nÃo hà / As mudanÃas que se gestam na sociedade contemporÃnea afetam todos os Ãmbitos da vida humana e societÃria, dentre eles o interior das organizaÃÃes. Com efeito, se encontram as bibliotecas universitÃrias, ambiente onde jà se observam certas preocupaÃÃes com as mudanÃas de posiÃÃo por parte dos profissionais e, em especial, daqueles que emprestam sua forÃa de trabalho para servir bem a uma comunidade de usuÃrios. PropÃem-se entÃo, esta pesquisa que possibilita responder aos seguintes problemas: qual à a percepÃÃo que os gestores de bibliotecas da UFC tÃm sobre o seu papel como ocupantes desse cargo? Como os clientes/usuÃrios das bibliotecas da UFC compreendem o papel assumido pelos gestores dessas organizaÃÃes? O objetivo geral desta pesquisa foi identificar e analisar a percepÃÃo que os gestores das bibliotecas universitÃrias da UFC possuem sobre o papel que desempenham nesta funÃÃo fazendo um paralelo com a percepÃÃo dos usuÃrios referentes à sua atuaÃÃo. Trata-se de uma pesquisa bibliografia, documental, de campo e exploratÃria.de natureza quantitativa, utilizando como procedimento de abordagem o mÃtodo funcionalista e o estudo de multicaso. A coleta de dados foi feita por meio de questionÃrios com escala de opiniÃo baseada na medida de Likert. Diagnosticou-se que os gestores demonstraram ter consciÃncia do papel que exercem nessas unidades, buscam inovaÃÃes das tecnologias como estratÃgias para melhorar o atendimento Ãs necessidades dos usuÃrios e para a melhoria contÃnua da gestÃo. Referente Ãs competÃncias informacionais, elas sÃo essenciais para que os gestores possam desempenhar melhor suas funÃÃes e oferecer serviÃos de informaÃÃo com qualidade. Com relaÃÃo ao paralelo entre a percepÃÃo dos usuÃrios e a dos gestores sobre sua atuaÃÃo, houve discrepÃncia no cotejamento das respostas. Os usuÃrios assinalaram que pouco percebem o papel desempenhado pelos gestores em suas funÃÃes. Jà os gestores percebem muito bem sua atuaÃÃo no cargo, com exceÃÃo da capacidade de negociaÃÃo / The changes that if gestam in the society contemporary affect all the scopes of the life human being and societÃria, amongst them the interior of the organizations. With effect, if they find the libraries university, surrounding where already certain concerns with the changes of position on the part of the professionals are observed and, in special, of whom they loan its force of work to serve a community of users well. They are considered then, this research that it makes possible to answer to the following problems: which is the perception that the managers of libraries of the UFC have on its paper as occupying of this position? How the using customers/of the libraries of the UFC understand the role assumed for the managers of these organizations? The general objective of this research was to identify and to analyze the perception that the managers of the university libraries of the UFC possess on the paper that they play in this function making a parallel with the perception of the referring users to its performance. Bibliography is about a research, documentary, of field and exploratÃria.de quantitative nature, using as boarding procedure the funcionalista method and the study of multicase. The collection of data was made by means of questionnaires with scale of opinion based on the measure of Likert. It was diagnosised that the managers had demonstrated to have conscience of the paper who exert in these units, search innovations of the technologies as strategies to improve the attendance to the necessities of the users and for the continuous improvement of the management. Referring to the informacionais abilities, them they are essential so that the managers can play its functions better and offer services of information with quality. With regard to the parallel the perception of the users enters and of the managers on its performance, it had discrepancy in the cotejamento of the answers. The users had designated that little perceives the role played for the managers in its functions. Already the managers very perceive well its performance in the position, with exception of the negotiation capacity

This master thesis deals with service quality monitoring in libraries and it focuses especially on the situation in university libraries. There are foreign tools described in this thesis, namely the American LibQUAL+® which uses user satisfaction surveys, and German Bibliothekxindex which compares libraries according to recieved statistical data. From the Czech environment there is an initiative of the National Library of the Czech Republic described, "Benchmarking of Libraries", which is based on the German Bibliotheksindex but it is not applicable in university libraries. The thesis includes a self made suggestion on how to monitor service quality according to both of the foreign tools which was also applied to a selected university library. The results of this research indicate that these foreign tools are applicable in the Czech Republic and that the selected university library provides services which its users are overall very satisfied with.

