The Quality Library
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Assessing Service Quality
Author: Peter Hernon
language: en
Publisher: American Library Association
Release Date: 2015-05-12
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 servicesExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwinedIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfactionEncourage libraries to take action by presenting concrete steps they can take to become more customer-centricOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groupsThis book shows how to nurture an environment of continuous improvement through effective service quality assessment.
The Verdict Geometric Quality Library
Verdict is a collection of subroutines for evaluating the geometric qualities of triangles, quadrilaterals, tetrahedra, and hexahedra using a variety of metrics. A metric is a real number assigned to one of these shapes depending on its particular vertex coordinates. These metrics are used to evaluate the input to finite element, finite volume, boundary element, and other types of solvers that approximate the solution to partial differential equations defined over regions of space. The geometric qualities of these regions is usually strongly tied to the accuracy these solvers are able to obtain in their approximations. The subroutines are written in C++ and have a simple C interface. Each metric may be evaluated individually or in combination. When multiple metrics are evaluated at once, they share common calculations to lower the cost of the evaluation.
Library Collaborations and Community Partnerships
Library Collaborations and Community Partnerships illustrates the value of libraries and their resources through an array of alliances to improve health and enhance people's lives. It is unique in its illustration of key principles of collaboration, partner engagement, shared leadership, project development and outcomes measurement, as well as the challenges inherent in collaborations among diverse partners. The book includes collaboration exemplars focused on education, health, information literacy and capacity building for populations that experience access and resource disparities. It highlights the innovative use of existing assets, environments and diverse professions to broaden access to resources and information to those in need. The strategies, challenges, outcomes and lessons learned that are described in the volume have application for a variety of settings and populations. Highlighting the key role that libraries play in guiding successful interprofessional collaborations with communities, Library Collaborations and Community Partnerships should be of interest to academics, students and professionals engaged in library and information science, education, health care, social services and community organizations.