5th Dec 2005 1 Customer care in Oxford University Libraries Finding the best practices in customer service Gemma Wright.

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Presentation transcript:

5th Dec Customer care in Oxford University Libraries Finding the best practices in customer service Gemma Wright

5th Dec “Academic libraries have a long way to go in meeting basic customer care requirements” Context Brockhurst (2005) Oxford University has many libraries, all different Most users have access to more than one library Which libraries have elements of good and bad practice?

5th Dec Objectives and Deliverables To find out what users like and dislike about current practices To find examples of best and worst practices To improve customer service A case study of the customer care requirements A customer service best practice blueprint.

5th Dec Methodology Large-scale, mainly online, questionnaire Open to all members of university, and all visitors to libraries The survey has to be well advertised to maximise response Visits to libraries with examples of best and worst practices

5th Dec Dissemination Direct communication to library heads Oxford libraries staff newsletter, Outline Reader newsletter, Reading Light Relevant JiscMail mailing lists SCONUL Focus Library + Information Update Library Success: A Best Practices Wiki ( Publish a Best Practice Blueprint online

5th Dec References ACRL (1992) Spring and diversity in the air at ACRL Conference, College and Research Libraries News, vol. 53(6), pp Brockhurst, Chris (2005) The good, the bad and the ugly, Library and Information Update, vol. 4(7-8), pp Butcher, R (1993) An overview of British Library automation at St Pancras, Program, vol. 27(3), pp Cranfield, G, Hellowell, J (1992) Use of a national library: a survey of readers in the Humanities and Social Sciences Reading Rooms of the British Library, Alexandria, vol. 4(3), pp Oxford University Student Union (2005) Libraries Survey. Available at: /academic/libraries/survey (Accessed: 20/11/05) /academic/libraries/survey Any questions?