Based on two university libraries which represents the academic disciplines humanities and applied arts and design, this bachelor thesis examines how their respective collections of zines are handled in terms of preservation and availability. Furthermore, this bachelor thesis emphasises – by the help of Derrida’s and Cvetkovich’s theories of the archive, Bryant’s ontological realism, Frow’s literary frame and Plate’s new material turn – the need to broaden the view of zines as a physical artefact, and the meaning-bearing properties objects can have in and of itself. By the means of semi-structured interviews with librarians, complete with observations of the collections, this bachelor thesis also examines how different views and definitions of zines can have a substantial influence of how they are handled. This bachelor thesis also suggests that libraries need to take the inherent properties of zines – such as their socialfunctions – into consideration when planning on how to treat their collections.

A thesis submitted to the Faculty of Arts in fulfilment of the requirements for the degree of Doctor of Philosophy in the Department of Library and Information Science at the University of Zululand, South Africa, 2015 / Knowledge management (KM) is increasingly important for university library management and information services. Libraries have excelled in the management of explicit/tangible/recorded knowledge for many years, however, not as much in the management of tacit/intangible knowledge which is assumed to be more difficult to manage. Information and Communication Technologies (ICT) play a crucial role for knowledge management in the academic libraries. Unfortunately, the knowledge of the role of ICT in KM in university libraries is limited generally, and in Nigeria and South Africa in particular. The purpose of the present study was to explore and examine the use of ICTs as tools for the support of KM in selected academic (university) libraries in Nigeria and South Africa. In accomplishing this, eight research objectives that were guided by nine research questions. Finally, three research hypotheses were examined. The research objectives were: establishing how knowledge management is practised by librarians in academic libraries of Nigeria and South Africa; exploring the available ICT facilities, KM tools, and services that can be used for the support of KM in academic libraries in Nigeria and South Africa; determining the extent to which librarians in Nigerian and South African university libraries utilise ICTs to support KM; investigating strategies that would promote the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa; determining and comparing librarians’ knowledge and ICTs skills for the support of KM in academic libraries in Nigeria and South Africa; finding policies that guide the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa; examining the challenges faced in the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa; and recommending a conceptual model of the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa. The study was informed by positivism and the interpretivism research paradigm. The quantitative (survey) and qualitative (interpretive and content analysis) research methods were employed. The population for the study consisted of all professional librarians in the two countries university libraries. The non-probability sampling, grounded on purposive and convenient/accidental sampling techniques, was used to select 171 professional libraries in the six university libraries. The six university libraries in the two countries were University of Ibadan, Federal University of Technology, Delta State University, University of Zululand, University of KwaZulu-Natal and Durban University of Technology). The six university libraries were selected on the basis of first generation universities and university ranking index in Africa, funding and resourcefulness of the institution (University of Ibadan library and University of KwaZulu-Natal library); Technological universities as practically oriented and the availability of facilities (Federal University of Technology library and Durban University of Technology library); as well as rurally based universities, government-owned and growing institutions (Delta State University library and University of Zululand library). The instruments for data collection used were the questionnaire, interview and observation methods. The professional librarians across the sampled university libraries in Nigeria and South Africa were administered 171 copies of structured questionnaires. While six key informants working in the university libraries in the two countries were interviewed. Observation methods were also used to gather information regarding the university libraries environment, physical structure and location, office space (conduciveness), availability and accessibility of computers and other ICT tools, collections (print and