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  1. "Was für ein Service!" : Entwicklung und Sicherung der Auskunftsqualität von Bibliotheken (2007) 0.15 
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    Abstract
    Von der Suche über das Finden zum Wissen - Routine in wohl jeder Bibliothek. Die zielgerichtete Suche im Auftrag des Kunden bildet den roten Faden des vorliegenden Themenheftes, das ausgewählte Beiträge aus Theorie und Praxis beinhaltet. Die ersten beiden Abhandlungen setzen sich grundlegend mit dem Auskunftsdienst in Bibliotheken auseinander. Während Tom Becker (Münchner Stadtbibliothek Am Gasteig) eine Standortbestimmung der Face-to-Face-Interaktion im Auskunftsdienst vornimmt, setzt sich Ursula Georgy (Fachhochschule Köln) mit den Chancen auseinander, die der Auskunftsdienst als Bestandteil eines bibliotheksweiten Total-Quality- und Service-Quality-Ansatzes einnehmen kann. Einführend wird so verdeutlicht, dass Bibliotheken über eine hohe Informationskompetenz im Auskunftsdienst verfügen, diese aber sowohl als Serviceprodukt wie auch als Marketingobjekt ständiger Optimierung unterwerfen müssen. Im Weiteren werden Rahmenbedingungen für diese qualitativ hochwertige Dienstleistung näher betrachtet. Jutta Zimmermann (Stadtbibliothek Reutlingen) beschreibt theoretische Grundlagen und Entwicklungsschritte von Auskunftsdienstkonzepten und die praktischen Erfahrungen, die die Stadtbibliothek Reutlingen in der bisherigen Umsetzung gemacht hat. Das Auskunftsinterview als das zentrale Instrument zur Klärung des realen Informationsbedarfes des Kunden erläutert. Hermann Rösch (Fachhochschule Köln). Ziele, Verlauf, Methoden und Techniken des Auskunftsinterviews werden behandelt und ein besonderes Augenmerk gilt den Spezifika, die im digitalen Umfeld durch Auskunft per E-Mail, Webformular oder Chat bestehen. Katharina Schaal (starkewortarbeit Stuttgart) greift den Themenkomplex Stressbewältigung und Motivation im Auskunftsdienst auf und stellt - basierend auf Fallbeispielen aus dem Alltag - Handlungsanleitungen für ein gelassenes Agieren an der Infotheke vor. Vor allem digitale Ressourcen für den Auskunftsdienst stellt Frank Daniel (Stadtbibliothek Köln) in den Fokus seines Beitrags und beleuchtet die Wechselbeziehung eines sich ändernden Nutzerverhaltens mit einem komplexer und spezifischer werdenden Informationsmarkt bezogen auf den Auskunftsdienst von Bibliotheken. Qualitätsstandards im Auskunftsdienst von Bibliotheken bilden den abschließenden Themenkomplex. Ingeborg Simon (HdM Stuttgart) kommentiert und übersetzt die 'Guidelines for Behavioral Perfomances of Reference and Information Service Providers' der American Library Association und unterstreicht den Stellenwert solcher Guidelines als Instrument kontinuierlicher Qualitätsverbesserung. Der Artikel von Cornelia Vonhof (HdM Stuttgart) untersucht die Einführung von Auskunftsstandards als Change-Management-Prozess und beschreibt unter diesem Blickwinkel Möglichkeiten zum Umgang mit Widerständen, Erfolgsfaktoren in sowie Möglichkeiten der Stabilisierung von Veränderungsprozessen. Das praktische Beispiel einer qualitativen Untersuchung des Auskunftsdienstes liefert Carmen Barz (Münchner Stadtbibliothek Am Gasteig): Studierende begaben sich "inkognito" in eine Auskunftssituation, um Stärken und Schwächen dieser Dienstleistung in der Münchener Zentralbibliothek festzuhalten. In dem Artikel werden die Methode, die Ergebnisse der Studie und die daraus abgeleiteten Maßnahmen vorgestellt. Daran anknüpfend stellen Tom Becker und Hanne Riehm (beide Münchner Stadtbibliothek Am Gasteig) den Weg von eben dieser Evaluation hin zu der Definition eines Katalogs von Standards und dazugehörigen Verhaltensweisen unter aktiver Einbindung aller dortigen Mitarbeiter vor. Die erarbeiteten Qualitätsstandards und Verhaltensweisen werden anschließend aufgeführt. Die Stadtbücherei Stuttgart hinterfragt das vorhandene Servicelevel im Auskunftsdienst und entwickelt aufbauend auf vorhandenen Bausteinen eine systemweit einheitliche Auskunfts-Konzeption. Warum die stetig steigenden und sehr differenzierten Anforderungen seitens der Kunden durch klar formulierte Qualitätsstandards besser kanalisiert und bewältigt werden können, berichtet Katinka Emminger (Stadtbücherei Stuttgart).
