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Article
Publication date: 1 April 1994

Andrew N. Hiles

Explains what a service level agreement (SLA) is and describes thebenefits of an SLA both as a catalyst to service management and todelivering appropriate, cost‐effective service…

3183

Abstract

Explains what a service level agreement (SLA) is and describes the benefits of an SLA both as a catalyst to service management and to delivering appropriate, cost‐effective service quality. Examines the application of SLAs in a wide variety of service areas and establishes their importance to market testing and benchmarking. Describes the content of an SLA and outlines the steps to successful implementation. Identifies service quality measurement, using effective quality metrics, and credible service quality monitoring as key factors for success – identifies the pitfalls, too.

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The TQM Magazine, vol. 6 no. 2
Type: Research Article
ISSN: 0954-478X

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Article
Publication date: 1 August 1929

WE publish this issue on the eve of the Brighton Conference and our hope is that this number of The Library World will assist the objects of that meeting. Everything connected…

43

Abstract

WE publish this issue on the eve of the Brighton Conference and our hope is that this number of The Library World will assist the objects of that meeting. Everything connected with the Conference appears to have been well thought out. It is an excellent thing that an attempt has been made to get readers of papers to write them early in order that they might be printed beforehand. Their authors will speak to the subject of these papers and not read them. Only a highly‐trained speaker can “get over” a written paper—witness some of the fiascos we hear from the microphone, for which all papers that are broadcast have to be written. But an indifferent reader, when he is really master of his subject, can make likeable and intelligible remarks extemporarily about it. As we write somewhat before the Conference papers are out we do not know if the plan to preprint the papers has succeeded. We are sure that it ought to have done so. It is the only way in which adequate time for discussion can be secured.

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New Library World, vol. 32 no. 2
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 July 1930

WE write on the eve of an Annual Meeting of the Library Association. We expect many interesting things from it, for although it is not the first meeting under the new…

40

Abstract

WE write on the eve of an Annual Meeting of the Library Association. We expect many interesting things from it, for although it is not the first meeting under the new constitution, it is the first in which all the sections will be actively engaged. From a membership of eight hundred in 1927 we are, in 1930, within measurable distance of a membership of three thousand; and, although we have not reached that figure by a few hundreds—and those few will be the most difficult to obtain quickly—this is a really memorable achievement. There are certain necessary results of the Association's expansion. In the former days it was possible for every member, if he desired, to attend all the meetings; today parallel meetings are necessary in order to represent all interests, and members must make a selection amongst the good things offered. Large meetings are not entirely desirable; discussion of any effective sort is impossible in them; and the speakers are usually those who always speak, and who possess more nerve than the rest of us. This does not mean that they are not worth a hearing. Nevertheless, seeing that at least 1,000 will be at Cambridge, small sectional meetings in which no one who has anything to say need be afraid of saying it, are an ideal to which we are forced by the growth of our numbers.

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New Library World, vol. 33 no. 2
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 19 April 2024

Andrew Dudash and Jacob E. Gordon

The purpose of this case study was to complement existing weeding and retention criteria beyond the most used methods in academic libraries and to consider citation counts in the…

125

Abstract

Purpose

The purpose of this case study was to complement existing weeding and retention criteria beyond the most used methods in academic libraries and to consider citation counts in the identification of important scholarly works.

Design/methodology/approach

Using a small sample of items chosen for withdrawal from a small liberal arts college library, this case study looks at the use of Google Scholar citation counts as a metric for identification of notable monographs in the social sciences and mathematics.

Findings

Google Scholar citation counts are a quick indicator of classic, foundational or discursive monographs in a particular field and should be given more consideration in weeding and retention analysis decisions that impact scholarly collections. Higher citation counts can be an indicator of higher circulation counts.

Originality/value

The authors found little indication in the literature that Google Scholar citation counts are being used as a metric for identification of notable works or for retention of monographs in academic libraries.

Details

Collection and Curation, vol. 43 no. 3
Type: Research Article
ISSN: 2514-9326

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Article
Publication date: 21 June 2011

Eloise Dunlap and Andrew Golub

The purpose of this paper is to examine the experiences of poor drug users and sellers who remained in New Orleans during Hurricane Katrina in 2005 to identify their special needs…

534

Abstract

Purpose

The purpose of this paper is to examine the experiences of poor drug users and sellers who remained in New Orleans during Hurricane Katrina in 2005 to identify their special needs and the unique challenges they present to disaster management.

Design/methodology/approach

Semi‐structured, open‐ended interviews were conducted with 119 poor, predominantly African‐American, drug users and sellers. Their stories in their own words provide a mosaic of drug‐related experiences from the period immediately preceding the storm through evacuation and reveal the motivations behind their behaviors.

Findings

Many drug users placed partying, maintaining their habits, and making money ahead of personal safety and evacuation. Drug use and sales led many not to evacuate before the storm, to use drugs in congregate shelters, to avoid shelters, to roam through flooded debris‐strewn streets, to loot stores and homes of drug dealers, and to use violence or the threat of violence to achieve their drug‐related aims.

Originality/value

During a disaster, many poor drug users place risks on themselves, their families, their communities and ultimately on rescue workers. The conclusion presents pragmatic and humanitarian guidelines for successfully addressing this additional challenge. The recommendations are consistent with other suggestions concerning the special needs of indigent populations.

Details

Disaster Prevention and Management: An International Journal, vol. 20 no. 3
Type: Research Article
ISSN: 0965-3562

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Article
Publication date: 1 July 1928

THE Fifty‐First Conference of the Library Association takes place in the most modern type of British town. Blackpool is a typical growth of the past fifty years or so, rising from…

50

Abstract

THE Fifty‐First Conference of the Library Association takes place in the most modern type of British town. Blackpool is a typical growth of the past fifty years or so, rising from the greater value placed upon the recreations of the people in recent decades. It has the name of the pleasure city of the north, a huge caravansary into which the large industrial cities empty themselves at the holiday seasons. But Blackpool is more than that; it is a town with a vibrating local life of its own; it has its intellectual side even if the casual visitor does not always see it as readily as he does the attractions of the front. A week can be spent profitably there even by the mere intellectualist.

