Streamline e-information service for virtual users: A quality function deployment (QFD) approach

Persistent Link:
http://hdl.handle.net/10150/106053
Title:
Streamline e-information service for virtual users: A quality function deployment (QFD) approach
Author:
Taha, Ahmed
Editors:
Khoo, C.; Singh, D.; Chaudhry, A.S.
Citation:
Streamline e-information service for virtual users: A quality function deployment (QFD) approach 2006, :141-147
Publisher:
School of Communication & Information, Nanyang Technological University
Issue Date:
2006
URI:
http://hdl.handle.net/10150/106053
Submitted date:
2007-05-23
Abstract:
Migration from the traditional to web-based library paradigm is usually accompanied by remodelling of many library core activities particularly those associated with user-centred services. In this capacity of the web-based service paradigm, many academic libraries have established networked environments within which many virtual-user communities are forming and growing. Understanding the virtual user's needs in these communities has become the first priority of networked libraries for designing, running and managing effective virtual reference services to meet the increasing expectations of the invisible users. To achieve this, the networked libraries strive to improve their quality of service by applying a wide range of such quality management approaches as quality function deployment (QFD) and LIBQUAL™. QFD initially stresses on driving continuous improvement of the user-oriented services towards end-user satisfaction. The paper attempts to incorporate the QFD to be integrated strategically in designing and managing e-information provision within networked library service environment. The UAE University Library is used as a case study, where the evidence-based librarianship (EBL) approach has been employed in three studies to identify user needs and acceptance of e-services. Based on these studies, the paper presents a model aimed at streamlining e-services for virtual users in ICT-rich learning environments.
Type:
Conference Paper
Language:
en
Keywords:
Reference Services; Academic Libraries; Evaluation
Local subject classification:
e-information; e-services; digital reference service; service quality; quality management

Full metadata record

DC FieldValue Language
dc.contributor.authorTaha, Ahmeden_US
dc.contributor.editorKhoo, C.en_US
dc.contributor.editorSingh, D.en_US
dc.contributor.editorChaudhry, A.S.en_US
dc.date.accessioned2007-05-23T00:00:01Z-
dc.date.available2010-06-18T23:38:57Z-
dc.date.issued2006en_US
dc.date.submitted2007-05-23en_US
dc.identifier.citationStreamline e-information service for virtual users: A quality function deployment (QFD) approach 2006, :141-147en_US
dc.identifier.urihttp://hdl.handle.net/10150/106053-
dc.description.abstractMigration from the traditional to web-based library paradigm is usually accompanied by remodelling of many library core activities particularly those associated with user-centred services. In this capacity of the web-based service paradigm, many academic libraries have established networked environments within which many virtual-user communities are forming and growing. Understanding the virtual user's needs in these communities has become the first priority of networked libraries for designing, running and managing effective virtual reference services to meet the increasing expectations of the invisible users. To achieve this, the networked libraries strive to improve their quality of service by applying a wide range of such quality management approaches as quality function deployment (QFD) and LIBQUAL™. QFD initially stresses on driving continuous improvement of the user-oriented services towards end-user satisfaction. The paper attempts to incorporate the QFD to be integrated strategically in designing and managing e-information provision within networked library service environment. The UAE University Library is used as a case study, where the evidence-based librarianship (EBL) approach has been employed in three studies to identify user needs and acceptance of e-services. Based on these studies, the paper presents a model aimed at streamlining e-services for virtual users in ICT-rich learning environments.en_US
dc.format.mimetypeapplication/pdfen_US
dc.language.isoenen_US
dc.publisherSchool of Communication & Information, Nanyang Technological Universityen_US
dc.subjectReference Servicesen_US
dc.subjectAcademic Librariesen_US
dc.subjectEvaluationen_US
dc.subject.othere-informationen_US
dc.subject.othere-servicesen_US
dc.subject.otherdigital reference serviceen_US
dc.subject.otherservice qualityen_US
dc.subject.otherquality managementen_US
dc.titleStreamline e-information service for virtual users: A quality function deployment (QFD) approachen_US
dc.typeConference Paperen_US
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