ARL Online Lyceum announces..............
"MEASURING LIBRARY SERVICE QUALITY"
October 8 through November 16, 2001
_________________________________________
Course Description:
The course will cover 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.
A case study approach to problem solving will provide the content and
context for developing and understanding measurement techniques.
In this course you will learn:
* what measurement of service quality means;
* theoretical basis for measurement of service quality;
* practical methods for measuring service quality; and
* how to apply theory and methods in the local setting.
This Online Lyceum Collaborative Learning Event will incorporate
elements of both synchronous (real-time) and asynchronous interaction
with course facilitators and a global peer network of up to thirty
learners via a course bulletin board, chat rooms, and regular email.
Facilitators:
Danuta Nitecki, Assistant University Librarian, Yale University
Toni Olshen, Assistant University Librarian, York University
Target Audience:
This course is targeted to those interested in improving service quality
through a better understanding of
how services are used, perceived, and assessed by those who use them.
Course Dates:
This six-week course will begin Monday, October 8 and ends Friday
November 16, 2001 .
Cost:
$500 for ARL members
$550 for nonmembers
Registration Deadline: September 28, 2001
Course Information: http://www.arl.org/training/quality.html
Please note: This course will be capped at 30 participants.
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Online Lyceum 2001 Summer/Fall Course Offerings available at
http://www.arl.org/training/lyceum.html
__________________________
Dawn Kight
Program Officer for Distance Learning
Association of Research Libraries
dawn@arl.org
202.251.4436
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