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Books > Reference & Interdisciplinary > Library & information sciences

International Information - Volume Two, Documents, Publications, and Electronic Information of International Organizations, 2nd... International Information - Volume Two, Documents, Publications, and Electronic Information of International Organizations, 2nd Edition (Hardcover, 2nd Revised edition)
Peter I Hajnal
R5,331 R4,658 Discovery Miles 46 580 Save R673 (13%) Ships in 10 - 15 working days

Increased access to information generated by international governmental organizations (IGOs) and nongovernmental organizations (NGOs) and the explosive growth in information technology lead to challenges in the way this information is disseminated, processed, organized, and used. This companion volume to Hajnal's previous work, International Information, bridges the divide between traditional and new media information emanating from IGOs and NGOs. An invaluable resource for researchers, scholars, students, government officials, media personnel, and information professionals.

Reading Home Cultures Through Books (Hardcover): Kirsti Salmi-Niklander, Marija Dalbello Reading Home Cultures Through Books (Hardcover)
Kirsti Salmi-Niklander, Marija Dalbello
R4,486 Discovery Miles 44 860 Ships in 10 - 15 working days

This wide-ranging, comparative, and multidisciplinary collection addresses the significance of books in creating the idea of home. The chapters present cases that reveal the affective and sensory dimensions of books and reading in the practice of everyday life of individuals, in communities, and in society. The complex relationship of books, reading, and home is explored through American and European case studies both in bourgeois and middle-class homes, and in working-class and immigrant families and communities with limited possibilities for reading. The volume combines the conceptions and representations of domesticity, the materiality of reading, and library as a place, drawing on book history and material culture studies as well as anthropology and sociology of the home.

Library and Information Science Annual - 1998 Volume 6 (Hardcover): Bohdan S. Wynar Library and Information Science Annual - 1998 Volume 6 (Hardcover)
Bohdan S. Wynar
R2,907 R2,568 Discovery Miles 25 680 Save R339 (12%) Ships in 10 - 15 working days

This volume offers a critical analysis of the literature of library and information science. It features evaluative reivews of English-language library science monographs, reference books, and selected library and information science periodicals published in the United States, Canada, and Great Britain. It should be of use to library and information science professions and a reference and research tool for library science educators, students, researchers and practitioners.

Encyclopedia of Archival Writers, 1515 - 2015 (Hardcover): Luciana Duranti, Patricia C. Franks Encyclopedia of Archival Writers, 1515 - 2015 (Hardcover)
Luciana Duranti, Patricia C. Franks
R5,037 Discovery Miles 50 370 Ships in 10 - 15 working days

The Encyclopedia of Archival Writers, 1515-2015, is a reference work that includes the profiles of authors of literature about records and archives in the Western world who have shaped the records and archives field over a span of 500 years. The 144 archival writers from 13 countries who are included in this volume were selected by an international advisory board on the basis of their impact on the records and archives profession and discipline, the presence of their publications in educational programs' reading lists, and the frequency of reference to their work. Among the writers included in this volume are Albertino Barisone of Padua (1587-1667), Sir Hilary Jenkinson of England (1882-1961), Adolf Brenneke of Germany (1875-1946), Theodore R. Schellenberg of the United States (1903-1970), Robert-Henri Bautier of France (1922-2010), Terry Cook of Canada (1947-2014), Vicenta Cortes Alonso of Spain (1925-), Eric Ketelaar of the Netherlands (1944-), Aurelio Tanodi of Argentina (1914-2011), Scott Maclean of Australia (1919-2003), and Verne Harris of South Africa (1958 - ). Arranged in alphabetical order, each entry includes a biography, intellectual contributions, and a brief essential bibliography. A total of 113 educators, professionals and students in the records and archives field-55 of whom are also profiled in this Encyclopedia--contributed to this volume. There is no other book in any language that focuses on the life and work of authors of records and archives literature. In fact, there is not easily available information on such writers. Thus, most entries involved quite a bit of research on dead writers and interviews with the living ones. Several living writers supported this work by accepting to author their own entry

A History of Medical Libraries and Medical Librarianship - From John Shaw Billings to the Digital Era (Hardcover): Michael R... A History of Medical Libraries and Medical Librarianship - From John Shaw Billings to the Digital Era (Hardcover)
Michael R Kronenfeld, Jennie Jacobs Kronenfeld
R3,678 Discovery Miles 36 780 Ships in 10 - 15 working days

