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Providing technology support: The never-ending story of today's library

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Publicado no:Library Computing vol. 19, no. 1/2 (2000), p. 105-117
Autor principal: Troll, Denise A
Outros Autores: Myers, Melanie D
Publicado em:
Emerald Group Publishing Limited
Assuntos:
Libraries
Statistical analysis
Technical support
Customer satisfaction
Strategic planning
Databases
Librarians
Software
Academic libraries
Library Services
Educational Technology
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Resumo:The purpose of this article is threefold. First, to introduce into journal literature a multi-year statistical analysis of the daily work required to keep the technologies found in today's academic libraries operational, and to situate this daily maintenance effort in the context of the additional responsibilities of technical staff. Second, given the volume and variety of daily maintenance work and the additional special projects and routine duties of technical staff, to present a parallel assessment of customer satisfaction with the daily maintenance effort. Data about the work and about customer satisfaction with the work are both crucial to understanding the scope of duties and staffing required to provide the hi-tech library services, collections and equipment that will meet or exceed user needs and expectations. Third, to provide examples of how these data are used to support strategic decisions and plans that will move libraries toward their goal.
ISSN:1527-1161
0278-2634
0742-5759
Fonte:ABI/INFORM Global