Everand Logo

Welcome to Everand!

  • Discover millions of ebooks, audiobooks, and so much more with a free trial

    Only $11.99/month after trial. Cancel anytime.

    Customer Service in Academic Libraries: Tales from the Front Line
    Customer Service in Academic Libraries: Tales from the Front Line
    Customer Service in Academic Libraries: Tales from the Front Line
    Ebook267 pages2 hours

    Customer Service in Academic Libraries: Tales from the Front Line

    By Stephen Mossop

    ()

    Read preview

    About this ebook

    The term 'customer service' is not new to the academic library community. Academic libraries exist to serve the needs of their community, and hence customer service is essential. However, the term can be applied in a variety of ways, from a thin veneer of politeness, to an all-encompassing ethic focussing organisational and individual attention on understanding and meeting the needs of the customer. For customers, the library’s Front Line team is the ‘human face’ of the library. How well they do their job can have a massive impact on the quality of the learning experience for many students, and can directly impact upon their success. The importance of their role, and the quality of the services they offer, should not be underestimated – but in an increasingly digital world, and with potentially several thousand individuals visiting every day (whether in person or online), each with their own agendas and requirements, how can the library’s Front Line team deliver the personal service that each of these individuals need? Customer Service in Academic Libraries contributes to what academic libraries, as a community, do really well - the sharing of best practice. It brings together, in one place, examples of how Front Line teams from libraries across a wide geographical area - Hong Kong, Australia, Turkey and the United Kingdom – work to ‘get it right for their customers’. Between them, they cover a range of institutions including research-intensive, mixed HE/FE, private establishments and shared campuses. All have their own tales to tell, their own emphases, their own ways of doing things – and all bring their own examples of best practice, which it is hoped readers will find useful in their own context.

    • Discusses ‘customer service’ in a library setting
    • Translates ‘management theory’ into useful practice information
    • Examines building relationships, meeting customer needs, and marketing and communication
    • Provides examples of practical experience grounded in recent, transferable experience
    LanguageEnglish
    PublisherElsevier Science
    Release dateOct 6, 2015
    ISBN9781780634395
    Customer Service in Academic Libraries: Tales from the Front Line
    Author

    Stephen Mossop

    Stephen Mossop is Head of Library Services at the University of Exeter, UK. He has published and presented widely on aspects of Strategic Organisational Development and Library Management, and has special interests in library design, RFID and customer relationship management. He is best known for his 2008 case study on RFID at the University of Central Lancashire (for the BIC e4libraries project).

    Read more from Stephen Mossop

    Related to Customer Service in Academic Libraries

    Related ebooks

    Language Arts & Discipline For You

    View More
    View More

    Related podcast episodes

    Related articles

    • Article

      Alagappa University

      Oct 10, 2019

      Prof. N. Rajendran assumed office as 10th ViceChancellor of Alagappa University on 5th June 2018 with high academic distinction. He is a scholar of repute, who has published in high Impact journals and also in Oxford University Press and Orient Longm

      4 min read

    • Article

      A British Perspective on Practice-based Architectural Research

      Jul 2, 2018

      Two conditions seem self-evident. Firstly, architectural practice is permeated with research: how else could things be so varied or be able to change so rapidly? Secondly, though, architects in Australia, Britain and elsewhere are hugely ineffective

      4 min read

    • Article

      10 Top Tips For University Or College Decision-making

      Jun 16, 2022

      THERE are many decisions to make when choosing the right college or university for you. Cameo Knight, higher education equine lecturer and access to higher education course co-ordinator at University Centre Sparsholt (UCS), gives her top tips for any

      1 min read

    • Article

      Higher Ground

      Aug 1, 2020

      India, considered a land of learning between the 1st and 8th centuries A.D., has the third-largest higher education system in the world. The country has been home to universities of repute such as Nalanda, Takshashila, Vallabhi, Vikramshila and Kanch

      3 min read

    • Article

      Campus Conundrum

      Jan 25, 2024

      Whether universities should open their campuses to visitors has been a topic of heated debate in recent months. After the outbreak of COVID-19, universities across China began strictly restricting visitor entry to ensure the health of students and st

      2 min read

    • Article

      Why Does Research Matter?

      Jul 31, 2022

      Through my experience in private practice over many years, as a national director of AILA and as a PhD candidate, I have gained insight into the organizational, practice-related and academic value of two things: lifelong learning and evidence-based r

      2 min read

    • Article

      Window To Tomorrow

      Jun 27, 2020

      Window To Tomorrow
      2 min read

    • Article

      Parallel Education Systems

      Nov 9, 2020

      Parallel Education Systems
      4 min read

    • Article

      Architect John Wardle Architects

      Sep 3, 2018

      Architect John Wardle Architects
      5 min read

    • Article

      Education

      Sep 7, 2023

      In abroad sense, education can be defined as anything that has a formative impact on the way we think, feel and act. This means that there’s an enormous number of aspects and issues that could be researched. It can be difficult to know where to start

      3 min read

    • Article

      Knowledge Ecosystem

      Jul 31, 2021

      Knowledge Ecosystem
      2 min read

    • Article

      Guruspeak

      Aug 1, 2020

      Guruspeak
      3 min read

    • Article

      School, University, And The Future

      Aug 4, 2021

      The final two years of schooling, the Sixth Form, are more than just a bridge between school and university—they are the pinnacle of the school experience and the gateway to some of the world’s top universities. No other school understands this bette

      4 min read

    • Article

      Formula For Excellence

      May 24, 2018

      The All India Institute of Medical Sciences, at its core, is a culture. Sixty years ago, the founding fathers of the institute developed a culture of excellence, in education, research, academics and patient care, which ultimately depended on its fac

      4 min read

    • Article

      Top of Mind

      Jun 18, 2019

      Top of Mind
      2 min read

    • Article

      An Engaged Education

      Jul 31, 2021

      An Engaged Education
      4 min read

    Related categories

    Reviews for Customer Service in Academic Libraries

    0 ratings

    0 ratings0 reviews

    What did you think?

    Tap to rate

    Review must be at least 10 words

      Book preview

      Customer Service in Academic Libraries - Stephen Mossop

      Enjoying the preview?
      Page 1 of 1