Managing Integrated First-Line Support in Academic LibrariesBy
- Mike Berrington
- Julie Partridge
The academic library service environment is changing, higher education is becoming increasingly consumer-oriented and libraries are part of the institutional response to that trend. In particular, the experience of day-to-day interaction with library services is affected by this - student expectations have rightly increased and libraries in the U.K. and elsewhere are looking for ways of presenting their services in a joined-up student centric way. Managing Integrated First-Line Support in Academic Libraries offers answers to these challenges. The book begins by tracing the development of the student as customer, before defining support from a customer perspective. Next, it looks at the basis of an integrated first-line support service, the challenges and opportunities of staff recruitment and training, before looking at how to monitor service quality, and the use of technology in first-line support. Managing Integrated First-Line Support concludes with an eye to the future of integrated support.
Librarians, managers of student facing services and students of LIS.
Paperback, 200 Pages
Published: June 2014
Imprint: Chandos Publishing
- The development of the student as customer; Defining support from the perspective of the customer - surveys, feedback, customer journey mapping etc; The basis of an integrated first-line support service - library, IT, eLearning, study skills; Staff recruitment, development and training - challenges and opportunities; Monitoring service quality - service standards and KPIs; The use of technology - roving support, enquiry tracking and escalation; Liaison and relationship management with second-line support teams; Case studies from the U.K. and Australia; The future of integrated support.