A History of Medical Libraries and Librarianship in the United States: From John Shaw Billings to the Digital Era presents a history of the profession from the beginnings of the Army Surgeon General's Library in 1836 to today's era of the digital health sciences library. The purpose of this book is not only to make this history available to the profession's practitioners, but also to provide context as medical librarians and libraries enter a new age in their history as the digital information environment has undercut the medical library's previous role as the depository of the print based KBI/information base. The book divides the profession's history is divided into seven eras: 1. The Era of the Library of the Office of the Army Surgeon General and John Shaw Billings - 1836 - 1898 2. The Era of the Gentleman Physician Librarian - 1898 to 1945 3. The Era of the Development of the Clinical Research Infrastructure (NIH), the Rapid Expansion in Funded and Published Clinical Research and the Emergence of Medical Librarianship as a Profession - 1945 - 1962 4. The Era of the Development of the National Library of Medicine, Online digital Subject Searching (Medline) and the Creation of the National Health Science Library Infrastructure- 1962 - 1975 5. The Medline Era - A Golden Age for Medical Libraries - 1975 - 1995 6. The Era of Universal Access to Information and the Transition from Paper to Digitally Based Medical Libraries - 1995 - 2015 7. The Era of the Digital Health Sciences Library - 2015 - Each era is reviewed through discussing the developments in the field and the factors which drove those developments. The book will provide current and future medical librarians and information specialists an understanding of the development of their profession and some insights into its future.

For Information Specialists - Interpretations of References and Bibliographic Work (Hardcover, New): Howard White, Marcia... For Information Specialists - Interpretations of References and Bibliographic Work (Hardcover, New)
Howard White, Marcia Bates, Patrick Wilson
R2,117 Discovery Miles 21 170 Ships in 18 - 22 working days
Academic Libraries and Public Engagement With Science and Technology (Paperback): Eileen Harrington Academic Libraries and Public Engagement With Science and Technology (Paperback)
Eileen Harrington
R1,606 Discovery Miles 16 060 Ships in 10 - 15 working days

Libraries have historically played a role as a community builder, providing resources and spaces where knowledge can be archived, shared and created. They can also play a pivotal role in fostering the public's understanding of science and scientific processes. From makerspaces to data visualization labs to exhibits, many libraries already delve into scientific explorations and many more could join them. Scientists often need to include "broader impacts" goals in grant proposals, but they might not know where to begin or feel that they do not have the time to devote to public engagement. This is where libraries and librarians can help. Research in science communication also supports tapping into libraries for public engagement with science. Studies show that it is important for scientists to present findings in an apolitical way-not aligning with one solution or one way of thinking and not being seen as an activist (Druckman, 2015; Jamieson & Hardy, 2014). One of the core tenets of librarians and libraries is to present information in a neutral way. Research also shows that Informal conversations about science can have a greater effect on people than reading about it online or hearing about it on the news (Eveland & Cooper, 2013). Again, libraries can play a role in fostering these types of conversations. Given this landscape, this book will demonstrate concrete ways that libraries and librarians can play a role in fostering public engagement with science. In addition to background information on the current landscape of public knowledge and understanding of science, it will also include best practices and case studies of different types of programming and services that libraries can offer. Often libraries do not jump to mind when people think about science education or science literacy, and many librarians do not come from a science background. Literature on science programming and sharing science is largely absent from the library field. This book will help give confidence to librarians that they can participate in engaging the public with science. At the same time, it will provide a conduit to bring informal science educators, communication officers from universities or research organizations who share scientific discoveries with the public, and librarians together to explore ways to align their work to promote scientific literacy for all.

Instructional Technology - Past, Present, and Future (Hardcover, 3rd edition): Gary J. Anglin Instructional Technology - Past, Present, and Future (Hardcover, 3rd edition)
Gary J. Anglin
R2,401 R2,247 Discovery Miles 22 470 Save R154 (6%) Ships in 10 - 15 working days

This recently updated text provides today's graduate students and other interested readers with an introductory critical perspective on the past, present, and future of instructional technology. This third edition of Instructional Technology: Past, Present, and Future provides a broad introduction to the field of instructional design and technology. As with the previous editions, this book provides a comprehensive overview of significant issues and professionals in the field for graduate students and other interested readers. The content is intended to stimulate healthy debate and discussion in graduate classes and seminars. The book is organized topically to examine history, critical issues, instructional development, research, and theory. This text presents the latest information regarding computer applications in education and training, research and evaluation in instructional technology, future prospects for instructional technology, and avenues for professional development.

