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Rowley, J.: ¬The changing face of current awareness services (1998)
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- Abstract
- Presents a state of the art review of current awareness services in 1997 noting: the components of typical current awareness services; the range and types of databases that may be scanned during searches; and the role of feedback and document delivery mechanisms. Includes a checklist of criteria which may be used to evaluate current awreness services, including: database coverage; timeliness and currency; cost; and mechansims for creating and maintaining user SDI profiles. Discusses the main types of current awareness services: contents page services; abstracting and indexing services; and integrated online products (such as Engineering Index's Engineering Village), including SDI. Considers the concept of currency and remarks on the tendency for current awareness services to be products of a producer led rather than a user led culture
- Date
- 9. 2.1997 18:44:22
22. 2.1999 17:48:45
- Source
- Journal of librarianship and information science. 30(1998) no.3, S.177-183
- Type
- a
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Rowley, J.: Managing quality in information services (1996)
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- Abstract
- Explores some of the issues associated with the implementation of total quality management (TQM) in the service environment as they might apply to information services. In implementing TQM it is necessary to establish some basic definitions. SERVQUAL is an instrument which has been widely tested as a means of measuring service quality. Reviews briefly the literature concerned with measuring service quality as a forum in which to explore the concept of service quality
- Source
- Information services and use. 16(1996) no.1, S.51-61
- Type
- a
-
Rowley, J.: Knowing your customers (1997)
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- Abstract
- Examines some of the key concepts concerned with customers and consumer buying behaviour. Explores the concept of customer for library and information services, and notes the roles of users, influencers and deciders. Many library and information services deal with 'internal' customers. In order to offer an effective service to customers, it is important to identify the benefits sought by different groups or segments, and to understand the consumer decision making process which is important in determining 'purchase' bahaviour and the use of the service
- Type
- a
