Document (#10082)

Author

Sjolander, E.
Sjolander, R.

Title

¬A strategic analysis of the delivery of service in two library reference departments

Source

College and research libraries. 56(1995) no.1, S.60-70

Year

1995

Abstract

Reports a comparative study of the reference services in 2 Florida university libraries: Florida State University; and West Floridy University; using the framework of a 5 task model for strategic management in organizations. The libraries serve different kinds of user populations; one serves doctoral level programmes; while the other serves only bachelor's and master's level programmes. They have similar missions, policies, and scopes of operation. Each department has a clear concept of the implementation of goal oriented programmes and explicit measurement of service quality is found in both cases. Service quality is more difficult to measure and no specific measures of service quality were found in either department

Theme

Informationsdienstleistungen

Location

USA

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