Considers management of information and effective communication at times of crisis. Examines recent crises to illustrate how and why poor management of information and communication has had disastrous effects. Discusses basic rules together with preparation and training for crisis management, including a crisis checklist, phone lines, spokespersons, conveying the message and training support staff. Comments on the need for the establishment of house rules to avoid problems. Discusses interpretations of “off the record” and how problems can arise from differing interpretations. Establishes the value of simultaneous communication to all audiences.

Crisis management ‐ public relations

Purpose – The purpose of this paper is to provide an input‐output analysis of electronic resources in academic libraries by verifying evaluation indicators and applying them to the digital library environment.Design/methodology/approach – This study measures the performance of electronic resources in academic libraries in Korea. To measure the efficiency of the input‐output ratio, evaluation indicators were divided into inputs and outputs. Inputs refer to the e‐resource use environment as well as the acquisition of e‐resources such as web DB, e‐books, e‐journals, and so on. Outputs quantify the use of each resource.Findings – First, the results of this study show that a large share of academic library budgets is spent on e‐resource purchases and e‐resource environment improvement for better use. Second, the measurement shows that web DB subscription, annual e‐resource development, and education for e‐resource exhibit higher efficiency, while e‐resource use, web DB and e‐journal download exhibited relative...

A study measuring the performance of electronic resources in academic libraries

University Libraries in Kenya A Study of Their Practices and Performance

Considers the changes taking place in the information and library sector ‐ changes which are due, in the main, to fast developing technologies and the resulting information explosion. Traditional skills and methods of working are coming under increasing pressure and are no longer sufficient. Assesses the impact of these information technology changes on information staff, who are having to extend their traditional skills and develop new expertise. Considers staff management issues, especially resistance to change, and the effect of training and communication programmes. Concludes that maintaining the balance between technology and individual needs is the key to success.

Management of change: technological developments and human resource issues in the information sector

The study is based on the premise that the culture of library assessment from the users' perspective is of vital importance to determine what users' needs are and whether these needs are being met. Consequently, identifying the strengths and weaknesses of the existing library services and using the assessment results can improve service delivery. The study examined the quality of service at Iringa University College Library (IUCo) from the users' perceptions. The users' expectations and perceptions of service quality were investigated to determine the gap that existed between the two; and to determine the extent to which the library met users' expectations or not. A sample of 294 undergraduate students, all 31 postgraduate students, and 50 academic staff were surveyed. The adapted LibQUAL+ questionnaire was self-administered for data gathering from these respondents. A total of 213 (72.4%) undergraduate students, 20 (64.5%) postgraduate students, and 31 (68%) academic staff responded. The results were analysed using SPSS to determine the frequency of responses. The results are displayed in the form of charts and tables. The insights gained from this study indicate that there is a gap between user's expectations and perceptions of service quality at IUCo Library. The magnitude of the gap varies depending on individual services. The results show that the most problematic services for users are: electronic journals, photocopying, interlibrary loan, electronic databases, a quiet library environment, and the library webpage. The results show also that there are variations within difference groups of users regarding the expectations and perceptions of service quality. The academic staff have higher expectations and lower perceptions compared to the postgraduate and undergraduate students. Recommendations to improve service quality at the IUCo Library and the introduction of new services pertinent to current needs of users are given.

User perceptions of the quality of service at Iringa University College library, Tumaini University, Tanzania

The user-centred library and information service management principles and techniques for user-centred libraries and information services automation as a management tool management of human resources self-management management of financial resources management of physical resources management of materials and services marketing the information and library service measuring performance in library and information services co-ordination of libraries and information services - networking and resource-sharing the future.

K. G. B. Bakewell

Papers

Managing User-Centred Libraries and Information Services