PART II: SERVICE PROVISION

II-A. Books -- Assigned Reading:

Part II-A. Service Models:
(Lib)Auster, Ethel and Chun Wei Choo. Managing information for the competitive edge. Neal-Schuman, 1996. HD30.2.M363 1996
Part IV: Strategies for Managing the Information Audit  (CN photocopies of 4 articles from this section)

(Lib)Burk, Cornelius and Forest Horton. InfoMap: a complete guide to discovering corporate information resources. Prentice-Hall, 1988. T58.64 B871 1988  (Ch 1,2,3 -- CN copies)

(Lib)Maguire, Carmel, Edward J. Kazlauskas and Anthony D. Weir. Information services for innovative organizations. Academic Press, 1994. HF54.5 M34 1994. (Ch 3,4 -- CN copies)

(Lib)St Clair, Guy. Power and influence: enhancing information services within the organization. Bowker Saur, 1994.
Z674.5 U6 S7 1994  (Ch 2,6,8 - CN photocopies)

(Lib)Stanat, R. The intelligent corporation: creating a shared network for information and profit. American Mgmt Assn, 1990. HD38.7 S7 1990 Bus Ch 4 (Strategic info audit)

(Lib)Taylor, Allan and Stephen Farrell. Information management for business. Scarecrow, 1995.
HD30.213 T39 1995
Chapters: 10,11,12 (info mapping; value added; developing strategies -- CN  copy of book)

(Lib?)Taylor, R.S. Value added processes...Ablex, 1986. Z699 T331 1986
Chapters 1-8 (value;user model; value added model & processes; info in decisions) Ch 9-10 (productivity; implications)
 
II- B.  Customer Service:
(?Lib)St Clair, Guy. Customer service in the information environment. Bowker Saur, 1993.
Ch 5 (Defining market); 7 (Involving user); 8 (Needs analysis); 9 (Marketing services)

 
II-A. Reader: Assigned Readings:
Barkley and Saylor. Customerizing project management. Project Management Journal (1995)

Marshall, Joanne. A development and evaluation model for a consumer health information service. Canadian Journal of Information Science 17:4 (1992)

Penniman, D.Strategic position of services in a competitive environment. ASIS Bulletin.(April/May 97)

Pine, B. Joseph, et al. Do you want to keep your customers forever. Harvard Bus Rev (1995)

Stear, Edward B. and Joel Wecksell. Information resource center management. ASIS Bulletin (Apr/May 1997)
 

II-A. Background:

II-A. Library:
(Lib)Feeney, Mary and Maureen Grieves. The value and impact of information. Bowker Saur, 1994.
Z674.5 G7 V35 1994  Ch 7 (Info use & business success)

(Lib)Marchand, Donald and Forest Horton. Infotrends: profiting from your information resources. Wiley, 1986.
T58.64 M371 1986

(Lib)Stanat, R. The intelligent corporation: creating a shared network for information and profit. American Mgmt Assn, 1990.
HD38.7 S7 1990

(Lib)Wilson, Patrick. Public knowledge, private ignorance. Greenwood Press, 1977. Z665 W761

II-A. Folders:
Ackerson, Linda. Basing reference service on scientific communication: toward a more effective model for science graduate students. RQ 36:2 (Winter 96) 248-260.

Brandt, Kerryn, et al. Reflections on reference services. JASIS 47:3 (1996) 210-216.

Bertram and Olson. Culture clash. LJ (1996)

Integrated information centers in academic environments. JASIS (1991 & 1997) JASIS 42:2 (1991) 120-151 JASIS (1997)

Prusak, Laurence and James Matarazzo. Information management and Japanese success. Special Libraries Assn, 1992.

Tibbo, Helen R. Information systems, services and technology for the humanities. ARIST 26 (1991) 287-346.

Whitson, William. Differential service. Journal Academic Librarianship (Mar 1995)
 

Part II-B. Service Delivery/Customer Service:

II-B. Background:

II-B. Library:
(Lib)Czepiel, John et al. The service encounter: managing employee customer interaction in service businesses. Lexington Books, 1985. HD9980.5 S4251 1985 Bus (tp)

(Lib)Walters, Suzanne. Customer service: a how to do it manual for librarians. Neal Schuman, 1994. Z 711 W275 1994. (tp)

(Lib) Weingand, Darlene E. Customer service excellence: a concise guide for librarians. ALA, 1997. Z711 W434 1997. (tp)

II-B. Folders:
Arthur, G. Customer service training in academic libraries. Journal of Academic Librarianship. (Sept 94).

Czepiel, John. Service encounters: an overview. Ch 1 of his book The service encounter.

Jones, Thomas and W. Earl Sasser. Why satisfied customers defect. Harvard Bus Rev (Nov-Dec 1995)

Treacy, Michael and Fred Wiersema. Customer intimacy. Harvard Bus Rev (Jan-Feb 1993)
 
Whitlach, Jo Bell. Reference service effectiveness. RQ 30:2 (Winter 1990) 205-220.

Part II-C. Guidelines and Standards:

Required Reading:

Statements of Professional Ethics/Guidelines

Background Reading:

(Lib)Freedom and equality of access to information. Commission on Freedom and Equality of Access to Information. ALA, 1986.
Z674.5 U5 R4 1985

(Lib)Intellectual Freedom Manual. Compiled by the Office of Intellectual Freedom of the American Library Association. 4th ed. ALA, 1996. Z711.4 I571 1996

Part II-D. Ethics and Malpractice:

Required Readings: Available in Folders
Schwartz, Diane G. and Dottie Eakin. Reference service standards, performance criteria and evaluation. Journal of Academic Librarianship 12:1 (1986)(copy in folders)

Dragich, Martha J. Information malpractice: some thoughts on potential liability of information professionals. Information Technology and Libraries (Sept 1989) (copy in folders)

Denis, Sabine and Yves Poullet. Questions of liability in the provision of information services. Online Review 14:1 (1990) (copy in folders)

Halvorson, T.R. Selected aspects of legal liabilities of independent information professionals in Electgronic information delivery, ed by Reva Basch. Gower, 1995. (copy of Ch 10 in folders)

Part II-D. Background
Folders:
Barsumyan, Silva. Can your client sue you for misinformation? in Information ethics: concerns for librarianship and the information industry. Ed by Anne P. Mintz. McFarland, 1990.

Felsky, Martin. The legal liability of information professionals. Canadian Journal of Information Science. 14:3 (Sept 1989)

Sykes, Phil. Liability for information provision: spectre or reality? Aslib Proceedings 43:1 (April 1991)

Books:
Alfino, Mark and Linda Pierce. Information eithics for librarians. McFarland, 1997. Z682.35 P75 A44 1997.

Electronic information delivery: ensuring quality and value. Ed by Reva Basch. Gower, 1995. QA76.9 D3 E548 1995. (Ch 11: Database quality... in folder)

Froehlich, Thomas J. Survey and analysis of the major ethical and legal issue facing library and information services. (IFLA Publications 78) Saur, 1997. Z682.35 P75 F76 1997.

Zipkowitz, Fay. Professional ethics in librarianship: a real life casebook. McFarland, 1996. Z682.35 P75 Z56.