electronic resources), shelving space, size and lighting in the office and attitude of staff towards their work while with them. Of the 171 copies of questionnaires administered among the respondents, 132 (77.2%) were returned. The 132 (77.2%) returned consisted of 77 from university libraries in Nigeria, while 55 came from university libraries in South Africa. The 132 copies of returned questionnaire were subjected to statistical analysis of descriptive and inferential statistics. The findings revealed that knowledge management practices (KMPs) involve all library operations, processes and services. There are variations in ICT and KM tools and services among the sampled university libraries as their level of development is not the same. The most available and accessible ICT and KM tools and services vary in terms of jobs undertaken by librarians from one university library to another. Old technologies such as computers, CD-ROMs, scanners, projectors, telephones, printers, and monitors appeared to be the most available and accessible tools across the selected university libraries in the two countries. South African university libraries were better resourced than the Nigerian university libraries in the sample. The availability and accessibility of ICT and KM tools and services appear to be in greater effect, as librarians were able to use them to carry out library operations and other management functions. The university libraries sampled tend to use updated ICTs/KM tools including smart boards, semantic web-tools, information retrieval tools, database management systems, management systems for electronic documents, and management information systems for improved library and information management of the organizations. The use of these tools became necessary as current practices in information services have equally changed. It was established that various strategies have been used to train and foster innovation and growth in the library organizations. These strategies have affected the university libraries organizational culture, work environment, management support systems, librarians’ knowledge, and access to information. In order for librarians to cope with the emerging knowledge and skills levels in information service requirements in university libraries, continuing education and training is necessary. The main challenges that affected the use of ICTs in supporting KM in the sampled university libraries included: inadequate funding; lack of motivation; lack of infrastructure; the loss of LIS practitioners to other professions; language barriers; and the inability to work independently. However, the inadequacy of professional staff was noticed in all cases. It was found that the role(s), for which ICTs play an indispensible tool, in present day library organizations, cannot be overemphasized. ICTs are used to manage knowledge in diverse ways: acquisition, processing, storage, and dissemination of large volumes of information resources, stored in university libraries’ institutional repositories. It can also be used to access and retrieve knowledge from library websites without the need for a physical visitation to the library building. Different strategies have emerged where social networks are used to promote library products and services. Library professionals have equally shifted from being custodians of information and knowledge to facilitators of library resources and services through the attendance of workshops, seminars and conferences. The exposure to workshops, seminars and conferences has enabled librarians to be more knowledgeable and skilled in managing knowledge through the use of ICT tools in the university libraries that were sampled. The study concluded that, knowledge management practices in the academic libraries are diverse, and include the management of both tacit (apprenticeship and mentoring and mentoring of information service providers and training of the library users for effective information access and use, particularly academics who produce new knowledge) and explicit knowledge. ICTs play a major role in the KM activities and processes but re-skilling of both information service providers and the library users is essential at all times in order to counter the rapid changes in information access, service and use of the environment. The challenges that are highlighted in the current study are largely known, however, should be handled boldly and with more immediacy than before. The study recommends the need to create more awareness of KMPs among librarians in academic libraries. The acquisition of new ICTs and KM tools for better access and use of information services should also be intensified. Staff development through formal, informal and continuing education should be supported. The work of university committees that are charged with coordinating, monitoring and evaluating library services should enable the improvement of the library services. The LIS schools have to step up LIS education to meet the current information service requirements in their curriculum. The management body of academic libraries should set up staff member committee to review and evaluate ICT policies on regular basis to meet their demand. Relevant library stakeholders should be involved in KM activities of the library where such bodies do not exist. TAM should be considered for informing ICT access and use for KM in the academic libraries. / Nigerian Tertiary Education Trust Fund (TETFUND)

