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Facet publish two new guides to developing customer-focused and sustainable libraries

Leading Libraries: How to create a service culture draws from case studies and the literature of business and social sciences to provide guidance on how to apply the values of service leadership to libraries. Authors Wyoma vanDuinkerken and Wendi Arant Kaspar use examples, exercises, and tools for development to walk readers through the steps needed to create a sustainable, service-oriented model.

This valuable resource gathers the principles and best practices of leadership, and points the way towards creating a service culture that makes every staff member a library leader and will be essential reading for information professionals and aspiring leaders seeking to understand leadership and to develop their own service-lead leadership.

Assessing Service Quality: Satisfying the expectations of library customers was first published in 1998 and received the prestigious Highsmith Library Literature Award. The third edition of this classic book is brought fully up to date as authors Peter Hernon, Ellen Altman and Robert E Dugan integrate the use of technology into the customer experience. They offer practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways. Senior librarians, library directors, and trustees will learn how to see the library as the customer does with the aid of dozens of tools to measure service quality- from mystery shoppers and benchmarking to surveys and group interviews.

The book shows how to nurture an environment of continuous improvement through effective service quality assessment and will be essential reading for senior librarians, library managers, library directors, and trustees.

Leading Libraries: How to create a service culture and
May 2015 | 192pp
Price: £49.95

Assessing Service Quality: Satisfying the expectations of library customers
May 2015 | 232pp
Price: £49.95

Both titles are published by Facet Publishing and are available from Bookpoint Ltd | Tel: +44 (0)1235 827702 | Fax: +44 (0)1235 827703 | Email: [email protected] | Web: | Mailing Address: Mail Order Dept, 39 Milton Park, Abingdon, Oxon OX14 4TD. They are available in North America from the American Library Association.

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