Total quality management and servicing users through remote access technology

Abstract

For as long as libraries and information centers have existed, the services they have offered to their constituents have been provided, utilized and monitored on a person‐to‐person basis. This individual and direct interaction has ensured an active vendor/consumer dialog which has not only fostered a successful transfer of information but also provided a forum through which to evaluate user needs and service quality. This one‐on‐one communication flow has been of invaluable assistance to the professional in assuring that clients and customers receive accurate, clear, concise, complete and timely responses to information inquiries. In addition, it has affected a critical check‐in‐balance on the value and viability of collections and databases in meeting service demands. It was through this traditional reference and information interview that direct user impact on the service process could be guaranteed and a high degree of quality achieved.

Citation

DiMattia, E.A. (1993), "Total quality management and servicing users through remote access technology", The Electronic Library, Vol. 11 No. 3, pp. 187-191. https://doi.org/10.1108/eb045229