to become informed and educated about our federal government and how it works. Author Dorothy Ormes—a Federal Depository Library Program librarian at the university level—has created a guide to government resources that public and school librarians can use to support the education of young citizens. The book covers various areas of K–12 curriculum, highlighting activities and lesson plans based on national and state standards, and gives helpful directions for creating displays and conducting programs for youth on the government. The book also provides a brief explanation of the Federal Depository Library Program (FDLP) and describes how a public library can work with FDLP librarians or take advantage of an unprecedented opportunity to join the FDLP as active participants and benefit the community.

Digitizing Your Collection - Public Library Success Stories (Paperback): Susanne Caro Digitizing Your Collection - Public Library Success Stories (Paperback)
Susanne Caro
R1,631 Discovery Miles 16 310 Ships in 10 - 15 working days

Digitizing your collection is not only a great way to increase access to your materials, it also engages patrons on a whole new level and helps communicate your library's value. But with staff time and resources already spread thin, it can be a challenge to plan and undertake a digitization initiative. The good news is that public libraries across the country have done just that. Here, the authors share lessons and tips for success, showing the way to getting your collection online. With succinct and practical guidance that can be adapted to any size institution, this book explains why public libraries should take digitization seriously, listing key points that can be used to get stakeholders on board; points out what you should consider before undertaking a digitization project; discusses copyright and other access-related issues; shows how public libraries are handling funding and finding collaborative partners; shares ways that libraries have used digitization projects for community outreach and to promote collections; and offers advice on marketing and media. Many libraries across the country have found ways to create wonderful digital collections, and this book shows you how you can too.

Making the Most of Digital Collections through Training and Outreach - The Innovative Librarian's Guide (Paperback): Nick... Making the Most of Digital Collections through Training and Outreach - The Innovative Librarian's Guide (Paperback)
Nick Tanzi
R1,636 Discovery Miles 16 360 Ships in 10 - 15 working days

This book offers a practical template for training patrons to use eBook, streaming video, online music, and journal collections that is practical, adaptable, and most importantly, sustainable. In order to make your library's expanding digital collection worth having, customers need to know how to access these online resources-and it's up to your staff to show them how. This unique guide explains how to use a device-centered approach to training library patrons (rather than a system-centric approach) that will enable staff to more easily assist patrons, regardless of whether your patrons use Kindles, tablets, mobile phones, or laptops. Using this approach, staff stay current and can prepare for the next technology or interface platform to access digital collections. The book describes different patron instruction scenarios, such as drop-in, one-on-one interactions, tech petting zoos, and classroom settings, and explains how to structure and conduct specific sessions/classes. Readers will learn methods of promoting the digital collection that can be used in their entirety or a la carte, depending on your budget and locality. The final chapters address using social media, print media, and interactive displays; best practices for target marketing aimed at both in-house patrons and external customers; and how you can save money when purchasing equipment. Introduces librarians to a sustainable approach to teaching or coaching patrons on how to access and use eBooks, streaming video, digital music, and digital journal collections Offers a flexible approach that can be customized to libraries of different sizes and budgets Builds on librarians' reference skills to stay current with new technologies Focuses on sustainability for smaller and mid-sized libraries

Assessing Service Quality - Satisfying the Expectations of Library Customers (Paperback, 3rd Revised edition): Peter Hernon,... Assessing Service Quality - Satisfying the Expectations of Library Customers (Paperback, 3rd Revised edition)
Peter Hernon, Ellen Altman, Robert E Dugan
R2,234 Discovery Miles 22 340 Ships in 10 - 15 working days

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.

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