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Qualitative research and library service development : the art of talking to your customers

Author: Kerry Wilson
Publisher: Oxford : Chandos, 2008.
Edition/Format:   Book : EnglishView all editions and formats
Database:WorldCat
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The book provides practical guidance for library managers and practitioners on the use of qualitative research to develop and improve library services. The book discusses the value of conducting  Read more...

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Document Type: Book
All Authors / Contributors: Kerry Wilson
ISBN: 9781843344766 1843344769 1843344750 9781843344759
OCLC Number: 236120336
Description: p. cm.
Contents: Market research and evidence-based practice - reinterpreting market research; the need for evidence in contemporary library service management; customer consultation: are they always right; consulting the non-customer: broadening service horizons; learning from other sectors; evaluation versus primary research; Talking to your customers - introduction to qualitative research methods; the value of the focus group; planning and designing your focus group; conducting your focus group; talking one-to-one: the research interview; working with your qualitative data; Look and learn: using observational research methods - principles of participant observation; using objective observation guidelines; working with your observational data; the sensitive mystery shopper; Talking to your staff - appreciating staff experience and wisdom; training your in-house researchers; being an inclusive organization; the relationship between staff morale and customer service; Putting evidence in to practice - making your research evidence count; promoting all your good work: best practice solutions; consolidating the relationship between research and practice; developing a research network.
Responsibility: Kerry Wilson.
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