Measuring Library Service Quality
ARL/OLMS Online Lyceum Course
April 25-June 3, 2005
http://www.arl.org/training/quality.html

This popular and highly relevant Online Lyceum course
covers the background and theory of measuring service
quality, methods to assess and improve service, and the
impact of measuring service quality on overall library
value to constituencies. Participating in Measuring
Library Service Quality will keep you and your staff up to
date on the newest ideas and latest ways to improve
service quality in your library. In addition, if your
library is a current or past LibQUAL+™ participant, you
can register for Measuring Library Service Quality at the
ARL member rate!

In this course you will learn:

* What measurement of service quality means
* Background and theory of measuring service quality
* Practical methods for measuring service quality
* How to apply theory and methods in the local setting

A case-study approach to problem solving provides the
content and context for developing and understanding
measurement techniques.

Target Audience
This course is designed for those interested in improving
library service quality through a better understanding of
how services are utilized, perceived, and assessed by
users

Instructors
* Danuta Nitecki, Associate University Librarian, Yale
University Library
* Toni Olshen, Business Librarian, Peter F. Bronfman
Business Library, York University

Register Now!
Register online at http://db.arl.org/training/lycreg.html
Registration Fee: $500 for ARL members/$575 for nonmembers

In addition, although most of the required readings will
be provided to you via a print coursepack, you will need
to have access to the book Assessing Service Quality:
Satisfying the Expectations of Library Customers, by Peter
Hernon and Ellen Altman (Chicago: American Library
Association Editions, 1998; ISBN 0-8389-3489-7). Please
Note: This text is available through the ARL Online
Lyceum. For more information, please contact Marianne
Seales at marianne@arl.org.

For more information about this or other ARL/OLMS Online
Lyceum courses, please visit our Web site at:
http://www.arl.org/training/lyceum.html