Measuring Library Service Quality, February 24-April 4

ARL/OLMS Online Lyceum lyceum at
Mon Feb 3 12:20:13 EST 2003

ARL/OLMS Online Lyceum Course
February 24-April 4, 2003

The Association of Research Libraries is pleased to offer the Online
Lyceum course "Measuring Library Service Quality." This course covers
the background and theory of measuring service quality, methods to
assess and improve service, and the impact of measuring service quality
on overall library value to constituencies. A case-study approach to
problem solving provides the content and context for developing and
understanding measurement techniques.

In this course you will learn:

* What measurement of service quality means
* Background and theory of measuring service quality
* Practical methods for measuring service quality
* How to apply theory and methods in the local setting

Target Audience
This course is designed for those interested in improving library
service quality through a better understanding of how services are
utilized, perceived, and assessed by users

* Danuta Nitecki, Associate University Librarian, Yale University Library
* Toni Olshen, Associate University Librarian, York University

$500 for ARL members/LibQUAL+ participants
$550 for nonmembers

In addition, although most of the required readings will be provided to
you via a print coursepack, you will need to purchase the book Assessing
Service Quality: Satisfying the Expectations of Library Customers, by
Peter Hernon and Ellen Altman (Chicago: American Library Association
Editions, 1998; ISBN 0-8389-3489-7). It is available at the ALA Online
Store ( for $40 ($36 ALA member price).

Registration Deadline
Friday, February 14, 2003

For detailed course information, visit:
<>. If you have any questions,
please contact the ARL/OLMS Online Lyceum at <lyceum at> or by
phone: 202-296-8656.

Karen A. Wetzel
Program Officer for Distance Learning
Association of Research Libraries
21 Dupont Circle, Suite 800
Washington, DC 20036
Tel.: 202-296-8656
Fax: 202-872-0884
karen at

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