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UNIVERSITAT DE BARCELONA

U. B. U. UNIVERSITAT DE BARCELONA. B. Mireia Siles, Marga Mulet, Joana Ferrer Department of Library and Information Science. 1. Service charts: a tool for promoting and marketing university libraries. 2.

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UNIVERSITAT DE BARCELONA

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  1. U B U UNIVERSITAT DE BARCELONA B Mireia Siles, Marga Mulet, Joana Ferrer Department of Library and Information Science

  2. 1 Service charts: a tool for promoting and marketing university libraries

  3. 2

  4. Services chart: essential tool for reflecting the library’s commitment to providing quality service 3

  5. Spanish university libraries of: • Alicante • Burgos • Carlos III (Madrid) • Coruña • Jaén • Las Palmas de Gran Canaria 4

  6. 5

  7. 6 The system used for evaluation was based upon services chart structures and contents as defined by Article 4 of Royal Decree 1259/1999, regulating services charts and awards for quality within governmental departments.

  8. 7 A comparison of the various services charts makes it possible to posit a theoretical model for an ideal university library services chart that would establish the minimal set of commitments necessary for offering quality service and effectively addressing user needs.

  9. 8 Characteristics of the analyzed services charts

  10. 9

  11. 10

  12. 11

  13. 12 The ideal service chart

  14. 13 Contents General and legal nature • Make it clear • The office, committee or department responsible for creating the chart

  15. 14 Commitment to quality • Commitments made • Time frames for completing services • Further channels of communication and information • Hours and locations for user assistance • Any additional information • Quality control • Evaluation

  16. 15 Supplementary information It is very useful to include the physical locations, mailing addresses, of the offices where each of the services is made available.

  17. 16 Content presentation and ease of use It is important that the chart be easy to access. It should be hung directly from the primary web page of the library’s website.

  18. 17 Conclusions

  19. 18 User needs Commitment to quality service Service charts Tool for promoting and marketing university libraries

  20. 19 Services charts can thus be seen as marketing or promotional tools that facilitate continual improvement and focus on the user within the Spanish university library system.

  21. Dĕkuji Thank you Gràcies

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