{"product_id":"9781590958124","title":"Quality In Library Service","description":"\u003cb\u003eQUALITY IN LIBRARY SERVICE: A Competency-Based Staff Training Program First North American Edition (Library Science Series) \u003cli\u003eA Complete Professional Development Package: \u003c\/li\u003e\n\u003cli\u003eTraining Manual With Slides, Role Plays, Forms, Quizzes:\u003c\/li\u003e\u003c\/b\u003e\u003cp\u003eThis practical staff training program for libraries is rooted in two key concepts: 1) the quality management philosophy and techniques of famed \"Total Quality\" expert William Edwards Deming and 2) the constant need for library staff to keep up to date with changing customer needs, new technology, and new ways to save time and costs. The program has been field tested and used effectively in many Australian libraries, and now has been thoroughly adapted for North American venues in this special edition.\u003cbr\u003eIts purpose is to achieve consistent, high-quality performance at all library information service points by.\u003c\/p\u003e\u003cli\u003eFocusing staff on agreed service expectations and client satisfaction\u003c\/li\u003e\u003cli\u003eProviding staff with the skills and support needed to achieve and maintain identified service standards\u003c\/li\u003e\u003cli\u003eIdentifying and addressing skills gaps\u003c\/li\u003e\u003cli\u003eExtending the competencies of inexperienced and experienced staff\u003c\/li\u003e\u003cli\u003eEmphasizing teamwork as an essential extension of individual competency\u003c\/li\u003e\u003cli\u003eIntegrating electronic with print resources and document delivery with inhouse resources\u003c\/li\u003e\u003cli\u003eObtaining staff input into policies and procedures\u003c\/li\u003e\u003cli\u003eEncouraging lifelong learning in staff\u003c\/li\u003e\u003cp\u003eThe program involves self-paced reading; ?hands-on use of resources; ?review questions; activities; ?role-plays; ?evaluation of electronic resources; ?mock inquiries requiring the development of search strategies and the evaluation of resources; and ?small-group or individual discussion and debriefing.\u003c\/p\u003e\u003cp\u003eLearning aids include downloadable and customizable electronic text, including trainee material, overhead\/PowerPoint slides, and handouts.\u003c\/p\u003e\u003cp\u003eQuality in Library Service is one of 12 library skills study aids published by TotalRecall Publications, Inc. Please see the back of this book for a complete listing, or visit www.totalrecallpress.com\u003c\/p\u003e\u003cp\u003e\u003cb\u003eJennifer Burrell\u003c\/b\u003e has served in a number of management positions during her 25 years in librarianship and is currently Manager of Library and Information Service for the City Council in Hurstville, New South Wales, Australia.\u003c\/p\u003e\u003cp\u003e\u003cb\u003eBrad McGrath\u003c\/b\u003e is a professional librarian who currently serves as Manager of Customer Service and Order Management for James Bennett, a major library book wholesaler in New South Wales, Australia. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eTABLE OF CONTENTS\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003e\u003cli\u003eThe Program \u003c\/li\u003e\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003eIntroduction\u003c\/p\u003e\u003cp\u003eThe QILS Program\u003c\/p\u003e\u003cp\u003eAssessment\u003c\/p\u003e\u003cp\u003eA Basic Client Service System\u003c\/p\u003e\u003cp\u003e\u003cb\u003e\u003cli\u003eTrainer Manual \u003c\/li\u003e\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003eUnit 1: Identifying Client Needs\u003c\/p\u003e\u003cp\u003eRole-plays 1\u003c\/p\u003e\u003cp\u003eUnit 2: Search Strategy and Common Resources \u003c\/p\u003e\u003cp\u003eUnit 3: Values, Policies and Procedures \u003c\/p\u003e\u003cp\u003eReview of Units 1 - 3\u003c\/p\u003e\u003cp\u003eUnit 4: Complex Searching\u003c\/p\u003e\u003cp\u003eRole-plays 2 \u003c\/p\u003e\u003cp\u003eUnit 5: Assessment\u003c\/p\u003e\u003cp\u003eSelf-Assessment Form\u003c\/p\u003e\u003cp\u003eColleague Survey Form\u003c\/p\u003e\u003cp\u003eClient Survey Form\u003c\/p\u003e\u003cp\u003eColleague and Client Feedback Simulations\u003c\/p\u003e\u003cp\u003eUnit by Unit Assessment and Final Review\u003c\/p\u003e\u003cp\u003eSample Certificate\u003c\/p\u003e\u003cp\u003eSlides\u003c\/p\u003e\u003cp\u003e\u003cb\u003e\u003cli\u003eTrainee Material \u003c\/li\u003e\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003eDownloadable Files\u003cbr\u003e\u003c\/p\u003e","brand":"TotalRecall Publications","offers":[{"title":"Default Title","offer_id":47048699281648,"sku":"9781590958124","price":49.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781590958124_p0.jpg?v=1763804212","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781590958124","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}