Magazine article Information Outlook

Learning the Skills Needed to Assess and Benchmark. (Strategic Learning Outlook)

Magazine article Information Outlook

Learning the Skills Needed to Assess and Benchmark. (Strategic Learning Outlook)

Article excerpt

Written in collaboration with ARL, FLICC and SLA

In today's economic conditions, garnering and brokering information has become a valuable skill. The true value of information is undeniable. Understanding and implementing measurement and communication strategies will continue to be critical to the success of information professionals in all organizations. You must be capable of managing information and understanding how to measure its value within your organization.

To help shorten the learning curve, we are pleased to introduce the Library Assessment and Benchmarking Institute (LAB 2002) in Monterey, California, USA, from September 13-17, 2002. The institute, presented in partnership with SLA (Special Libraries Association), Federal Library and Information Center Committee (FLICC) and ARL (Association for Research Libraries), will provide you with practical strategies for measuring and communicating the value of information.

A. Parasuraman, professor and holder of the James W McLamore Chair in Marketing at the University of Miami, will discuss the application of user-centered models for assessing service quality, such as SERVQUAL, TRI (Technology Readiness Index), and e-SQ (Electronic Service Quality). Grounded in the Gap Theory of Service Quality, the SERVQUAL survey instrument was developed for the for-profit sector in the 1980's by the marketing research group of Parasuraman, Zeithaml and Berry. The TRI is an instrument developed to help companies gain an in-depth understanding of the readiness of their customers to embrace and interact with technology.

The conversation on day two will focus on the ARL LibQUAL + [TM] project, a large-scale, online user-based assessment of multiple methods of listening to clients. It is the only total market survey tool developed for libraries. Colleen Cook, executive associate dean, Texas A&M University Libraries, and Bruce Thompson, professor & distinguished research scholar, Texas A&M University will provide an overview of the LibQUAL + [TM] project. …

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