Customer-service training in academic libraries

Arthur, Gwen

doi:10.1016/0099-1333(94)90102-3

Cited by 14 publications

(11 citation statements)

References 3 publications

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“…It was around this time that academic institutions, including libraries, became increasingly interested in customer service and Total Quality Management (TQM) issues. The introduction of TQM in academic libraries emphasized developing organizational cultures that focused on providing quality service and systems (Arthur, 1994). As a result, academic libraries began implementing a variety of customer-service training programs.…”

Section: Literature Reviewmentioning

confidence: 99%

“…(p. 219) In emphasizing that high quality customer service is an important value of the library profession, American Library Association (ALA) President Hardy Franklin introduced customer service as his theme in 1993, and ALA presented a national video teleconference on quality service in 1994 (Arthur, 1994). It has also been incorporated into the ALA Code of Ethics:…”

Section: Literature Reviewmentioning

confidence: 99%

“…Whatever methods are used, in order for customer service training to be effective, there also needs to be assessment and support for successful application of skills after the training (Arthur, 1994). According to Wilkinson and Lewis (2006), "library administrators must believe in and support training" (p.358) in order for it to be successful.…”

Section: Literature Reviewmentioning

confidence: 99%

“…As a result, academic libraries began implementing a variety of customer-service training programs. Gwen Arthur (1994) emphasizes that customer-service training is "key" to quality service. She states:…”

Section: Literature Reviewmentioning

confidence: 99%

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Rethinking customer service training: A curricular solution to a familiar problem

Epps

Kidd

Negro

et al. 2016

Journal of Access Services

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High quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working at public service points in the University of Maryland Libraries. An online course, in-person workshops and digital badges were devised. Assessment was conducted at the end of the first year, resulting in revisions to the course.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 2 more Smart Citations

Rethinking customer service training: A curricular solution to a familiar problem

Epps

Kidd

Negro

et al. 2016

Journal of Access Services

View full text Add to dashboard Cite

show abstract

“…The study also indicated that staff training could increase staff confidence in managing aggression in people with autism spectrum disorders. Arthur (1994) presented a comprehensive survey on different customer-service training for academic libraries. Galloway and Ho (1996) presented a model of service quality for measuring the efficiency of service training.…”

Section: Introductionmentioning

confidence: 99%

A study on barriers of using information technology on learning and teaching in elementary schools

Haghighia¹,

Eskandari²

2012

MSL

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In this paper, we present an empirical study to determine the effects of different barriers on using information technology for learning and teaching in elementary school students. We plan to find the most important factors preventing elementary school children on implementing different information technology facilities for their educational programs. The study selects a population of 720 women teachers who work for elementary schools and chooses a sample of 220 people for this study. A questionnaire consists of various important factors are distributed among these people and the results are analyzed using some statistical tests. The study indicates that education program itself is to blame as the most important barrier for using information technology.

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Using Second Life as a Training Tool in an Academic Library

Condic

2009

The Reference Librarian

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Training is an important factor for successful employee growth within an academic library. The purpose of this article is to scrutinize the option of using the virtual world, Second Life, as a training tool within an academic library. In doing so, various topics will be examined including training within libraries, the use of Second Life in educational settings, and Second Life as a training tool. Second Life offers unique opportunities for training but also presents a definite set of challenges, the first of which is the steep learning curve. Second Life is a virtual world that is being used with varying success as a training technique within corporate settings; however, little has been documented within a library setting. Nonetheless, libraries may find that Second Life can be an asset toward achieving their training goals.

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Customer-service training in academic libraries

Cited by 14 publications

References 3 publications

Rethinking customer service training: A curricular solution to a familiar problem

Rethinking customer service training: A curricular solution to a familiar problem

A study on barriers of using information technology on learning and teaching in elementary schools

Using Second Life as a Training Tool in an Academic Library

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