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National Repository of Grey Literature

43 records found  1 - 10  jump to record:

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	Beyond Academic Support: using a CRM System to Enhance the Value of Academic Services and Improve Internal Training Chodounská, Alena ; Ryzhkov, Alexey This case study from National Library of Technology in Prague describes the use of customer relation management (CRM) software by the User Support Team in order to keep a record of provided academic support services provided and—most importantly—to ensure continuous improvement and appropriate analysis of these services. The CRM system helps to identify gaps in student support services, and inspires the development of new services. It is also used to enhance peer-to-peer personal knowledge exchange within the team. Last but not least, the essence and value of our support has been “materialized” in the form of the CRM system and can be easily communicated with our stakeholders. Fulltext: PDF Detailed record
	EFI 2017 Conference: Panel 2: Technical, operational and administrative aspects Řehák, Tomáš ; Profant, Ondřej ; Kocourek, Pavel ; Svoboda, Martin ; Horová, Iva ; Pokorný, Jan ; Koch, Ondřej Video: MP4 Detailed record
	EFI 2017 Conference: Panel 1: Academic Aspects Svoboda, Martin ; Dibuszová, Eva ; Skenderija, Sasha ; Nič, Miloslav ; Pospíšil, Milan ; Hostomský, Zdeněk Video: MP4 Detailed record
	EFI 2018 Conference: fifth year of sustainability; NTK as... Národní technická knihovna ; Dibuszová, Eva ; Svoboda, Martin Fulltext: idr-1344_1 - PDF Video: idr-1344_2 - MP4 Detailed record
	Reimagining academic library user experience: Using mystery shopping to inform service decisionmaking at the Czech National Library of Technology Orlová, Jana ; Pavelová, Alena This paper describes how the Czech National Library of Technology (NTK) performed mystery shopping (MS), a technique borrowed from the commercial services sector, as a tool for informing its service decisions and offerings, both virtual and in-person. The methodologies used for two rounds of MS, one in 2014 and another in 2015, are described, and findings and interpretation of feedback in relation to actual NTK service modifications are presented. Slides: PDF Detailed record
	New concept of education at NTK Horová, Iva The presentation describes new principles and direction in the education of National Library of Technology, both for internal staff and for professionals. Slides: idr-1085_2 - PDF Video: idr-1085_1 - MP4 Detailed record
	The Library Council of NTK Jirát, Jan Video: MP4 Detailed record
	Elsevier eBooks Evidence Based Selection (EBS) in National Library of Technology Motejlková, Anna Slides: PDF Detailed record
	Mobile application of National Library of Technology Hvězdová, Lenka Slides: PDF Detailed record
	Evaluation of Mystery Shopping in National Library of Technology 2015 Pavelová, Alena ; Orlová, Jana ; Chodounská, Alena ; Jindráková, Edita ; Kiknavelidze, Sandro ; Hrabovská, Tereza V posledních letech knihovny po celém světě využívají metody ověřování kvality služeb formou tzv. mystery shoppingu. Národní technická knihovna se již podruhé rozhodla zvolit tento průzkum pro získání dat k evaluaci a rozvoji poskytovaných služeb. První testování knihovny proběhlo v roce 2014 a poskytlo teoretický i praktický základ pro přípravu průzkumu v roce 2015. Díky výsledkům z předešlého roku jsme mohli porovnat, zda došlo k úspěšnému zavedení doporučení z prvního mystery shoppingu. V roce 2015 bylo hodnocení více zaměřeno na samotné služby (otázky byly velmi specifické a šly více do hloubky oproti roku 2014). Vzhledem k tomu nebylo zcela možné srovnání všech výsledků z roku 2015 s rokem 2014. I v tomto roce byla na základě výstupů připravena SWOT analýza a sepsán soubor doporučení, který byl předán odpovědným oddělením. Z průzkumu vzešla také řada metodologických doporučení pro příští roky. Fulltext: PDF; PDF; PDF Detailed record

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