ERIC Number: ED336123
Record Type: Non-Journal
Publication Date: 1991
Reference Count: N/A
Service Excellence Task Force Report.
State Univ. of New York, Buffalo. Univ. Libraries.
A task force was appointed to measure user satisfaction with library services, establish a university libraries' service excellence philosophy and policy, bring the service excellence concept to the attention of every library employee, and recommend approaches for recognizing outstanding staff service. The members of the task force--two library faculty members, two professional staff members, and three classified staff members--developed a survey to measure user satisfaction with the library services. The final report of that survey makes up the major part of this report. It includes tabulated data and barcharts for each library unit and for the university libraries as a whole, as well as discussions of problems with the survey methodology and results, suggestions for further analysis, and recommendations for strategies for future evaluations of user satisfaction. A second section of the report presents the service philosophy and service statements developed by the task force. The report concludes with recommendations for a staff recognition and incentive program, a 35-item bibliography, and some thoughts on the importance of a service excellence attitude even in times of reduced and restrictive budgets. The questionnaire for the user survey is appended. (MAB)
Publication Type: Opinion Papers; Reports - Research; Tests/Questionnaires
Education Level: N/A
Audience: Policymakers; Administrators; Practitioners
Authoring Institution: State Univ. of New York, Buffalo. Univ. Libraries.