Saved in:
| Main Author: | |
|---|---|
| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2004
|
| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ951402 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Table of Contents:
- Tennis Anyone? A Case Study of Inaccurate Patron Referrals Turner, Deborah Case Studies Change Strategies Organizational Change Library Services Formative Evaluation Library Administration Library Development User Satisfaction (Information) Access to Information Reference Services Operations Research Performance Factors Performance Technology Total Quality Management Referral Information Seeking Information Sources This case study examines how analyzing inaccurate referrals can provide key insights into managing change. The author analyzes what went wrong in an attempt to identify opportunities for an Access Services department to consider how it might adapt to constant change. She wishes to show how the nature of change today demands that one pay particularly close attention to occurrences that might otherwise be handled more routinely. Challenges in six operational areas are explored along with suggestions for alternate ways to respond. (Contains 1 figure.)