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Planning and policy making.

Corrall, Sheila (2002) Planning and policy making. In: Building a successful customer-service culture: A guide for library and information managers. Facet Publishing, London, 27 - 52. ISBN 9781856044493

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Abstract

Discusses the concepts and processes of policy development and strategic management from environmental appraisal to strategy documentation, and shows how library and information service managers can manage customer service strategically by putting customer focus into their policy and planning systems. Uses contemporary examples from university, public and national libraries in the UK, US, and other countries to identify and illustrate principles and practices that are applicable to all types of library and information services. Covers stakeholder mapping, customer surveys, and SWOT analysis; mission, values, vision, and goal statements; supporting strategies, performance indicators, and service budgets; and communication of plans to stakeholders.

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Details

Item Type: Book Section
Status: Published
Creators/Authors:
CreatorsEmailPitt UsernameORCID
Corrall, Sheilascorrall@pitt.eduscorrall0000-0001-5591-6524
Date: 2002
Date Type: Publication
Access Restriction: No restriction; Release the ETD for access worldwide immediately.
Publisher: Facet Publishing
Place of Publication: London
Page Range: 27 - 52
Institution: University of Pittsburgh
Schools and Programs: School of Information Sciences > Library and Information Science
Refereed: Yes
Uncontrolled Keywords: Environmental, appraisal, Mission, statements, Service, values, Stakeholder, analysis, Strategic, plans.
ISBN: 9781856044493
Title of Book: Building a successful customer-service culture: A guide for library and information managers
Editors:
EditorsEmailPitt UsernameORCID
Melling, MaxineUNSPECIFIEDUNSPECIFIEDUNSPECIFIED
Little, JoyceUNSPECIFIEDUNSPECIFIEDUNSPECIFIED
Official URL: http://www.facetpublishing.co.uk/title.php?id=0444...
Date Deposited: 12 May 2015 19:24
Last Modified: 21 Aug 2024 18:52
URI: http://d-scholarship.pitt.edu/id/eprint/25160

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