Creating Inclusive Libraries by Applying Universal Design - A Guide (Hardcover): Carli Spina Creating Inclusive Libraries by Applying Universal Design - A Guide (Hardcover)
Carli Spina
R2,859 Discovery Miles 28 590 Ships in 10 - 15 working days

As libraries of all types strive to serve diverse communities, Universal Design offers principles and approaches that can be used to create welcoming spaces and services. Applying Universal Design to Create Inclusive Libraries: A LITA Guide offers a thorough and engaging introduction to Universal Design and concrete examples of how these principles can be applied at libraries of all sizes, types, and budgets. This guide covers both Universal Design and Universal Design for Learning and includes real examples of how libraries have used these principles to create more welcoming environments and programming. Featuring a mix of examples, case studies, and checklists, this guide is suitable for those who are new to accessibility and inclusion work. Examples discussed cover a range of types of projects for all budgets, from major renovations to in-house signage design projects. Libraries covered include public libraries, academic libraries, school libraries, and more. It will leave readers confident of steps that they can take at their library to improve inclusion at any price point.

Network Forensics - Privacy and Security (Hardcover): Anchit Bijalwan Network Forensics - Privacy and Security (Hardcover)
Anchit Bijalwan
R3,942 Discovery Miles 39 420 Ships in 10 - 15 working days

This book primarily focuses on providing deep insight into the concepts of network security, network forensics, botnet forensics, ethics and incident response in global perspectives. It also covers the dormant and contentious issues of the subject in most scientific and objective manner. Various case studies addressing contemporary network forensics issues are also included in this book to provide practical know - how of the subject. Network Forensics: A privacy & Security provides a significance knowledge of network forensics in different functions and spheres of the security. The book gives the complete knowledge of network security, all kind of network attacks, intention of an attacker, identification of attack, detection, its analysis, incident response, ethical issues, botnet and botnet forensics. This book also refer the recent trends that comes under network forensics. It provides in-depth insight to the dormant and latent issues of the acquisition and system live investigation too. Features: Follows an outcome-based learning approach. A systematic overview of the state-of-the-art in network security, tools, Digital forensics. Differentiation among network security, computer forensics, network forensics and botnet forensics. Discussion on various cybercrimes, attacks and cyber terminologies. Discussion on network forensics process model. Network forensics tools and different techniques Network Forensics analysis through case studies. Discussion on evidence handling and incident response. System Investigations and the ethical issues on network forensics. This book serves as a reference book for post graduate and research investigators who need to study in cyber forensics. It can also be used as a textbook for a graduate level course in Electronics & Communication, Computer Science and Computer Engineering.

Libraries, Archives and Museums as Democratic Spaces in a Digital Age (Hardcover): Ragnar Audunson, Herbjorn Andresen, Cicilie... Libraries, Archives and Museums as Democratic Spaces in a Digital Age (Hardcover)
Ragnar Audunson, Herbjorn Andresen, Cicilie Fagerlid, Erik Henningsen, Hans-Christoph Hobohm, …
R3,548 Discovery Miles 35 480 Ships in 10 - 15 working days

Libraries, archives and museums have traditionally been a part of the public sphere's infrastructure. They have been so by providing public access to culture and knowledge, by being agents for enlightenment and by being public meeting places in their communities. Digitization and globalization poses new challenges in relation to upholding a sustainable public sphere. Can libraries, archives and museums contribute in meeting these challenges?

Libraries and Sanctuary - Supporting Refugees and Other New Arrivals (Paperback): John Vincent Libraries and Sanctuary - Supporting Refugees and Other New Arrivals (Paperback)
John Vincent
R1,158 Discovery Miles 11 580 Ships in 10 - 15 working days

Libraries and Sanctuary is a practical guide to how libraries and their staff can support ‘new arrivals’ – people who have crossed borders to reach a country. The book looks at the different drivers behind an individual’s move, their need for signposting, and at the sorts of barriers that are faced by new arrivals and people seeking sanctuary. Readers will discover the background reasons for migration, the global political context of migration, and the likely impacts of both of these. They will also gain an understanding of just how much work libraries have done so far; learn from practical initiatives, ‘what works’ examples and longer case studies; identify gaps in library provision; and find inspiration to start similar initiatives in their own institution. Drawing on the author’s decades of work in libraries and social exclusion, this is a book for anyone seeking to create an inclusive and welcoming library community.

