THE DEVELOPING OF LIBRARY SERVICES : Case: Eurajoki library
Puonti, Terhi (2015)
Puonti, Terhi
Satakunnan ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015060312273
https://urn.fi/URN:NBN:fi:amk-2015060312273
Tiivistelmä
This study was done to research public library services and service improvement and development. The purpose of the research was to find out ways how Eurajoki municipality could improve and develop its library services, in order to meet the needs of the current and future users of the library. The aim was to give suggestions for improvement and development based on user interviews and benchmarking. The thesis was commissioned by Eurajoki library.
The theoretical part of the study relies on professional literature on the relevant and current topics, found by reading books, articles and websites. This part discusses the concepts of services, service quality, service development, library services and library service development.
The empirical part of the study included two researches, that were conducted using qualitative research methods; theme interviews were chosen for benchmarking and semi-structured interviews for the library user interviews. The current state of the library services was first identified as a result of the user interviews. Development suggestions were then sought by hearing the users' opinions and by benchmarking the library services to the best practices. In this case the benchmarks involved three other municipalities, that have built a new library and developed or improved their library services during the recent years. By utilising the results of benchmarking and user interviews, suggestions for service improvement and development were then made.
The results of the study, the suggestions for service improvement and development are presented at the end of the thesis. The suggestions for improvement included issues concerning for example the opening hours, technology, extending of material and so on. As a conclusion it can be stated that the library can develop its services by maintaining and building upon its strengths, stopping its weaknesses, exploiting the opportunities and defending against the threats identified.
The theoretical part of the study relies on professional literature on the relevant and current topics, found by reading books, articles and websites. This part discusses the concepts of services, service quality, service development, library services and library service development.
The empirical part of the study included two researches, that were conducted using qualitative research methods; theme interviews were chosen for benchmarking and semi-structured interviews for the library user interviews. The current state of the library services was first identified as a result of the user interviews. Development suggestions were then sought by hearing the users' opinions and by benchmarking the library services to the best practices. In this case the benchmarks involved three other municipalities, that have built a new library and developed or improved their library services during the recent years. By utilising the results of benchmarking and user interviews, suggestions for service improvement and development were then made.
The results of the study, the suggestions for service improvement and development are presented at the end of the thesis. The suggestions for improvement included issues concerning for example the opening hours, technology, extending of material and so on. As a conclusion it can be stated that the library can develop its services by maintaining and building upon its strengths, stopping its weaknesses, exploiting the opportunities and defending against the threats identified.