U

B

U

BB

UUNIVERSITAT DE BARCELONA

Mireia Siles, Marga Mulet, Joana Ferrer Department of Library and Information Science

Service charts: a tool for promoting and marketing university libraries

1

2

TeachingResearchLearning

Satisfaction of user’s need

University libraries

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

3

Spanish university libraries of: Alicante Burgos Carlos III (Madrid) Coruña Jaén Las Palmas de

Gran Canaria

4

5

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.

6

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.

7

Characteristics of the analyzed services charts

8

Carlos III Madrid

Burgos Alicante Jaén La Coruña Las Palmas

de Gran Canària

GENERAL and LEGAL CONTENT

Terminology used

to define services

chart

X(explanatio

n)

Draft(explanation)

Chart of rights and

obligations (explanation)

Entity identification

X X X X X

Services X X X X

User Rights and

Privileges

X (separate)

X(included)

X(included)

X(generic)

Participatory format

X X X X X X

Governing norms

and regulations

X link

X(included)

X(included)

Complaint registration

X X X

9

COMMITMENT TO QUALITY

Quality levels &

Definitions

X X (not in all cases)

X X X

Channels forFurther information

and communicatio

n

X X X X X X

Hours and locations foruser assistance

X X X

Service access

stipulations

X

Quality Control

System

X

Indicators X X X X X

10

SUPPLEMENTARY CONTENT

Contact Addresses

X X X X

Contact address for

person in charge

X (only telephone)

X X

CONTENT FORMAT AND ACCESSIBILITY

Format HTML HTML and PDF

PDF PDF WORD HTML

Length 3 p. 24 p. 4 p. 6 p. 1 p. 2 p.

Updating (not since 2004 )

Every 3 years?

No date given!

? Date of creation

and last updated

Web visibility 1single access,

complicated

Not so good Good Not so good

Good Good

Languages SPANISH SPANISH SPAN ISHCATALAN

SPANISH GALLEGO, SPANISH

SPANISH

11

The ideal service chart

12

General and legal nature

• Make it clear

• The office, committee or department responsible for creating the chart

Contents

13

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

• Evaluation14

Supplementary information

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

15

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.

16

Conclusions

17

User needs Commitment to quality service

Service charts

Tool for promoting and marketing university libraries

18

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.

19

DĕkujiThank youGràcies