Ganz allgemein zeigen die Ergebnisse dieser Untersuchung, dass die gegenwärtige Lage der Bibliotheken in staatlichen Universitäten durch extrem geringe Ressourcen für die Bücher-, Zeitschriften und Mediensammlungen und hinsichtlich Ausstattung und Personal gekennzeichnet. Private Universitäten haben diese Probleme in weit geringerem Maße. Unter Studierenden, Lehrenden und Universitätsbeamten ist durchaus die Ansicht verbreitet, dass Universitätsbibliotheken eine entscheidende Rolle in Lehre, Forschung und Studium spielen. Man nimmt allerdings auch zur Kenntnis, dass die Universitätsbibliotheken in Kenia, besonders diejenigen der staatlichen Universitäten, keine wirkungsvollen Dienstleistungen erbringen. Dies hat zur Entwertung ihrer Rolle in der Hochschullandschaft geführt. Die Studie zeigt, dass die moderne Informations- und Kommunikationstechnik in die kenianischen Universitätsbibliotheken Einzug gehalten hat. Doch ist die Entwicklung zum einen durch die Finanzierungslücken behindert worden, sodass Computer nicht angeschafft und Netze nicht aufgebaut werden konnten, zum anderen durch das Fehlen von geschultem EDV-Personal und durch die kümmerliche Telekommunikations-Infrastruktur im Lande. Diese Untersuchung kommt zu dem Ergebnis, dass Maßnahmen erforderlich sind, die Situation der Universitätsbibliotheken in Kenia zu verbessern - dies auch als ein Weg, die Qualität des Universitätsstudiums in Kenia zu steigern. Diese Maßnahmen umfassen zunächst die Aufnahme einer langfristigen Planung auf allen Gebieten bibliothekarischer Arbeit. Zweitens sollten die leitenden Bibliothekare die zentrale Bedeutung der Bibliotheken hervor heben, welche ihnen im Zusammenhang der gesamten Universität zukommt. Um nutzbare Quellen der Information zu bleiben, müssen die Universitätsbibliotheken in Kenia, die moderne Informations- und Kommunikationstechnik einsetzen. Die Anwendung neuer Informations- und Kommunikationstechnik kann den Bibliothekaren an den Universitäten helfen, besseren Zugang zu örtlichen und zu globalen Informationen zu schaffen, zum Beispiel durch elektronische Media und Internetzugang. / This study argues that the provision of library services in Kenyan public universities is characterised by extremely inadequate resources in terms of funds, information materials, equipment and staff. Private university libraries experience these problems albeit to a lesser degree. Although there is widespread opinion among students, lecturers as well as university administrators that university libraries play a critical role in the teaching, research, and learning activities, there is also awareness that university libraries in Kenya, especially those in public universities are not effectively providing services which has limited their role in research and learning in the university. Finally, modern information and communication technology is being incorporated in the management of university libraries in Kenya. However, this trend has been hindered by first, lack of funds to purchase equipment such as computers and set up networks, secondly by lack of skilled personnel in information technology, and finally by poor telecommunications infrastructure in the country. There is therefore need for adoption of strategic planning in all areas of library management and to remain viable sources of information, university libraries in Kenya have to make use modern information and communication technology. This will enable university libraries to facilitate better access to local and global information for example through electronic and internet media.

Reorganization efforts within colleges and universities are increasingly considered as institutions look for ways to streamline operations for financial cost savings or competitive advantage. The purpose of this study was to assess a particular change effort in a university library which took place between August, 1996 and July, 1997. A team was formed to manage the change effort, and an outside consultant was hired to facilitate the process and guide the team. Stufflebeam's evaluation model was used as a conceptual framework to evaluate the entire process which included a particular change management model brought in by the consultant. The entire change effort was described by the author as a participating member of the team and assessed by gathering feedback from team members, library staff members affected by the effort, and members of the library administration.

