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Direct linkAndrews, Judith; Eade, Eleanor – New Review of Academic Librarianship, 2013
Birmingham City University's Library and Learning Resources' strategic aim is to improve student satisfaction. A key element is the achievement of the Customer Excellence Standard. An important component of the standard is the mapping of services to improve quality. Library and Learning Resources has developed a methodology to map these…
Descriptors: Academic Libraries, Library Research, Library Services, User Satisfaction (Information)
Pernat, Marie – Australian Academic & Research Libraries, 2004
During 2003, Monash University Library conducted a comprehensive quality review as part of the university's program of reviews. A quality management group was established in September 2002 to drive the process. All staff were given the opportunity to contribute input to the initial self-review. Methods of collecting data, collating responses and…
Descriptors: Best Practices, Educational Quality, Quality Assurance, Library Administration
Truelson, Judith A. – Australian Academic & Research Libraries, 2004
This paper presents guidelines for establishing a QuestionPoint collaborative virtual reference partnership between academic libraries in Australia/New Zealand and the US. These guidelines reflect the practices of the state-of-the-art collaborative QuestionPoint partnership, "AskASERL" as well as the unofficial standards and guidelines…
Descriptors: Partnerships in Education, Academic Libraries, Guidelines, Foreign Countries
