Social and Behavioral Sciences Commons^™

Libraries And Total Quality: Making The Patron A Partner, Todd Bruns, Rendong Bai

Faculty Research & Creative Activity

Libraries began to see service competition for the first time in the 1990s, due to the Internet and Google. The necessity of being more customer-focused became apparent, and this resulted in the creation of LibQUAL+, a tool developed to quantitatively measure the quality of customer service (Saunders, 2007). While LibQUAL+ serves as a first step toward increasing quality and value for patrons, library commitment to responding to survey results is essential.

Although LibQUAL+ has been used by a wide range of libraries, this paper focuses on the use of LibQUAL+ by academic libraries, using two university libraries (Vanderbilt University and …

Getting A Good Read, Todd Bruns, Rendong Bai

Faculty Research & Creative Activity

Libraries began to see service competition for the first time in the 1990s, due to the Internet and Google. The necessity of being more customer-focused became apparent, and this resulted in the creation of LibQUAL+, a tool developed to quantitatively measure the quality of customer service (Saunders, 2007). While LibQUAL+ serves as a first step toward increasing quality and value for patrons, library commitment to responding to survey results is essential.Although LibQUAL+ has been used by a wide range of libraries, this paper focuses on the use of LibQUAL+ by academic libraries, using two university libraries (Vanderbilt University and the …

Getting A Good Read, Todd Bruns, Rendong Bai

Faculty Research & Creative Activity

Libraries began to see service competition for the first time in the 1990s, due to the Internet and Google. The necessity of being more customer-focused became apparent, and this resulted in the creation of LibQUAL+, a tool developed to quantitatively measure the quality of customer service (Saunders, 2007). While LibQUAL+ serves as a first step toward increasing quality and value for patrons, library commitment to responding to survey results is essential.

Although LibQUAL+ has been used by a wide range of libraries, this paper focuses on the use of LibQUAL+ by academic libraries, using two university libraries (Vanderbilt University and …

Getting A Good Read, Todd Bruns, Rendong Bai

Todd A. Bruns

Libraries began to see service competition for the first time in the 1990s, due to the Internet and Google. The necessity of being more customer-focused became apparent, and this resulted in the creation of LibQUAL+, a tool developed to quantitatively measure the quality of customer service (Saunders, 2007). While LibQUAL+ serves as a first step toward increasing quality and value for patrons, library commitment to responding to survey results is essential.Although LibQUAL+ has been used by a wide range of libraries, this paper focuses on the use of LibQUAL+ by academic libraries, using two university libraries (Vanderbilt University and the …

Book Review: Using Social Media In Libraries: Best Practices, Todd Bruns

Todd A. Bruns

Laura Solomon’s delightfully on-target Foreward sums up this book on libraries and social media: She quotes Avinash Kaushik (an analytics evangelist for Google), “Social media is like teen sex. Everyone wants to do it. No one really knows how.” (p. v). Solomon notes that social media is “more about building relationships than it is about promoting anything” (p. vii). This point is echoed in Walt Crawford’s Introduction, which focuses on the truth that libraries are at the heart of their local communities and that suggests that successful use of social media will strengthen those community bonds. Solomon and Crawford’s chapters …