Erfolgreiche medienpädagogische Projekte und gelungene kulturelle Aktionen sind meist Ergebnis einer fruchtbaren Kooperation. In der Bibliotheksarbeit mit Kindern und Jugendlichen sind andere Bildungs-, Kultur- und Freizeiteinrichtungen als kompetente und aktive Partner gefragter denn je. Um gemeinsame Ziele zu erreichen, gilt es heutzutage, Ressourcen zu bündeln und Aufgaben zu teilen. Unter diesen Prämissen entstand im vergangenen Jahr die Idee für ein neues Kooperationsprojekt mit der Fortis-Akademie. Das Leitsystem für das Medienangebot in der Jugendszene war optisch und inhaltlich „in die Jahre gekommen“. Die Neugestaltung sollte möglichst von der Zielgruppe selbst, also von Jugendlichen oder jungen Erwachsenen inspiriert und umgesetzt werden. [...]

A dissertation submitted in partial fulfilment of the Degree of Master of Library and Information Science (MLIS), in the Faculty of Arts at the University of Zululand, 2004. / The study defined customer care as an activity that allows customers to make direct contact with an organization to pass comments on products and their use. It also observed customer care as a customer service that seeks to acquire new customers, provide superior customer satisfaction, and build customer loyalty. The aim of the study was to investigate customer care strategies and services in academic libraries in tertiary institutions in KwaZulu-Natal. Two research assumptions were made. Firstly, it is assumed that academic libraries in South Africa do not have operational customer care strategies and services in place. Secondly, there is a relationship between poor information use and customer service and lack of customer care strategies and services in academic libraries in tertiary institutions. The study targeted 401 respondents, 307 students and 79 academic staff as well as 15 library staff. The study applied both quantitative and qualitative approaches and the population targeted was sampled by the use of stratified random sampling techniques. Three hundred and eighty six (386) questionnaires were distributed to both academics and students while interviews were conducted with the library management or unit and committee responsible for customer care. Statistical Package for Social Sciences (SPSS) was used to analyze data from academic staff and students. This software was selected because it is a user friendly data management and analysis package that can perform a variety of data analysis tests and presentation functions. Additionally, Microsoft Excel was used to analyze data collected from the library staff respondents. The study focused mainly on the problem areas, which depicts customer care policy and structures, customer care products and services, conducting of customer care, satisfaction of customers and strategies of customer care. It was discovered that some academic libraries do not have a formal policy on customer care in place. However, respondents were aware of and familiar with customer care policies in their libraries. Additionally, awareness and familiarity with information products and services was found to be known among library users. Furthermore, it was found that academic libraries do not have proper methods and strategies of customer care. Even those strategies that exist, are unknown among library users. It was further drawn out that library users are satisfied with information resources offered by their libraries. The study therefore, recommends that academic libraries should have a unit/person and committee responsible for customer care in place. In addition to that, library staff should attend workshops on customer care, to get formal training on how to deal with customers. It was observed that proper strategies and methods of conducting customer care must be implemented.

Rapid changes in the economic and world order have made it imperative for university libraries to make a paradigm shift from prestige collection building to a marketing philosophy as their strategic directive. This philosophy would direct university libraries towards decision making around customers' real needs and preferences, aligning organisational competencies and processes with these needs, resulting in more effective service delivery. Changes in the world order, economics and marketing as a philosophy are presented on a time line, revealing the influence developments in technology and the Internet have brought about. Various views on the influence of these changes in the world order are presented. Marketing in service organisations is encapsulated in a service marketing triangle. Competitive advantage for the university library should be achieved if the internal processes of the library are analysed in the context of a value chain. A proposed marketing model has been presented to direct strategic thinking in the university library. / Information Science / M. Inf.