The purpose of the thesis is to investigate planning processes for academic library buildings and the outcomes of such processes. This is accomplished through a case study utilising discourse analysis. The main question is: How is a vision of an academic library implemented in and through a building? The case study is retrospective and focused on the building of a newlibrary at Kalmar University, Sweden, at the end of the 1990s. During this period, technological and educational developments and general societal change transformed the context of library planning and made way for renegotiations of the librarian profession.A critical realist approach characterises the study of visions, processes and the analysis of the various functions of the building. Results reveal the proactive nature of the activities of thelibrary director in Kalmar. Early in the process he formulated a vision in which he presents the library as an information resource, a meeting place between different user groups and a workplace intended to promote learning and knowledge. From a professional point of view, the vision implied a dehierarchisation of relations both within the library staff and between library staff and visitors. The vision was based on an interpretation of Swedish national educational policy, and architecturally manifested by an ambition to reduce the physical and psychologicalboundaries between library staff and visitors. The early formulation of the visiontogether with the clients’ use of architectural expertise facilitated the choice of architects.However during the process a need arose to anchor the decision in the library field. Efforts were made to address library expertise and to collect user comments from a broader academic field. Discourses concerning the university library as a workplace and a meeting place wereespecially evident in the strategies of the leading agents. The discourses uncovered in the study correspond to more general discourses which became prominent in society and higher education during the period in question. The library itself has met growing appreciation by users both from within and outside the university.The proactive leadership demonstrated by the library director in Kalmar was based on hegemony rather than coercion. This corresponds to contemporary tendencies. Hegemonic consent may persist even after changes in leadership. In Kalmar however, architectural solutions with insufficient support from the library staff have been reconstructed after changes in leadership.Future research on architectural planning processes may pay further attention to different discursive resources, social fields and the positions within them. / Akademisk avhandling som med tillstånd av samhällsvetenskapliga fakulteten vid Göteborgs universitet för vinnande av doktorsexamen framläggs till offentlig granskning klockan 13.15 fredagen den 4 december 2009 i sal D207, Högskolan i Borås, Allégatan 1

O tema central dessa pesquisa é a avaliação da qualidade dos serviços de informação. Seu objeto de estudo delimita-se à necessidade de entendimento dos processos de avaliação dos serviços das bibliotecas universitárias brasileiras. Como problemática da dissertação, tem-se que as avaliações compulsórias governamentais do ensino superior não são satisfatórias no sentido de demonstrar a real contribuição das bibliotecas universitárias para a qualidade do ensino superior brasileiro e que, para tanto, deveriam ter suas metodologias revistas por profissionais e instituições ligados às bibliotecas. Dessa forma, buscou-se entender os objetivos das avaliações de bibliotecas, e chegou-se à conclusão de que um conjunto avaliativo e não apenas uma ou outra metodologia deva ser considerada para avaliar a qualidade das bibliotecas universitárias. Propõe-se um somatório de avaliação objetiva, aquela em que são considerados dados coletados a partir de relatórios gerenciais, e subjetiva, cujos dados são advindos da opinião dos clientes sobre os serviços prestados. Tendo em conta outros estudos em desenvolvimento no Brasil a respeito das avaliações objetivas, optou-se por enfocar a avaliação subjetiva das bibliotecas, trazendo à discussão a importância das avaliações de qualidade nas bibliotecas universitárias a partir da percepção de seus clientes, destacando e apresentando uma metodologia específica, o LibQUAL+®, por meio de estudo de caso realizado nas bibliotecas da Texas A&M University. Dentre os procedimentos metodológicos adotados, destaca-se a utilização de pesquisa bibliográfica e documental, por meio das quais foram realizados o levantamento e análise das fontes bibliográficas para a estruturação do referencial teórico e estudo de caso. Como procedimentos para esta etapa da pesquisa, foram consultadas bases de dados internacionais para o levantamento