Assessment of Service Desk Quality at an Academic Health Sciences Library. Issue 3 (2nd July 2016)

• Record Type: Journal Article
• Authors: Blevins, Amy E.; DeBerg, Jennifer; Kiscaden, Elizabeth
• Is Part Of: Medical reference services quarterly. Volume 35:Issue 3(2016)
• Page Start: 285
• Page End: 293
• Publication Date: 2016-07-02
• Subjects: Academic health sciences libraries -- assessment -- quality of service -- service desks; Medicine -- Information services -- Periodicals; Reference services (Libraries) -- Periodicals; Medical libraries -- Reference services -- Periodicals; 025.527661
• DOI: 10.1080/02763869.2016.1189782
• Languages: English
• ISSNs: 0276-3869

Abstract

ABSTRACT: Due to an identified need for formal assessment, a small team of librarians designed and administered a survey to gauge the quality of customer service at their academic health sciences library. Though results did not drive major changes to services, several important improvements were implemented and a process was established to serve as a foundation for future use. This article details the assessment process used and lessons learned during the project.