Managing Integrated First-Line Support in Academic Libraries

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Managing Integrated First-Line Support in Academic Libraries

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Description

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.

Readership

Librarians, managers of student facing services and students of LIS.

Table of Contents

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.

Details

No. of pages:
200
Language:
English
Copyright:
© 2020
Imprint:
Chandos Publishing
Electronic ISBN:
9781780633701
Print ISBN:
9781843347040

About the authors

Mike Berrington

Mike Berrington is Deputy University Librarian (Customer Services) at Nottingham Trent University, UK. Mike is a post-graduate qualified librarian with more than 20 years’ experience in academic libraries.

Julie Partridge

Julie Partridge is Customer Services Manager in the library at Nottingham Trent University with responsibility for first-line library services. Julie is a post-graduate qualified librarian and has worked in academic libraries for over fourteen years, all of which have been within first-line enquiry and support teams.