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Managing Integrated First-line Support in Academic Libraries,9781843347040
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Managing Integrated First-line Support in Academic Libraries

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Pub. Date:
Elsevier Science Ltd
List Price: $80.00

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This is the edition with a publication date of 9/1/2014.
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The academic library service environment is changing, higher education is becoming increasingly consumer oriented and libraries are part of the institutional response to that trend. In particular the experience of day to day interaction with library services is affected by this - student expectations have rightly increased and libraries in the U.K. and elsewhere are looking for ways of presenting their services in a joined-up student centric way. Managing Integrated First-Line Support in Academic Libraries offers answers to these challenges. The book begins by tracing the development of the student as customer, before defining support from a customer perspective. Next, it looks at the basis of an integrated first-line support service, the challenges and opportunities of staff recruitment and training, before looking at how to monitor service quality, and the use of technology in first-line support. Managing Integrated First-Line Support concludes with an eye to the future of integrated support.

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