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Rodriguez, Juan Carlos; Meyer, Kristin; Merry, Brian – portal: Libraries and the Academy, 2017
Library public services staff have primarily focused on providing services through interactions with their users. Although service quality and customer satisfaction are important in the delivery of these services, the emphasis and nature of the work have often been influenced by a library-centric philosophy rather than a user-centric philosophy.…
Descriptors: Library Services, Academic Libraries, State Universities, Administrative Organization
Peer reviewed
Sirkin, Arlene Farber – Journal of Library Administration, 1993
Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…
Descriptors: Administrative Principles, Library Administration, Library Services, Organizational Theories
Bolt, Nancy – American Libraries, 2000
Describes the role of librarians at National Public Radio, emphasizing the immediacy and accuracy needed at this special library. Discusses journalism, reference materials, clipping files, customer satisfaction, preservation concerns, and funding. (LRW)
Descriptors: Journalism, Librarians, Library Funding, Library Materials
Swanson, Dewey A.; Phillips, Julie A. – 1998
At the Purdue University School of Technology (PST) at Columbus, Indiana, the Total Quality Management (TQM) philosophy was used in the computer laboratories to better meet student needs. A customer satisfaction survey was conducted to gather data on lab facilities, lab assistants, and hardware/software; other sections of the survey included…
Descriptors: Computer Centers, Computer Uses in Education, Evaluation Methods, Higher Education
Rux, Paul – Book Report, 1993
Discussion of the application of TQM (Total Quality Management) to libraries addresses planning based on customer needs and use of the scientific method to evaluate customer satisfaction. A TQM experiment at Marquette Middle School (Wisconsin) is examined, and ways that TQM was used to meet the needs of homeless students are described. (MES)
Descriptors: Administrative Principles, Educational Administration, Homeless People, Junior High Schools
Peer reviewed
Millar, Carol – Technical Communication: Journal of the Society for Technical Communication, 1998
Contends information traditionally found in manuals should be integrated into the product itself, and the amount of information required can be reduced and made available when needed. Suggests strategies to increase customer satisfaction and to lower support costs. States that technical communicators can focus on the needs and skills of the users.…
Descriptors: Guides, Merchandise Information, Technical Writing, User Needs (Information)
Krishnamurthy, Janaki – ProQuest LLC, 2010
Given the increasing competition in the software industry and the critical consequences of software errors, it has become important for companies to achieve high levels of software quality. While cost reduction and timeliness of projects continue to be important measures, software companies are placing increasing attention on identifying the user…
Descriptors: Program Evaluation, Opinions, Privacy, Prediction
Sass, Rivkah K. – Library Journal, 2002
Discusses the need for libraries to market the value of their services. Highlights include customer satisfaction surveys; competition with other information providers; borrowing ideas from the private sector; focusing on marketing electronic resources; targeting younger users; the importance of personal service; and having a budget for…
Descriptors: Budgets, Competition, Library Expenditures, Library Services
Tuck, Kathy D. – 1995
The District of Columbia public schools sought to obtain an index of "customer satisfaction" from its parents through a study designed to examine their perceptions of their children's schools and school experiences. A survey was developed and pilot tested to ensure content validity and reliability. The survey focused on five areas: (1)…
Descriptors: Academic Achievement, Content Validity, Educational Environment, Elementary Secondary Education
Peacock, Darren – 2002
This paper explores some of the ways in which the National Museum of Australia is using Web analysis tools to shape its future directions in the delivery of online services. In particular, it explores the potential of quantitative analysis, based on Web server log data, to convert these ephemeral traces of user experience into a strategic…
Descriptors: Evaluation Methods, Foreign Countries, Information Seeking, Models
Hunt, Stephen E.; Craig, Judy A. – 1999
This annual report begins with an executive summary that presents highlights of FY (fiscal year) 1998 accomplishments of the National Library of Education (NLE) related to the ED (Education Department) Reference Center, ERIC, ED Web, USNEI (U.S. Network for Education Information), NEN (National Education Network), and marketing research and…
Descriptors: Access to Information, Annual Reports, Education, Federal Government
Office of Inspector General (DOL), Washington, DC. – 2001
The Employment and Training Administration's (ETA's) development and implementation of America's Career Kit (ACK), which is an online career development resource for individuals needing job search assistance, career guidance, salary data, and training and educational resources, was evaluated. The evaluation was designed to determine whether ACK…
Descriptors: Career Development, Career Education, Career Guidance, Career Information Systems
Peer reviewed
Michael, Steve O. – Educational Technology Research and Development, 1997
Explains why marketing is so crucial in a competitive environment. Focuses on how marketing can be used to determine the needs to be met, the manner that services are to be delivered, and how to ensure that customers' or clients' satisfactions are realized. Concludes with recommendations for distance education. (AEF)
Descriptors: Competition, Distance Education, Educational Development, Educational Planning
Trevitt, Chris – 1995
This paper addresses criteria in the design and development of computer-based courseware. The term "interactive multimedia" describes both the technology and the demands placed on the user. It implies that the user becomes actively engaged with the subject, thereby improving the likelihood that net learning takes place. However, nothing…
Descriptors: Computer Assisted Instruction, Computer Software Evaluation, Courseware, Educational Finance
St. Clair, Guy – 1997
Information services managers have a responsibility to provide the best information delivery possible. The basic principles of total quality management can be used by information professionals to help justify library funding through the creation of an environment where customer-patron satisfaction is paramount. This book reveals how to apply the…
Descriptors: Administrator Role, Benchmarking, Improvement Programs, Information Services