Measuring Library Service Quality Online Course (July 5-August 13,
2004)
ARL/OLMS Online Lyceum
lyceum at arl.org
Tue Jun 15 20:03:47 EDT 2004
Measuring Library Service Quality
ARL/OLMS Online Lyceum Course
July 5-August 13, 2004
http://www.arl.org/training/quality.html
This popular and highly relevant Online Lyceum 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. The learning environment has
been significantly enhanced and the content updated to keep the course
current with new developments in the exciting field of measuring library
service quality. Participating in Measuring Library Service Quality will
keep your staff up to date on the newest ideas and latest ways to
improve service quality in your library. In addition, if your library is
a current or past LibQUAL+™ participant, you can register for Measuring
Library Service Quality at the ARL member rate!
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
A case-study approach to problem solving provides the content and
context for developing and understanding measurement techniques.
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
Instructors
* Danuta Nitecki, Associate University Librarian, Yale University Library
* Toni Olshen, Associate University Librarian, York University
Register Now!
Register online at http://db.arl.org/training/lycreg.html
Registration Fee: $500 for ARL members/$550 for nonmembers
In addition, although most of the required readings will be provided to
you via a print coursepack, you will need to have access to 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). (Please Note: This text
is no longer available through ALA. ARL has negotiated with ALA Editions
so that the ARL Online Lyceum will be able to provide you with this text
at cost [$45]. For more information, please contact Karen Wetzel,
Program Officer for Distance Learning, at karen at arl.org.)
For more information about this or other ARL/OLMS Online Lyceum courses,
please visit our Web site at: http://www.arl.org/training/lyceum.html or
contact Karen A. Wetzel, ARL Program Officer for Distance Learning by
phone at 202-296-8656 or via e-mail at karen at arl.org.
--
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 arl.org
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