Editor: Sarah Anne Murphy
Softcover: ISBN: 978-0-8389-1173-0, $60
Imprint: Chicago: ALA Editions, 2014
“A library’s infrastructure of programs and personnel is its most valuable asset, providing the foundation for everything it does and aspires to do, which is why assessment is so vitally important. In this collection of case studies, Murphy and her team of contributors describe how quality assessment programs have been implemented and how they are used to continuously improve service at a complete cross-section of institutions. This volume
- Looks at how a program was established within a library organization, the individual roles for staff participating in the program, and singles out which activities and projects were most successful
- Describes programs such as the Baldrige Criteria for Performance Excellence, Lean Six Sigma, and ISO 9001:2000
- Examines contexts ranging from a liberal-arts college library and key federal government libraries to libraries that serve major research universities in the United States and Canada
Summarizing specific tools for measuring service quality alongside tips for using these tools most effectively, this book helps libraries of all kinds take a programmatic approach to measuring, analyzing, and improving library services.”
Tom is originally from Brooklyn N.Y but has spent his entire professional career in South Carolina, most recently as Head of Reference Services at the College of Charleston. As part of the Against the Grain and Charleston Conference team, he serves as the associate editor of the print ATG as well as the co-editor of the webpage. Tom’s conference duties include coordinating the Penthouse Suite interviews as well as the conference poster sessions.
He received his MLS from the University of Buffalo, SUNY and a second master’s in public administration from the College of Charleston and the Univ. of South Carolina. His wife Carol and he live in downtown Charleston and she is an artist and a tour guide offering historic walking tours of the city.