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Because of technology, the old measures of service quality no longer apply. If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways, including:

Distance education Use of library Web sites Partnerships and consortia for electronic collections Ways to effectively embrace change for continuous improvement

Senior librarians, library directors, and trustees will learn how to see the library as the customer does with the aid of dozens of tools to measure service quality--from mystery shoppers and benchmarking to surveys and group interviews.

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Library Journal Review

As libraries continue to transform owing to technological advances, declining resources, and changes in the ways people access information, it is essential that library managers and administrators implement better ways of measuring and improving customer service. Coauthors Hernon and Ellen Altman, who collaborated on the second edition of this work, are joined by Robert E. Dugan (Managing with Data). Here they examine the latest trends in librarianship and in providing fresh ways of obtaining and evaluating service quality, arguing that the old means of assessment (inputs, outputs, and outcomes) no longer apply, and recommend an approach that strongly emphasizes listening to customers through methods such as surveys, focus groups, and social networking. Furthermore, they provide ways in which to interpret the findings to improve customer service. The text is supplemented with numerous charts, graphs, and sample surveys. Librarians are encouraged to choose among the procedures and examples that best address their specific needs. Since customers are the reason libraries exist, a strong customer service strategy linked to the library's mission statement and vision is a must for any library. This book will help libraries to achieve that purpose. VERDICT Recommended for library managers, administrators, and MLIS students. A valuable addition to the professional collection of an academic or public library.-Dave Pugl, Ela Area P.L., Lake Zurich, IL © Copyright 2015. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.