PUBLICATIONS & RESEARCH
PUBLICATIONS:
Stein, Joan, "Upward Appraisal: a tool for the continuous improvement of library managers' skills". Paper presented at the First Northumbria International Conference on Performance Measurement in Libraries and Information Services, Longhirst Hall, Morpeth: August 30 - September 4, 1995. Published in: Proceedings of the First Northumbria International Conference on Performance Measurement in Libraries and Information Services, Newcastle upon Tyne: Information North, 1995, pp. 241 - 254.
Stein, Joan and Rachael Naismith, "Library Jargon: Student Comprehension of Technical Language used by Librarians", College & Research Libraries, September, 1989, pp. 543 - 552.
AWARDS:
Co-recipient of the K.G. Saur Award for Best College & Research Libraries Article, 1990, for the above cited article.
RESEARCH INTERESTS:
user-based qualitative performance measures for library services; excellent customer service in libraries; measures of user satisfaction; meeting management techniques; quality improvement training and implementation.
CURRENT RESEARCH:
SERVQUAL survey of interlibrary loan customers at Carnegie Mellon University Libraries. The SERVQUAL is a survey instrument used to measure service quality, defined as the difference between customers expectations of the service and their perceptions of actual service received. The results of the study will be used to inform the redesign of the ILL Department's mission, goals, policies, and procedures. The results will also form the basis for an upcoming conference presentation in the summer of 1997.
This page maintained by Joan Stein
Head, Resource Sharing
Hunt Library
Carnegie Mellon University
Pittsburgh, PA 15213
© March 1997