de artigos, além de livros, legislação, artigos de eventos científicos e teses. Como resultado da análise crítica da metodologia LibQUAL+® somada ao estudo de caso, apresentam-se as perspectivas de aplicação da mesma em bibliotecas universitárias brasileiras. Dentre essas perspectivas, destaca-se a possibilidade de inclusão da metodologia em um conjunto avaliativo das bibliotecas universitárias nas avaliações do ensino superior brasileiro, a possibilidade de geração de estatística nacional de bibliotecas universitárias até hoje inexistente no Brasil, o benchmarking a partir da identificação das melhores práticas, a possibilidade de estabelecimento de um melhor relacionamento biblioteca-cliente, uma gestão mais profissional, utilizando a avaliação como ferramenta de planejamento e de tomada de decisão baseada em evidências, visando aprimorar a excelência de seus serviços e produtos e evidenciar seu valor e o impacto de sua atuação junto à comunidade a que atende. Tudo isso, graças à convergência com outras práticas gerenciais, como a qualidade, a gestão do conhecimento e o marketing. / The central thematic of this research is the quality assessment of information services. Its object is delimited by the need to understand the evaluating process of the Brazilian university libraries services. The thesis issue deals with higher education governmental compulsory evaluations and how they are not satisfactory in order to demonstrate the real contribution of university libraries to the quality of higher education in Brazil, and that they, in order to achieve such objective, should have their methodologies reviewed by professionals and institutions related to the libraries. In this manner, it intended to understand the objectives of library evaluations, concluding that a set of evaluative assessments and not just one or another method should be used ir order to assess the university libraries quality. A sum of objective - data collected from management reports - and subjective evaluation - data obtained from the customers opinion about the services provided to them. Taking into account other studies about objective evaluations developed in Brazil, this study focus on the subjective library evaluations, bringing to the discussion the importance of university libraries\"s quality evaluations from the perception of their customers, highlighting and presenting a specific methodology, the LibQUAL+®, through a case study in the libraries at Texas A&M University. Among the methodological procedures, it highlights the use of literature and documents, through which a survey and bibliographic sources analisys were conducted in order to structure the theoretical analisys and the case study. As procedures for this stage of the research, international databases were consulted to search articles, and books, legislation, scientific articles, events and dissertations. As a result of the review of the methodology LibQUAL+® and the case study, it presents the perspectives of its application in Brazilian university libraries. Among these perspectives the possibility of inclusion of the methodology on a set of evaluative assessments of university libraries in Brazil, the possibility of generating a national statistics of university libraries which is still lacking in Brazil, the establishment of a benchmarking process based on the identification of best practices, the possibility of establishing a better relationship between customer and library, a more professional management, using the evaluation as a tool for planning and decision-making based on evidence, aiming to improve the excellence of its services and products and to demonstrate its value and impact to the community it serves stand out. All this, thanks to the convergence with other management practices, such as quality, knowledge management and marketing.

nÃo hà / O uso das tecnologias eletrÃnicas e digitais de informaÃÃo e de comunicaÃÃo à uma constataÃÃo, tanto no contexto individual, como coletivo e, igualmente das organizaÃÃes educacionais, industriais e comerciais, sejam elas pÃblicas ou particulares. No ambiente das bibliotecas de um modo geral e nas universitÃrias em particular, tambÃm nÃo à diferente, cada vez mais essas organizaÃÃes incorporam tais tecnologias na elaboraÃÃo de seus produtos e na execuÃÃo de seus serviÃos, visando atender melhor aos seus usuÃrios/clientes internos e externos. Contudo, em nossas observaÃÃes empÃricas verificamos que, embora essas tecnologias faÃam parte do cotidiano dessas instituiÃÃes, mesmo assim, encontramos pouquÃssimos trabalhos abordando a sua avaliaÃÃo e, menos ainda relacionadas ao uso de relatÃrios pelos gestores. à nesse sentido que esta pesquisa se insere e tem o seguinte questionamento: Qual à a contribuiÃÃo das informaÃÃes produzidas