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| Main Authors: | , |
|---|---|
| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2013
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ1089221 |
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| _version_ | 1867180683984633856 |
|---|---|
| author | Andrews, Judith Eade, Eleanor |
| author_facet | Andrews, Judith Eade, Eleanor Andrews, Judith Eade, Eleanor |
| collection | Education Resources Information Center |
| contents | Listening to Students: Customer Journey Mapping at Birmingham City University Library and Learning Resources Andrews, Judith Eade, Eleanor Academic Libraries Library Research Library Services User Satisfaction (Information) Student Experience Library Development Library Administration Program Descriptions Program Development Improvement Programs Student Attitudes Foreign Countries Focus Groups Birmingham City University's Library and Learning Resources' strategic aim is to improve student satisfaction. A key element is the achievement of the Customer Excellence Standard. An important component of the standard is the mapping of services to improve quality. Library and Learning Resources has developed a methodology to map these "customer journeys" with students. The article considers themes in the published literature and provides an overview of a pilot project and its outcomes. The project's aims are evaluated including an assessment of the effectiveness of the mapping methodology in engaging students, the staff resource implications, and the identification of service improvements. |
| format | Recurso educativo Open Access |
| id | eric_EJ1089221 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2013 |
| record_format | eric |
| spellingShingle | Listening to Students: Customer Journey Mapping at Birmingham City University Library and Learning Resources Andrews, Judith Eade, Eleanor Academic Libraries Library Research Library Services User Satisfaction (Information) Student Experience Library Development Library Administration Program Descriptions Program Development Improvement Programs Student Attitudes Foreign Countries Focus Groups Listening to Students: Customer Journey Mapping at Birmingham City University Library and Learning Resources Andrews, Judith Eade, Eleanor Academic Libraries Library Research Library Services User Satisfaction (Information) Student Experience Library Development Library Administration Program Descriptions Program Development Improvement Programs Student Attitudes Foreign Countries Focus Groups Birmingham City University's Library and Learning Resources' strategic aim is to improve student satisfaction. A key element is the achievement of the Customer Excellence Standard. An important component of the standard is the mapping of services to improve quality. Library and Learning Resources has developed a methodology to map these "customer journeys" with students. The article considers themes in the published literature and provides an overview of a pilot project and its outcomes. The project's aims are evaluated including an assessment of the effectiveness of the mapping methodology in engaging students, the staff resource implications, and the identification of service improvements. |
| title | Listening to Students: Customer Journey Mapping at Birmingham City University Library and Learning Resources |
| topic | Academic Libraries Library Research Library Services User Satisfaction (Information) Student Experience Library Development Library Administration Program Descriptions Program Development Improvement Programs Student Attitudes Foreign Countries Focus Groups |
| url | https://eric.ed.gov/?id=EJ1089221 |