Document (#36584)

Author

Becker, T.

Title

Kollegiales Feedback im Auskunftsdienst : Qualitätsstandards als Instrument der kooperativen Qualitätssicherung

Source

Bibliothek: Forschung und Praxis. 33(2009) H.3, S.346-358

Year

2009

Abstract

Seit vielen Jahren sind Entwicklung und Sicherung der Auskunftsqualität Thema in der Münchner Stadtbibliothek Am Gasteig. Mit Hilfe der Methode der prozessorientierten partizipativen Evaluation wurde die Qualität der Dienstleistung 'Auskunft' untersucht. Im Mittelpunkt dieses kontinuierlichen Verbesserungsprozesses standen und stehen dabei die Optimierung von Auskunftsinterviewkompetenz und das Arbeiten an und mit Qualitätsstandards für den Auskunftsdienst. Das aus einem Methodenmix neu zusammengestellte Instrument "Kollegiales Feedback" ermöglicht hier über ein institutionalisiertes Ansprechen des Agierens im Face-to-Face Kontakt mit den Kunden neue Möglichkeiten der nachhaltigen Qualitätssicherung.

Theme

Informationsdienstleistungen

Location

D
München

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