Science Libraries in the Self Service Age - Developing New Services, Targeting New Users (Paperback): Alvin Hutchinson Science Libraries in the Self Service Age - Developing New Services, Targeting New Users (Paperback)
Alvin Hutchinson
R1,599 Discovery Miles 15 990 Ships in 10 - 15 working days

Science Libraries in the Self Service Age: Developing New Services, Targeting New Users suggests ways in which libraries can remain relevant to their institution. This book describes the myriad of new services and user communities which science librarians have recently incorporated into their routines. Where applicable, the book focuses on both researcher needs and the simple economics that emphasize the need for new service development. Science librarians will have to adapt to changing behaviors and needs if they want to remain a part of their organization's future. As this trend has hastened science librarians to develop new services, many of them aimed at audiences or user groups which had not typically used the library, this book provides timely tactics on which to build a cohesive plan.

Social Media - The Academic Library Perspective (Paperback): Nina Verishagen Social Media - The Academic Library Perspective (Paperback)
Nina Verishagen
R1,615 Discovery Miles 16 150 Ships in 10 - 15 working days

Social Media: The Academic Library Perspective provides a step-by-step guide on social media as written by somebody who has already done the work. Made up of case studies written by authors at various institutions who provide different perspectives on their institution's use of social media, the book highlights successes and failures, while also focusing on tips for social media management in the academic library that anybody in the community can interpret and adapt. Social media platforms are dealt with systematically, making this an essential guide for librarians who want to use social media to the benefit of their library.

The Black Librarian in America - Reflections, Resistance, and Reawakening (Hardcover): Shauntee Burns-Simpson, Nichelle M.... The Black Librarian in America - Reflections, Resistance, and Reawakening (Hardcover)
Shauntee Burns-Simpson, Nichelle M. Hayes, Ana Ndumu, Shaundra Walker; Foreword by Carla D. Hayden
R2,865 Discovery Miles 28 650 Ships in 10 - 15 working days

The Black Librarian in America: Reflections, Resistance, and Reawakening is the latest in the powerful line of The Black Librarian in America volumes. While previous editions we organized around library types, this edition is organized in four thematic sections" -A Rich Heritage: Black Librarian History -Celebrating Collective and Individual Identity -Black Librarians across Settings -Moving Forward: Activism, Anti-Racism, and Allyship" Issues pertaining to Black librarians' intersectional identities, capacities, and contributions take center stage. The Black Librarian in America: Reflections, Resistance, and Reawakening is not only the first edition to be edited entirely by Black women, but it is officially produced by BCALA members in commemoration of the organization's 50th anniversary. Dr. Carla Hayden (14th Librarian of Congress) and Julius Jefferson, Jr. (president of the American Library Association for the 2020-2021 term) contribute moving foreword and afterword segments.

The Community College Library. (Hardcover): Fritz Veit The Community College Library. (Hardcover)
Fritz Veit
R2,521 Discovery Miles 25 210 Ships in 18 - 22 working days
The Impact of Information Policy - Measuring the Effects of the Commercialization of Canadian Government Statistics... The Impact of Information Policy - Measuring the Effects of the Commercialization of Canadian Government Statistics (Hardcover)
Kirsti Nilsen
R2,807 R2,541 Discovery Miles 25 410 Save R266 (9%) Ships in 10 - 15 working days

This book focuses on the effects of information policy. While information policy studies often consider the ideology underlying policy, the policy process, the stakeholders and players in that process, and the nature of the outcomes of policy development, there have been few studies that focus on the ultimate effects of information policy. This book looks at effects from two perspectives. First, it examines the impact of government-wide information policies on a specific government agency in terms of its dissemination policies for the information it provides. Secondly, the effects of the ensuing agency information policies on social science research are examined. The government-wide policies of interest here are cost-recovery and restraint initiatives imposed by the Canadian federal government in the mid-1980s. The policy statements specifically identified government information as an area in which increased revenues could be generated. Such de facto information policies can have a wide effect on government information production and dissemination. In this book, the history and background of the policies is considered and the effects were empirically examined using multiple methods of analysis. The period covered is mid-1980s through mid-1990s. An epilogue chapter provides information on recent policy developments in Canada and the continuing effects of the policies of the 1980s.

