Course Information
Session |
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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. |
$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.
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. |
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:
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 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.
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