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. |
Evaluating Service Quality and Patron Satisfaction
$200.00
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.
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 Sweeney is a management planning and evaluation consultant for libraries, government agencies, and non-profit organizations, and a lecturer at the Information School, San Jose State University. With a background of 18 years as a professional librarian, she has logged over 20 years of evaluation research in library program planning, process analysis, strategic and facilities planning, environmental action, diversity, literacy, and human services support. Dr. Sweeney’s research has included numerous studies on library program impact and quality, and educational program outcomes for minority and disadvantaged populations. She was the 2010 recipient of the American Library Association Diversity Research Grant, awarded to support a national study of library services to juveniles in detention. Her book, Literacy: A Way Out for At-Risk Youth (Libraries Unlimited, 2011) explores the challenges facing libraries serving juveniles in detention. Dr. Sweeney earned her MSLS at Catholic University and her PhD in Information Studies at UCLA. She is a trained facilitator in ToP (Technology of Participation) and the Leadership Challenge methods.
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 or with PayPal.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.
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