    Date
    22. 2.2008 14:05:48
    RSWK
    Deutschland / Bibliothek / Auskunftsdienst / Qualitätsmanagement / Aufsatzsammlung
    Auskunftsdienst / Stressbewältigung (ÖVK)
    Auskunftsdienst / Qualitätsatandards / München / Stadtbibliothek (ÖVK)
    Subject
    Deutschland / Bibliothek / Auskunftsdienst / Qualitätsmanagement / Aufsatzsammlung
    Auskunftsdienst / Stressbewältigung (ÖVK)
    Auskunftsdienst / Qualitätsatandards / München / Stadtbibliothek (ÖVK)
  2. Auskunftsdienst an Öffentlichen Bibliotheken : Texte zu Theorie und Praxis (1985) 0.09 
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  3. Zum Auskunftsdienst an wissenschaftlichen Bibliotheken : eine Fortbildungsveranstaltung des Landes Baden-Württemberg, Referate - Berichte - Anregungen (1978) 0.09 
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  4. Heinrich, G.; Thauer, W.: Bibliographie und Auskunftsdienst als Lehrfach : 2 Vorträge (1975) 0.07 
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  5. Cataloguing: the new and the old (1994) 0.03 
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    Date
    17.10.1995 18:22:54
    Source
    Colorado libraries. 20(1994) no.3, S.5-29
  6. Sixth International World Wide Web Conference (1997) 0.02 
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    Date
    1. 8.1996 22:08:06
    Source
    Computer networks and ISDN systems. 29(1997) no.8, S.865-1542
  7. Visualization and graphics on the World Wide Web (1997) 0.02 
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    Date
    1. 8.1996 22:08:06
    Source
    Computer networks and ISDN systems. 29(1997) no.14, S.1555-1744
  8. Multimedia information resources (1997) 0.02 
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    Date
    31.12.1998 22:05:21
    Footnote
    Rez. in: Australian academic and research libraries 29(1998) no.1, S.68 (B. Collins)
  9. Wissen in Aktion : Wege des Knowledge Managements, 22. Online-Tagung der DGI 2000 / Frankfurt am Main, 2. bis 4. Mai 2000: Proceedings (2000) 0.02 
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    Date
    2.10.2006 12:29:24
  10. Matthews, J.R.; Parker, M.R.: Microcomputer-based automated library systems : new series (1993) 0.02 
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    Date
    30.11.1995 20:53:22
    Source
    Library technology reports. 29(1993), no.2
  11. Matthews, J.R.; Parker, M.R.: Microcomputer-based automated library systems : new series (1993) 0.02 
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    Date
    30.11.1995 20:53:22
    Source
    Library technology reports. 29(1993), no.3
  12. Information, eine dritte Wirklichkeitsart neben Materie und Geist (1995) 0.02 
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    Date
    29. 7.2001 10:22:25
  13. Seminario FRBR : Functional Requirements for Bibliographic Records: reguisiti funzionali per record bibliografici, Florence, 27-28 January 2000, Proceedings (2000) 0.02 
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    Date
    29. 8.2005 12:54:22
  14. Computersicherheit und das Internet (1999) 0.01 
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    31.12.1996 19:29:41
    22. 2.1999 12:27:31
  15. ELINOR : Electronic Library Project (1998) 0.01 
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    31. 7.1998 19:29:21
    Series
    British Library Research and Innovation Centre (BLRIC) report; 22
  16. Dokumente und Datenbanken in elektronischen Netzen : Tagungsberichte vom 6. und 7. Österreichischen Online-Informationstreffen bzw. vom 7. und 8. Österreichischen Dokumentartag, Schloß Seggau, Seggauberg bei Leibnitz, 26.-29. September 1995, Congresszentrum Igls bei Innsbruck, 21.-24. Oktober 1997 (2000) 0.01 
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    22. 7.2000 16:34:40
  17. Hypertext and information retrieval : [Themenheft] (1993) 0.01 
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    Information processing and management. 29(1993), no.3
  18. Panzer, M.: Dewey: how to make it work for you (2013) 0.01 
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    Knowledge quest. 42(2013) no.2, S.22-29
  19. Serial cataloguing : modern perspectives and international developments (1992) 0.01 
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    Serials librarian. 22(1992), nos.3/4
  20. Advances in librarianship (1998) 0.01 
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    Issue
    Vol.22.
    Signature
    78 BAHH 1089-22

Authors

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