title: Assessment of Service Desk Quality at an Academic Health Sciences Library.
abstract: Due to an identified need for formal assessment, a small team of librarians designed and administered a survey to gauge the quality of customer service at their academic health sciences library. Though results did not drive major changes to services, several important improvements were implemented and a process was established to serve as a foundation for future use. This article details the assessment process used and lessons learned during the project.
authors.affiliation: a Ruth Lilly Medical Library , Indiana University School of Medicine , Indianapolis , Indiana , USA.
authors.forename: Amy E
authors.initials: AE
authors.lastname: Blevins
authors.affiliation: b Hardin Library for the Health Sciences , University of Iowa , Iowa City , Iowa , USA.
authors.forename: Jennifer
authors.initials: J
authors.lastname: DeBerg
authors.affiliation: b Hardin Library for the Health Sciences , University of Iowa , Iowa City , Iowa , USA.
authors.forename: Elizabeth
authors.initials: E
authors.lastname: Kiscaden
mesh_terms: D007255:Information Services / Q000592:standards*; D016245:Librarians; D007993:Libraries, Medical; D007998:Library Science; D007999:Library Services
keywords: Academic health sciences libraries; assessment; quality of service; service desks