pelos MÃdulos do Sistema Pergamum para as tomadas de decisÃes dos gestores no Ãmbito das polÃticas de desenvolvimento de acervos do Sistema de Bibliotecas da UFC? Isto posto, definimos como objetivo geral investigar a contribuiÃÃo das informaÃÃes produzidas pelos MÃdulos do Sistema Pergamum no processo gerencial do sistema de biblioteca da UFC no que respeita a tomada de decisÃo por parte dos gestores dessas bibliotecas, quanto ao processo de gerenciamento dos critÃrios da polÃtica de desenvolvimento do acervo. A pesquisa utiliza-se do mÃtodo funcionalista que busca explicar aspectos estudados em termos de funÃÃes realizadas pelas instituiÃÃes e suas consequÃncias para a comunidade envolvida. Trata-se de estudo de caso, sendo o lÃcus da pesquisa empÃrica o Sistema de Bibliotecas da Universidade Federal do CearÃ, cujo universo à constituÃdo pelos gestores das Bibliotecas que fazem parte desse sistema, que estÃo envolvidos com a polÃtica de desenvolvimento de acervos. Desse modo, foram investigadas todas as 17 bibliotecas setoriais dessa universidade, sendo que os dados foram coletados por meio de um questionÃrio contemplando questÃes relativas ao uso das tecnologias na gestÃo da polÃtica de desenvolvimento dos acervos. Os resultados do estudo confirmam que, com exceÃÃo de dois gestores, os demais utilizam as informaÃÃes que os MÃdulos do Sistema Pergamum oferecem para o gerenciamento do sistema como um todo e, particularmente, no que diz respeito Ãs PolÃticas de Desenvolvimento do Acervo. TambÃm ficou evidente que, como toda ferramenta dinÃmica, os MÃdulos do Sistema Pergamum demandam aperfeiÃoamento e melhoramentos constantes e atualizaÃÃes para atender Ãs necessidades da instituiÃÃo, propiciando uma participaÃÃo cada vez maior da comunidade universitÃria, otimizando os recursos e possibilitando uma melhor aquisiÃÃo, distribuiÃÃo e utilizaÃÃo do acervo. Considera-se que os objetivos propostos foram 8 atingidos no que respeita à contribuiÃÃo do Sistema Pergamum para o gerenciamento das PolÃticas de Desenvolvimento de ColeÃÃes do Sistema de Bibliotecas da UFC. / The use of electronic technologies and digital information and communication is a fact, both within individual and collective, and also the educational, industrial and commercial, whether public or private. In general, the libraries and the universities indoors particularly, is not different, increasingly these organizations incorporate such technologies in developing its products and the performance of its services in order to better serve its users / customers internal and external. However, in our empirical observations we found that although these technologies are part of the daily life of these institutions, but we found few studies about evaluation and even less related to the use of reports by managers. That is why this research is part and has the following question: What is the contribution of the information produced by the system modules Pergamum for decision making of managers in the context of development policies of the collections of the library system of the UFC? In this sense, defined as main objective to investigate the contribution of information produced by the modules of the system management process in Pergamum library system of UFC with respect to decision making by managers of these libraries, the management process of policy criteria development of the acquis. The research makes use of the functionalist approach that seeks to explain aspects studied in terms of functions performed by the institutions and their consequences for the community involved. This is a case study, being the locus of the empirical research library system, Federal University of CearÃ, whose universe consists of the managers of libraries that are part of this system are involved in collections development policy. After, we investigated all 17 libraries in the university sector and the data were collected through a questionnaire covering issues relating to the use of technology for the management of development policy of the collections. The study results confirm that, except for two managers, others use the information that the System Modules Pergamum offer to manage the system as a whole and particularly in respect of the Collection Development Policy. It also became clear that, like all dynamic tool, the system modules Pergamum demand improvement and constant improvements and upgrades to meet the needs of the institution, providing an increased participation of the university community, optimizing resources and enabling better procurement, distribution and use of the collection. It is considered that the proposed objectives were achieved as regards the contribution of Pergamum system for management of collection development policies of the Library System of the UFC.

