Matt Cunningham (User Services Manager on left) and Dr Graham Walton (Assistant Director Academic and User Services on right) were happy to receive copies of the recently published book “Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision”.
Matt wrote a chapter about using Investors in People and Customer Services Excellence and Graham considered how quality is measured in the Library building. Graham has contributed to and edited a number of books in the past, but this was Matt’s first book contribution. Looking at the overall book Matt comments:
“It is really pleasing that external experts in the field have asked Graham and me to contribute to this book as it recognises the emphasis Loughborough places on customer service standards and how the Library building is developed and shows that we have a positive message about the way we have developed these areas over a number of years at the University Library. Writing my chapter was a great way to review and critically evaluate what we have achieved over the last ten years.”