Internal customer service assessment of cataloging, acquisitions, and library systems

Author: Mugridge Rebecca   Poehlmann Nancy M.  

Publisher: Emerald Group Publishing Ltd

ISSN: 1065-075X

Source: OCLC Systems & Services, Vol.31, Iss.4, 2015-11, pp. : 219-248

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Abstract

<title content-type="abstract-heading">Purpose</title>– The purpose of this paper is to demonstrate that an internal customer service survey approach to assessment delivers many benefits to technical services and library systems units. Findings from such a survey provide the evidence needed to implement process improvements, conduct strategic planning and more. The survey used in this case study can be adapted by other libraries or library units to conduct assessment, gauge customer satisfaction and identify areas for process improvements.<title content-type="abstract-heading">Design/methodology/approach</title>– The Technical Services and Library Systems Division of the University at Albany Libraries conducted an internal customer service survey to gauge customer satisfaction with its services.<title content-type="abstract-heading">Findings</title>– Survey results demonstrated that customer surveys are a valuable assessment tool and can be used as an evidence-based approach to library management. Technical services and library systems units should use this tool to identify whether customers are satisfied with the services provided, whether the services are still needed, whether additional services are needed and more.<title content-type="abstract-heading">Practical implications</title>– This paper provides an approach to conducting a customer service survey, an analysis of potential benefits and a survey instrument that others could adapt to use in their own libraries. The survey instrument can be used not only for assessment of technical services and library systems, but by other functional units in all types of libraries.<title content-type="abstract-heading">Originality/value</title>– This paper and approach is original research; there are no other papers on this topic in the library and information science literature.