ARL/OLMS Online Course: Measuring Library Service Quality (Oct. 12-Nov. 19, 2004)

[ARL/OLMS Online Lyceum]

Measuring Library Service Quality
ARL/OLMS Online Lyceum Course
October 12-November 19, 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. Participating in Measuring 
Library Service Quality will keep you and 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