Quality in Library Service
A Competency-Based Staff Training Program First North American Edition (Library Science Series)

QUALITY IN LIBRARY SERVICE: A Competency-Based Staff Training Program First North American Edition (Library Science Series)

A Complete Professional Development Package:

Training Manual With Slides, Role Plays, Forms, Quizzes:

This practical staff training program for libraries is rooted in two key concepts: 1) the quality management philosophy and techniques of famed "Total Quality" expert William Edwards Deming and 2) the constant need for library staff to keep up to date with changing customer needs, new technology, and new ways to save time and costs. The program has been field tested and used effectively in many Australian libraries, and now has been thoroughly adapted for North American venues in this special edition.

Its purpose is to achieve consistent, high-quality performance at all library information service points by.

Focusing staff on agreed service expectations and client satisfaction

Providing staff with the skills and support needed to achieve and maintain identified service

standards

Identifying and addressing skills gaps

Extending the competencies of inexperienced and experienced staff

Emphasizing teamwork as an essential extension of individual competency

Integrating electronic with print resources and document delivery with inhouse resources

Obtaining staff input into policies and procedures

Encouraging lifelong learning in staff

The program involves self-paced reading; hands-on use of resources; review questions; activities; role-plays; evaluation of electronic resources; mock inquiries requiring the development of search strategies and the evaluation of resources; and small-group or individual discussion and debriefing.


Learning aids include downloadable and customizable electronic text, including trainee material, overhead/PowerPoint slides, and handouts.


Quality in Library Service is one of 12 library skills study aids published by TotalRecall Publications, Inc. Please see the back of this book for a complete listing, or visit www.totalrecallpress.com


Jennifer Burrell has served in a number of management positions during her 25 years in librarianship and is currently Manager of Library and Information Service for the City Council in Hurstville, New South Wales, Australia.


Brad McGrath is a professional librarian who currently serves as Manager of Customer Service and Order Management for James Bennett, a major library book wholesaler in New South Wales, Australia.




TABLE OF CONTENTS

The Program

Introduction


The QILS Program


Assessment


A Basic Client Service System

Trainer Manual

Unit 1: Identifying Client Needs


Role-plays 1


Unit 2: Search Strategy and Common Resources


Unit 3: Values, Policies and Procedures


Review of Units 1 - 3


Unit 4: Complex Searching


Role-plays 2


Unit 5: Assessment


Self-Assessment Form


Colleague Survey Form


Client Survey Form


Colleague and Client Feedback Simulations


Unit by Unit Assessment and Final Review


Sample Certificate


Slides

Trainee Material

Downloadable Files