Rapid changes in the economic and world order have made it imperative for university libraries to make a paradigm shift from prestige collection building to a marketing philosophy as their strategic directive. This philosophy would direct university libraries towards decision making around customers' real needs and preferences, aligning organisational competencies and processes with these needs, resulting in more effective service delivery. Changes in the world order, economics and marketing as a philosophy are presented on a time line, revealing the influence developments in technology and the Internet have brought about. Various views on the influence of these changes in the world order are presented. Marketing in service organisations is encapsulated in a service marketing triangle. Competitive advantage for the university library should be achieved if the internal processes of the library are analysed in the context of a value chain. A proposed marketing model has been presented to direct strategic thinking in the university library. / Information Science / M. Inf.

Programa AlÃan de bolsas de estudo de alto nÃvel destinado à AmÃrica Latina / Este trabalho aborda as Bibliotecas PÃblicas em Portugal e sua relaÃÃo com os utilizadores idosos, revisando o papel socioinformacional das Bibliotecas PÃblicas, baseado nos princÃpios universais decretados pela UNESCO, bem como a escassez das polÃticas pÃblicas voltadas para a populaÃÃo idosa. A anÃlise dos serviÃos prestados pelas bibliotecas possibilitou identificar que nÃo existe, por parte destas, uma actuaÃÃo efectiva junto aos utilizadores idosos, certificando a necessidade de implantaÃÃo de uma acÃÃo planeada a nÃvel nacional e em conjunto, liderada por ÃrgÃos ligados Ãs bibliotecas. O resultado dessa acÃÃo nacional resultaria na mudanÃa de cenÃrio de passividade das bibliotecas pÃblicas em relaÃÃo ao utilizador idoso. O desenvolvimento da pesquisa dÃ-se a partir da contextualizaÃÃo das Bibliotecas e seu processo histÃrico evolutivo, relatando a evoluÃÃo conceitual de biblioteca, incluindo seu novo papel como agente de infoinclusÃo. Relata as polÃticas pÃblicas de infoinclusÃo em Portugal e o processo de implantaÃÃo da Rede de Bibliotecas PÃblicas. O diagnÃstico da situaÃÃo existente hoje nas Bibliotecas PÃblicas portuguesas e sua relaÃÃo com o utilizador idoso foi obtido atravÃs da aplicaÃÃo de inquÃrito direccionado Ãs bibliotecas pÃblicas. Focalizou-se tambÃm num estudo de caso prÃtico na Biblioteca Municipal Almeida Garrett e conheceu a visÃo do idoso e sua relaÃÃo com a biblioteca, atravÃs de aplicaÃÃo de inquÃrito. Apontam-se propostas para implementaÃÃo de polÃticas de infoinclusÃo voltadas para o utilizador idoso e indicam-se as medidas que deverÃo ser realizadas, visando alcanÃar o Ãxito no trabalho com idosos em bibliotecas. / This work focuses on Public Libraries and their relationship with aged users, reviewing the social and informational role of those libraries, based on the universal principles established by UNESCO, as well as the lack of public polices devoted to old population. The analysis of the services provided by the libraries enabled to conclude that doesnât exist, from their side, an effective action directed to aged users, and that it is necessary to implement a planned action at national level, with the leadership of the organic sectors connected to libraries. The result of such national action would promote a change in the passive scenario played by public libraries in relation to the aged user. The development of this research started from a contextualization of Libraries and their historical and evolutive process, describing the library conceptual evolution, including its new role as info-inclusion agent. It describes also the public policies of info-inclusion in Portugal and the implementation process of the Public Libraries Network. The diagnosis of the existing situation in the Portuguese Public Libraries today and their relationship with the aged user has been accomplished through a survey sent to the public libraries. It focused also in a practical case study on the Biblioteca Municipal Almeida Garrett and reached to the knowledge of the aged user vision and its relationship with the library, also through a survey. Finally there are indicated some proposals in order to the implementation of info-inclusion policies devoted to the aged user and there are mentioned the measures that shall be undertaken for a successful work with aged users inside the libraries.