Running with the Red Queen

Hirshon, Arnold

doi:10.1108/s0065-2830(1996)0000020003

Cited by 4 publications

(1 citation statement)

References 19 publications

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“…The primary reason for publishing service philosophy statements is to communicate to the user the institutional commitment to provide quality service. As Hirshon (1996) noted, "… it is important to establish a shared benchmark Moffett & Weare: Service Philosophy Statements in Academic Libraries 14 for the library staff and the customers to judge what constitutes quality service. To do this, the library must clearly articulate and publicize its service standards" (p. 7).…”

Section: Formmentioning

confidence: 99%

Service Philosophy Statements in Academic Libraries: A Qualitative Content Analysis

Moffett

Weare²

2018

Public Services Quarterly

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Some academic libraries use service philosophy statements to strengthen the quality of their service culture. A service philosophy statement communicates directly to users what they can-and should-expect from the library. This article describes a study in which the authors applied qualitative content analysis to service philosophy statements. The objective was to examine the form and content of these statements and identify themes, trends, and ideas in order to determine how and what they communicate about a library's commitment to service.The results of the study found that statements in the sample varied significantly in strength and purpose.

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Section: Formmentioning

confidence: 99%

Service Philosophy Statements in Academic Libraries: A Qualitative Content Analysis

Moffett

Weare²

2018

Public Services Quarterly

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Communicating resource needs for successful library services

Hughes

Rockman²,

Wilson³

2000

The Bottom Line

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Library professionals spend much of their budgeting time focused inward, allocating scarce resources among worthy competing priorities. Considerable time and skill is focused on the acquisition of the best print and electronic resources and in planning for computing infrastructure. And librarians are generous in sharing with others best practices for making budgetary decisions through articles in the library literature. However, less attention has been given in the literature on advice for those who wish to increase budgets for the services and programmatic offerings that are equally important for library clientele. This article attempts to address that gap. Summarizes the sage advice given in a presentation to a gathering of academic librarians during the June 1999 ALA to those who would better understand the budget process at research universities. Although the advice pertains primarily to budgeting practice in the USA, there are several nuggets of wisdom applicable in any situation.

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Getting our priorities in order: are our service values in line with the communities we serve?

Duffy

Jaggars

Smith

2008

Performance Measurement and Metrics

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Purpose-LibQUALþw allows users to rate their minimum, perceived, and desired levels of service for 22 items in three dimensions: information control, library as place, and service affect. Using the results from the 2005 survey at the University of Texas at Austin, this paper aims to examine how well the service priorities of library staff are aligned with the priorities of undergraduates, graduate students, and faculty. Design/methodology/approach-The paper has re-scaled the "desired" score for each item to reflect the degree to which the item is above or below the average desired level for that individual. The rescaled scores (termed "priority" scores) for the 22 items were then compared between the four groups using a multivariate analysis of variance (MANOVA). Findings-Preliminary results indicate that service priorities for library staff align more closely with those of undergraduates than with those of graduate students and faculty. Practical implications-This analysis is a first step in identifying service priority gaps between library staff and the users they serve. The intention is to promote discussion among library staff about users' needs and how closely staff service priorities align with those needs. In addition, the findings may prove useful as management information by allowing the analysis of users' service priorities and integrating the results of this analysis into organizational decision making and planning processes. Originality/value-This paper describes a development of LibQUALþw that enables a greater depth of understanding of service priorities.

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Running with the Red Queen

Cited by 4 publications

References 19 publications

Service Philosophy Statements in Academic Libraries: A Qualitative Content Analysis

Service Philosophy Statements in Academic Libraries: A Qualitative Content Analysis

Communicating resource needs for successful library services

Getting our priorities in order: are our service values in line with the communities we serve?

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