The Cambridge History of Libraries in Britain and Ireland (Paperback): Alistair Black, Peter Hoare The Cambridge History of Libraries in Britain and Ireland (Paperback)
Alistair Black, Peter Hoare
R1,299 Discovery Miles 12 990 Ships in 10 - 15 working days

Since the mid-nineteenth century an unprecedented expansion and diversification of library activity has taken place. The Public Libraries Act of 1850 founded a tradition of public provision and service which continues today, and national and academic libraries have grown and multiplied. Libraries have become an industry rather than a localised phenomenon, and librarianship has developed from a scholarly craft to a scientific profession. The essays in this volume present a picture of great diversity, covering public, national, academic, subscription and private libraries. The users of libraries are an important part of their history and are considered here in detail, alongside the development of the library profession and the impact of new information technologies. The place of the library within society and the growth of a professional structure to manage new demands on information are the central concerns of this volume, which celebrates the diversity of the modern library world.

The Cambridge History of Libraries in Britain and Ireland (Paperback): Elisabeth Leedham-Green, Teresa Webber The Cambridge History of Libraries in Britain and Ireland (Paperback)
Elisabeth Leedham-Green, Teresa Webber
R1,294 Discovery Miles 12 940 Ships in 10 - 15 working days

This volume is a survey of libraries in Britain and Ireland up to the Civil War. It traces the transition from collections of books without a fixed local habitation to the library, chiefly of printed books, much as we know it today. It examines changing patterns in the formation of book collections in the earlier medieval period, traces the combined impact of the activities of the mendicant orders and the scholarship of the universities in the thirteenth and fourteenth centuries, and the adoption of the library room and the growth of private book collections in the fourteenth and fifteenth. The volume then focuses upon the dispersal of the monastic libraries in the mid-sixteenth centuries, the creation of new types of library, and finally, the steps whereby the collections amassed by antiquaries came to form the bases of the national and institutional libraries of Britain and Ireland.

Digilect - The Impact of Infocommunication Technology on Language (Hardcover): Agnes Veszelszki Digilect - The Impact of Infocommunication Technology on Language (Hardcover)
Agnes Veszelszki
R3,289 Discovery Miles 32 890 Ships in 10 - 15 working days

The high degree of internet penetration and its social (and linguistic) effects evidently influence how people, and especially the highly susceptible younger generations, use language. The primary aim of the book is not only to identify the characteristic features of the digital language variety (this has already been done by several works) but to examine how digital communication affects the language of other mediums of communication: orality, handwritten texts, digitally created but not digitally perceived, that is printed texts, including in particular advertisements (which quickly respond to linguistic change). Naturally, the book presents the characteristics of the digital language variety (and coins the term digilect) but only to give a framework to the impact analysis. It is important to document changes in progress and thus direct attention to potential outcomes. The current linguistic change is different from previous ones primarily in its speed and form of spreading, and it not only brings innovative grammatical forms and writing/spelling solutions but may also have far-reaching cultural and educational consequences in the long run.

Digital Transformation in a Post-Covid World - Sustainable Innovation, Disruption, and Change (Hardcover): Adrian T. H. Kuah,... Digital Transformation in a Post-Covid World - Sustainable Innovation, Disruption, and Change (Hardcover)
Adrian T. H. Kuah, Roberto Dillon
R4,233 Discovery Miles 42 330 Ships in 10 - 15 working days

Considers how different fields across technology and business have been affected by the Covid-19 pandemic Explores the innovations, disruptions and changes that are required to adapt in a fast-evolving landscape technology Offers a wealth of perspectives from international contributors working in a variety of contexts.