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New Library World, vol. 31 no. 2
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 4 June 2018

Sarah Dodds, Sandy L. Bulmer and Andrew J. Murphy

This paper aims to explore consumer experiences of spiritual value and investigates whether it is distinct from ethical value within a large and growing private sector health-care…

445

Abstract

Purpose

This paper aims to explore consumer experiences of spiritual value and investigates whether it is distinct from ethical value within a large and growing private sector health-care setting. Understanding consumers’ experiences of spiritual value versus ethical value has important implications for corporate social responsibility as increasingly, consumers want their spiritual needs met.

Design/methodology/approach

The research adopts an exploratory case study approach using in-depth interviews with 16 consumers who use complementary and alternative medicine health-care services. Drawing on consumer value frameworks, a thematic analysis identified dimensions of spiritual and ethical values co-created during their consumption experiences.

Findings

From a consumer’s perspective, spiritual value is distinct from ethical value. The key finding is that participants talked about spiritual value predominantly in reactive terms (apprehending, appreciating, admiring or responding), whereas ethical value was referred to as active (taking action).

Research limitations/implications

This paper enhances the understanding of spiritual value and provides evidence that people want their spiritual needs met in a private health-care context. Furthermore, this study provides insights into the consumption experience of spiritual value that can be considered, with further research, in other health-care and service contexts.

Originality/value

This paper offers a new view on corporate social responsibility by taking a consumer’s perspective, and identifying that consumer experiences of spiritual value are important and distinct from ethical value.

Details

Social Responsibility Journal, vol. 14 no. 2
Type: Research Article
ISSN: 1747-1117

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Article
Publication date: 1 June 1931

OWING to the comparatively early date in the year of the Library Association Conference, this number of THE LIBRARY WORLD is published so that it may be in the hands of our…

44

Abstract

OWING to the comparatively early date in the year of the Library Association Conference, this number of THE LIBRARY WORLD is published so that it may be in the hands of our readers before it begins. The official programme is not in the hands of members at the time we write, but the circumstances are such this year that delay has been inevitable. We have dwelt already on the good fortune we enjoy in going to the beautiful West‐Country Spa. At this time of year it is at its best, and, if the weather is more genial than this weather‐chequered year gives us reason to expect, the Conference should be memorable on that account alone. The Conference has always been the focus of library friendships, and this idea, now that the Association is so large, should be developed. To be a member is to be one of a freemasonry of librarians, pledged to help and forward the work of one another. It is not in the conference rooms alone, where we listen, not always completely awake, to papers not always eloquent or cleverly read, that we gain most, although no one would discount these; it is in the hotels and boarding houses and restaurants, over dinner tables and in the easy chairs of the lounges, that we draw out really useful business information. In short, shop is the subject‐matter of conference conversation, and only misanthropic curmudgeons think otherwise.

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New Library World, vol. 34 no. 2
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 February 1948

THE Library Association Record will, no doubt, produce the appropriate account of the initiation of Mr. Charles Nowell, at Manchester, as President of the Library Association…

18

Abstract

THE Library Association Record will, no doubt, produce the appropriate account of the initiation of Mr. Charles Nowell, at Manchester, as President of the Library Association. Only a few words are necessary here to assure the new president of our satisfaftion with the recipient of our highest honour and our assurance of our loyalty. He has had the full apprenticeship from his youth up in the ways of public librarianship and the great work he has done since he has been Chief Librarian of Manchester has had the approval both of the citizens there and, we venture to assert, of the nation. It was specially appropriate that the ceremony, as was the case with Mr. Cashmore at Birmingham, should take place in his own city where the citizens, his Lord Mayor—who entertained the guests splendidly—his Committee and fellow City Officers could share in our tribute. It was even more fitting that that city should be the cradle of librarianship, having our pioneer of pioneers, Edward Edwards, as its first Librarian, and having also had a succession of fine library committees served by a series of quite eminent librarians. One word more; the speeches were worthy of the occasion and Mr. Gordon transferred his own powers to Mr. Nowell with the grace and eloquence he has shown consistently. Our readers will have seen the capital portrait—a speaking likeness—of Mr. Nowell in the January Record.

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New Library World, vol. 50 no. 7
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 1 February 1934

OUR pages continue the discussion on book‐display, about which all has not been said by any means. The ingenious librarian will always sharpen his wits upon the attracting of…

48

Abstract

OUR pages continue the discussion on book‐display, about which all has not been said by any means. The ingenious librarian will always sharpen his wits upon the attracting of readers, and the main problem in the matter is merely: what sort of reader is it most desirable to attract? We do not apologise for this reiteration, because it is the fundamental subject now facing librarians. We are not in the least moved by a comment in a contemporary that we are decrying libraries when we assert, and in spite of him we do assert, that fiction issues nearly all over London show a decline. That decline, we repeat, is due to the slight increase in the employment of readers, and to cheap fiction libraries. What the public librarian has to decide is if he shall compete with such libraries or more definitely diverge from them. If a middle course is preferred—as it usually is by Britons—what is that course? Ultimately, is the educated reader to be the standard for whom the library works, or the uneducated? Or, to put it another way, is the librarian in any way responsible for the quality of the books his community reads? Our readers, young and not so young, are invited to help us to answers to these live questions.

Details

New Library World, vol. 36 no. 8
Type: Research Article
ISSN: 0307-4803

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