The State Library of NC is offering 15 scholarships to NC library staff to attend this course.

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:

• 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

Jennifer Sweeney is a program evaluation consultant for libraries, other public agencies, and nonprofits, and lecturer at San Jose State University, Simmons College, and Drexel University. Dr. Sweeney developed measurement instruments for K-16 educational interventions for the University of California, Davis School of Education, and provided evaluation services for the California Center for the Book, the California Library Association, and Smith & Lehmann Consulting. Previously, she was library analyst at the UC Davis Library, reference librarian at the American University Library in Washington, DC, and business librarian with Cost Engineering Research, Inc. in Arlington, VA. Interview with Jennifer Sweeney

Course Structure

This is an online class that is taught asynchronously, meaning that participants do the work on their own time as their schedules allow. The class does not meet together at any particular times, although the instructor may set up optional sychronous chat sessions. Instruction includes readings and assignments in one-week segments. Class participation is in an online forum environment.

See the full course description.

Register now!