Evaluating Service Quality and Patron Satisfaction

$175.00

Dates: January 4 - January 31

Credits: 1.5 CEUs or 15 PDHs

How well do your front line staff serve your clientele? Your reputation for great service is critical for growing support for your organization. This four-week, online course teaches participants about understanding, measuring, and improving service quality from the ground up. Participants from all types of libraries will benefit from articles, visual examples, hands-on exercises, online resources, and discussion. Participants will discover how to pinpoint service quality issues and how to correct typical problems.

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Course Information

Session

Credits

1.5 CEUs or 15 PDHs

Registration dates

We accept registrations through the first week of classes, unless enrollment is full, and unless the class was canceled before it started due to low enrollment.

Course Description

How well do your front line staff serve your clientele? Your reputation for great service is critical for growing support for your organization. This four-week, online course teaches participants about understanding, measuring, and improving service quality from the ground up. Participants from all types of libraries will benefit from articles, visual examples, hands-on exercises, online resources, and discussion. Participants will discover how to pinpoint service quality issues and how to correct typical problems.

At the end of this course, participants will be able to:

  • Define service quality and client satisfaction in libraries
  • Measure service quality three different ways
  • Analyze data to pinpoint service problems
  • Use data to improve service quality

Required text: Peter Hernon, Ellen Altman, Robert E. Dugan. (2015). Assessing Service Quality: Satisfying the Expectations of LIbrary Customers. 3rd edition. Chicago: ALA Editions. ISBN: 978-0-8389-1308-6 (paper). PDF, ePub and Kindle editions also available.

Jennifer Sweeney

Jennifer SweeneyJennifer Sweeney is a program evaluation consultant for libraries, other public agencies, and nonprofits, and lecturer at San Jose State University, Simmons College, and Drexel University. Dr. Sweeney developed measurement instruments for K-16 educational interventions for the University of California, Davis School of Education, and provided evaluation services for the California Center for the Book, the California Library Association, and Smith & Lehmann Consulting. Previously, she was library analyst at the UC Davis Library, reference librarian at the American University Library in Washington, DC, and business librarian with Cost Engineering Research, Inc. in Arlington, VA.

How to Register

To enroll yourself or other participants in a class, use the “Register” button that follows the description of each course. If the “Register” button does not show up, try loading the page in a different web browser. Contact us if you have technical difficulties using our shopping cart system or would like to pay for an enrollment using another method. On the payment page in the shopping cart system, there is a place to add notes, such as the names and email addresses of participants you wish to enroll. We will contact you to request this information in response to your processed payment if you do not include it in the “notes” field. Prior to the start of the workshop, we will send participants their login instructions.

Payment Info

Our shopping cart system allows you to pay with a credit card, with PayPal, or to indicate that you'll be sending a check.

Alternatively, if it is an institutional payment, we can arrange to invoice you. Contact us by email, and we can make arrangements to suit your institution's business processes.

Special Session

Please contact us to arrange a special session of this class for a group of seven or more, with a negotiable discount, or to be notified when it is next scheduled.

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