O tema central dessa pesquisa é a avaliação da qualidade dos serviços de informação. Seu objeto de estudo delimita-se à necessidade de entendimento dos processos de avaliação dos serviços das bibliotecas universitárias brasileiras. Como problemática da dissertação, tem-se que as avaliações compulsórias governamentais do ensino superior não são satisfatórias no sentido de demonstrar a real contribuição das bibliotecas universitárias para a qualidade do ensino superior brasileiro e que, para tanto, deveriam ter suas metodologias revistas por profissionais e instituições ligados às bibliotecas. Dessa forma, buscou-se entender os objetivos das avaliações de bibliotecas, e chegou-se à conclusão de que um conjunto avaliativo e não apenas uma ou outra metodologia deva ser considerada para avaliar a qualidade das bibliotecas universitárias. Propõe-se um somatório de avaliação objetiva, aquela em que são considerados dados coletados a partir de relatórios gerenciais, e subjetiva, cujos dados são advindos da opinião dos clientes sobre os serviços prestados. Tendo em conta outros estudos em desenvolvimento no Brasil a respeito das avaliações objetivas, optou-se por enfocar a avaliação subjetiva das bibliotecas, trazendo à discussão a importância das avaliações de qualidade nas bibliotecas universitárias a partir da percepção de seus clientes, destacando e apresentando uma metodologia específica, o LibQUAL+®, por meio de estudo de caso realizado nas bibliotecas da Texas A&M University. Dentre os procedimentos metodológicos adotados, destaca-se a utilização de pesquisa bibliográfica e documental, por meio das quais foram realizados o levantamento e análise das fontes bibliográficas para a estruturação do referencial teórico e estudo de caso. Como procedimentos para esta etapa da pesquisa, foram consultadas bases de dados internacionais para o levantamento de artigos, além de livros, legislação, artigos de eventos científicos e teses. Como resultado da análise crítica da metodologia LibQUAL+® somada ao estudo de caso, apresentam-se as perspectivas de aplicação da mesma em bibliotecas universitárias brasileiras. Dentre essas perspectivas, destaca-se a possibilidade de inclusão da metodologia em um conjunto avaliativo das bibliotecas universitárias nas avaliações do ensino superior brasileiro, a possibilidade de geração de estatística nacional de bibliotecas universitárias até hoje inexistente no Brasil, o benchmarking a partir da identificação das melhores práticas, a possibilidade de estabelecimento de um melhor relacionamento biblioteca-cliente, uma gestão mais profissional, utilizando a avaliação como ferramenta de planejamento e de tomada de decisão baseada em evidências, visando aprimorar a excelência de seus serviços e produtos e evidenciar seu valor e o impacto de sua atuação junto à comunidade a que atende. Tudo isso, graças à convergência com outras práticas gerenciais, como a qualidade, a gestão do conhecimento e o marketing. / The central thematic of this research is the quality assessment of information services. Its object is delimited by the need to understand the evaluating process of the Brazilian university libraries services. The thesis issue deals with higher education governmental compulsory evaluations and how they are not satisfactory in order to demonstrate the real contribution of university libraries to the quality of higher education in Brazil, and that they, in order to achieve such objective, should have their methodologies reviewed by professionals and institutions related to the libraries. In this manner, it intended to understand the objectives of library evaluations, concluding that a set of evaluative assessments and not just one or another method should be used ir order to assess the university libraries quality. A sum of objective - data collected from management reports - and subjective evaluation - data obtained from the customers opinion about the services provided to them. Taking into account other studies about objective evaluations developed in Brazil, this study focus on the subjective library evaluations, bringing to the discussion the importance of university libraries\"s quality evaluations from the perception of their customers, highlighting and presenting a specific methodology, the LibQUAL+®, through a case study in the libraries at Texas A&M University. Among the methodological procedures, it highlights the use of literature and documents, through which a survey and bibliographic sources analisys were conducted in order to structure the theoretical analisys and the case study. As procedures for this stage of the research, international databases were consulted to search articles, and books, legislation, scientific articles, events and dissertations. As a result of the review of the methodology LibQUAL+® and the case study, it presents the perspectives of its application in Brazilian university libraries. Among these perspectives the possibility of inclusion of the methodology on a set of evaluative assessments of university libraries in Brazil, the possibility of generating a national statistics of university libraries which is still lacking in Brazil, the establishment of a benchmarking process based on the identification of best practices, the possibility of establishing a better relationship between customer and library, a more professional management, using the evaluation as a tool for planning and decision-making based on evidence, aiming to improve the excellence of its services and products and to demonstrate its value and impact to the community it serves stand out. All this, thanks to the convergence with other management practices, such as quality, knowledge management and marketing.