HSLI Newsletter

Serving Illinois Health Information Professionals

Registration Open for Library Juice Academy Online Course “Evaluating Service Quality and Patron Satisfaction” (Runs Mon., Jan. 3 – Sun., Jan. 30)

(via Library Juice Academy)

Registration is now open for Library Juice Academy’s asynchronous online course “Evaluating Service Quality and Patron Satisfaction”. It will last from Monday, January 3, to Sunday, January 30. The course is worth 1.5 CEUs or 15 PDHs.

How well do your front line staff serve your clientele? Your reputation for great service is critical for growing support for your organization. This four-week, online course teaches participants about understanding, measuring, and improving service quality from the ground up. Participants from all types of libraries will benefit from articles, visual examples, hands-on exercises, online resources, and discussion. Participants will discover how to pinpoint service quality issues and how to correct typical problems.

At the end of this course, participants will be able to accomplish the following tasks.

  • define service quality and client satisfaction in libraries
  • measure service quality three different ways
  • analyze data to pinpoint service problems
  • use data to improve service quality

Required text: Peter Hernon, Ellen Altman, Robert E. Dugan. (2015). Assessing Service Quality: Satisfying the Expectations of Library Customers. 3rd edition. Chicago: ALA Editions. ISBN: 978-0-8389-1308-6 (paper). PDF, ePub and Kindle editions also available.

For more information, and to register, please go here. A full list of the upcoming courses that Library Juice Academy will offer is available here.

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