Conference proceedings (UNL)

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Browsing Conference proceedings (UNL) by Author "Niskala, Ritva"

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    Does quality assessment matter in an academic library?: A case study of the University of Namibia library
    (2021) Niskala, Ritva; Leonard, Anna
    Reliable tools for measuring service quality and demonstrating the impact of services are becoming more and more important in library sector development. Measuring quality is not only an administrative factor. In-depth quality assessment is also needed for a library to inclusively identify and respond to current and emerging needs of its stakeholders and various user groups. In this context, the paper analyses quality assessment methods used in the University of Namibia (UNAM) Library from 2012 – 2019 with the main focus on the international standardised customer satisfaction LibQUAL+ survey, carried out in 2012 and 2014. The paper provides an analytical assessment of the use of LibQUAL+ at UNAM library, describing challenges, benefits and outcomes of the use of the method. The authors conclude that LibQUAL+ proved to be a very informative tool providing critical information for strategic planning. The use of a scientifically developed standardised tool had the additional advantage that the institution’s management trusted the results. The paper further discusses the practical implications of how the results of LibQUAL+ informed strategic planning and improvement of services, presents an analysis of the reasons for discontinuation the use of LibQUAL+ instrument, and concludes with a brief description of complementary methods that can be used to assess aspects that customer satisfaction-based methods do not cover, namely external quality reviews and benchmarking. The purpose of the paper is to provide an analytical view of challenges and benefits of quality assessment processes in one academic library for the benefit of strategic planning processes in other libraries
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    Strong libraries, strong societies: The role of libraries in socio-economic development
    (University of Namibia Library, 2015) Mandl, Helen; Lukileni, Ndahambelela H.; Niskala, Ritva
    What is a strong library in an African context? How are libraries contributing to improving the fabric of society? How are librarians adapting and changing the services they offer? The first Namibia Library Symposium brought together speakers from across Africa and Europe to discuss these questions. In addition to acknowledging challenges and issues facing libraries in developing or transitioning nations, the speakers highlight the tremendous ability of libraries to change lives. Some of these changes may seem small but each crumb of knowledge can empower individuals and communities, providing opportunities for education, for employment, for establishing a small business and for encouragement. The capacity of libraries to contribute to social and economic growth and provide a strong foundation for a knowledge based society is emphasised in these papers that will inform and inspire the reader.