The New Metrics - Practical Assessment of Research Impact (Hardcover): Elaine M. Lasda The New Metrics - Practical Assessment of Research Impact (Hardcover)
Elaine M. Lasda
R2,573 Discovery Miles 25 730 Ships in 10 - 15 working days

Traditionally, research impact has been measured by counting citations, and citation-based indicators, such as impact factors. But in the last few years there has been increasing pressure on research and higher education institutions to move beyond citation metrics, and look instead at different forms of impact - at real world impact.Scholarly impact expert Elaine Lasda brings together a cast of innovative contributors from a variety of sectors to look at how impact is measured in ways that go beyond citations in peer-reviewed journal articles. With case studies from publishers, museums, scientific centers and government agencies, the contributors show how using a different mix of traditional bibliometrics, newer altmetrics, and other new measures can provide vital information to support the mission and vision of their organizations. For librarians and information professionals, it is becoming increasingly more important to be able to provide expertise on research impact, influence, productivity and prestige. This exciting new book shows readers how to clarify the importance and relevance of organizational research output, and therefore increase their professional value. With the growing sophistication of research impact analysis, the need for "impact metric literacy" is rising, and this book is a helpful tool for those looking to improve their understanding of research impact.

Conversations with Leading Academic and Research Library Directors - International Perspectives on Library Management... Conversations with Leading Academic and Research Library Directors - International Perspectives on Library Management (Paperback)
Patrick Lo, Dickson Chiu, Allan Cho, Brad Allard
R2,928 R1,937 Discovery Miles 19 370 Save R991 (34%) Ships in 10 - 15 working days

Conversations with Leading Academic and Research Library Directors: International Perspectives on Library Management presents a series of conversations with the directors of major academic and research libraries. The book offers insight, analysis, and personal anecdote from leaders in the library field, giving a unique perspective on how the modern library operates. Readers will learn about the most up-to-date trends and practices in the LIS profession from the directors of 24 internationally acclaimed academic and research libraries in Germany, Hong Kong, Ireland, The Netherlands, New Zealand, Russia, Singapore, and the UK and USA. This is the first book focusing on leaders and managers of library institutions to offer a global outlook. Facing the need to respond to the expectations of changing populations that librarians strive to serve, this book aims to develop a new understanding of the core values of academic and research libraries, and asks how librarians can innovate, adapt, and flourish in a rapidly shifting professional landscape.

Machine Learning Methods for Stylometry - Authorship Attribution and Author Profiling (Hardcover, 1st ed. 2020): Jacques Savoy Machine Learning Methods for Stylometry - Authorship Attribution and Author Profiling (Hardcover, 1st ed. 2020)
Jacques Savoy
R3,997 Discovery Miles 39 970 Ships in 10 - 15 working days

This book presents methods and approaches used to identify the true author of a doubtful document or text excerpt. It provides a broad introduction to all text categorization problems (like authorship attribution, psychological traits of the author, detecting fake news, etc.) grounded in stylistic features. Specifically, machine learning models as valuable tools for verifying hypotheses or revealing significant patterns hidden in datasets are presented in detail. Stylometry is a multi-disciplinary field combining linguistics with both statistics and computer science. The content is divided into three parts. The first, which consists of the first three chapters, offers a general introduction to stylometry, its potential applications and limitations. Further, it introduces the ongoing example used to illustrate the concepts discussed throughout the remainder of the book. The four chapters of the second part are more devoted to computer science with a focus on machine learning models. Their main aim is to explain machine learning models for solving stylometric problems. Several general strategies used to identify, extract, select, and represent stylistic markers are explained. As deep learning represents an active field of research, information on neural network models and word embeddings applied to stylometry is provided, as well as a general introduction to the deep learning approach to solving stylometric questions. In turn, the third part illustrates the application of the previously discussed approaches in real cases: an authorship attribution problem, seeking to discover the secret hand behind the nom de plume Elena Ferrante, an Italian writer known worldwide for her My Brilliant Friend's saga; author profiling in order to identify whether a set of tweets were generated by a bot or a human being and in this second case, whether it is a man or a woman; and an exploration of stylistic variations over time using US political speeches covering a period of ca. 230 years. A solutions-based approach is adopted throughout the book, and explanations are supported by examples written in R. To complement the main content and discussions on stylometric models and techniques, examples and datasets are freely available at the author's Github website.

Service Quality in Academic Libraries (Hardcover): Peter Hernon, Ellen Altman Service Quality in Academic Libraries (Hardcover)
Peter Hernon, Ellen Altman
R3,051 Discovery Miles 30 510 Ships in 18 - 22 working days

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

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