Articulation and Implementation of Information Resources Service Standards

10/9/98


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Table of Contents

Articulation and Implementation of Information Resources Service Standards

Agenda

The Context

Information Resources: Newly merged organization

PPT Slide

Client Services

Technology Management Services

Information Management Services

Purpose of Service Standards

Government Service Standards

PPT Slide

Process of Developing Standards

Process of Developing Standards

Service Matrix Example

Ground Rules

Ground Rules (cont)

Picking the “41”

IR Commitment to Excellence

Service Standards

General Services

Information Commons

Client Assistance Services

Computing and Communication Systems (continued)

Electronic Information and Library Collections

Classrooms, Media, Duplication, and Report Services

Staff and Client Reaction

Cover Memo to Faculty and Staff

Next Steps in the Process

Plans for Future

Critique

Measurement Problems (aka Weasel wording)

Discussion Areas

Author: Dr. T. J. Foley

Email: tjf0@lehigh.edu

Home Page: http://www.lehigh.edu/~tjf0/