The Association of Research Libraries Online Lyceum course, "Measuring Library Service Quality,” will be offered this summer for the third time.  This fully web-based course covers the background and theory of measuring service quality, methods to assess and improve service, and the impact of measuring service quality on overall library value to constituencies.  The case study approach to problem solving provides the content and context for developing and understanding measurement techniques.  Course participants learn the following:  1) what measurement of service quality means, 2) the theoretical basis for measurement of service quality, 3) practical methods for measuring service quality, and 4) how to apply theory and methods in the local setting.
 
The Online Lyceum is a collaborative partnership between the Association of Research Libraries (ARL) Office of Leadership and Management Services (OLMS) and Southern Illinois University Carbondale Library Affairs (SIUC LA).
 
This Online Lyceum Collaborative Learning Event incorporates elements of both synchronous (real-time) and asynchronous interaction with course facilitators and a global peer network of up to thirty learners via a course bulletin board, chat rooms, and regular email.  During each of the six weeks of the course, there are reading assignments in material provided on-line and in packets distributed prior to the course offering.

The next course offering is scheduled for June 25 through August 3 with registration available through the ARL web site (http://www.arl.org/training/lyceum.html).  For more information about library service quality initiatives and other ARL/OLMS services, contact Dawn Kight, dawn@arl.org or Carolyn Snyder, csnyder@lib.siu.edu
 

Carolyn A. Snyder,
Visiting Program Officer,
Association of Research Libraries

and

Dawn Kight,
Program Officer for Distance Learning,
Association of Research Libraries