{"title":"Peter Hernon","description":null,"products":[{"product_id":"great-rescue-book-peter-hernon-9780062433862","title":"The Great Rescue","description":"Published in commemoration of the centennial of America's entry into World War I, the story of the USS Leviathan, the legendary liner turned warship that ferried U.S. soldiers to Europe-a unique war history that offers a fresh, compelling look at this epic time.  When war broke out in Europe in August 1914, the new German luxury ocean liner SS Vaterland was interned in New York Harbor, where it remained docked for nearly three years-until the United States officially entered the fight to turn the tide of the war. Seized by authorities for the U.S. Navy once war was declared in April 2017, the liner was renamed the USS Leviathan by President Woodrow Wilson, and converted into an armed troop carrier that transported thousands of American Expeditionary Forces to the battlefields of France.  For German U-Boats hunting Allied ships in the treacherous waters of the Atlantic, no target was as prized as the Leviathan, carrying more than 10,000 Doughboys per crossing. But the Germans were not the only deadly force threatening the ship and its passengers.\nIn 1918, a devastating influenza pandemic-the Spanish flu-spread throughout the globe, predominantly striking healthy young adults, including soldiers.  Peter Hernon tells the ship's story across multiple voyages and through the experiences of a diverse cast of participants, including the ship's captain, Henry Bryan; General John Pershing, commander of the American Expeditionary Force; Congressman Royal Johnson, who voted against the war but enlisted once the resolution passed; Freddie Stowers, a young black South Carolinian whose heroism was ignored because of his race; Irvin Cobb, a star war reporter for the Saturday Evening Post; and Elizabeth Weaver, an army nurse who saw the war's horrors firsthand; as well as a host of famous supporting characters, including a young Franklin Delano Roosevelt.  Thoroughly researched, dramatic, and fast-paced, The Great Rescue is a unique look at the Great War and the diverse lives it touched.","brand":"WoB","offers":[{"title":"GB \/ GOOD \/ INTERNAL","offer_id":49622682140945,"sku":"GOR013575563","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":49915850522897,"sku":"CIN0062433865G","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":51153964499217,"sku":"GOR014188569","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":51324690727185,"sku":"CIN0062433865VG","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0062433865.jpg?v=1794049380"},{"product_id":"8-4-book-peter-hernon-9780515127133","title":"8.4","description":"A journalist with seismic expertise brings authenticity to this \"white-knuckled disaster thriller\" that \"compares favorably with the best of Michael Crichton, \" according to \"Publishers Weekly.\" This novel about the erupting New Madrid Fault is the subject of a TV miniseries planned for the spring of 2000.","brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":49666120057105,"sku":"CIN0515127132G","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ WELL_READ \/ SBYB","offer_id":50138944078097,"sku":"CIN0515127132A","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50432065011985,"sku":"CIN0515127132VG","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0515127132.jpg?v=1750697359"},{"product_id":"new-technology-and-documents-librarianship-book-peter-hernon-9780930466640","title":"New Technology and Documents Librarianship","description":null,"brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":49801870606609,"sku":"CIN0930466640G","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0930466640.jpg?v=1750851160"},{"product_id":"next-library-leadership-book-peter-hernon-9781563089923","title":"The Next Library Leadership","description":"\u003cp\u003eThis much needed work addresses a topic of increasing importance and urgency: the shortage of individuals attracted to professional careers in librarianship, and the subsequent consequences for leadership positions, particularly library directorship. Through extensive interviews and a thorough review of the existing literature, the authors-all highly respected for their exceptional leadership and contributions to library science-assess what constitutes effective leadership and identify the traits needed by the next generation of academic and public library directors.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eThe authors argue that library directors must be both managers and leaders, and that LIS students and graduates need appropriate support in seeking out upper level positions and exercising leadership. They present tools for assessing leadership and suggest strategies that individuals can use to prepare themselves for leadership positions and the challenges that lie ahead. A detailed bibliography completes the work. An important contribution to the field of library and information science, this eye-opening study is essential reading for anyone in the profession.\u003c\/p\u003e","brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":49810798641425,"sku":"CIN1563089920G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50406151684369,"sku":"CIN1563089920VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52422640730385,"sku":"NLS9781563089923","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1563089920.jpg?v=1751459633"},{"product_id":"great-rescue-book-peter-hernon-9780062433879","title":"The Great Rescue","description":"\u003cp\u003ePublished in commemoration of the centennial of America’s entry into World War I, the story of the USS \u003cem\u003eLeviathan,\u003c\/em\u003e the legendary liner turned warship that ferried U.S. soldiers to Europe—a unique war history that offers a fresh, compelling look at this epic time.\u003c\/p\u003e\u003cp\u003eWhen war broke out in Europe in August 1914, the new German luxury ocean liner SS \u003cem\u003eVaterland \u003c\/em\u003ewas interned in New York Harbor, where it remained docked for nearly three years—until the United States officially entered the fight to turn the tide of the war. Seized by authorities for the U.S. Navy once war was declared in April 2017, the liner was renamed the USS \u003cem\u003eLeviathan\u003c\/em\u003e by President Woodrow Wilson, and converted into an armed troop carrier that transported thousands of American Expeditionary Forces to the battlefields of France.\u003c\/p\u003e\u003cp\u003eFor German U-Boats hunting Allied ships in the treacherous waters of the Atlantic, no target was as prized as the \u003cem\u003eLeviathan\u003c\/em\u003e, carrying more than 10,000 Doughboys per crossing. But the Germans were not the only deadly force threatening the ship and its passengers. In 1918, a devastating influenza pandemic—the Spanish flu—spread throughout the globe, predominantly striking healthy young adults, including soldiers.\u003c\/p\u003e\u003cp\u003ePeter Hernon tells the ship’s story across multiple voyages and through the experiences of a diverse cast of participants, including the ship’s captain, Henry Bryan; General John Pershing, commander of the American Expeditionary Force; Congressman Royal Johnson, who voted against the war but enlisted once the resolution passed; Freddie Stowers, a young black South Carolinian whose heroism was ignored because of his race; Irvin Cobb, a star war reporter for the \u003cem\u003eSaturday Evening Post\u003c\/em\u003e; and Elizabeth Weaver, an army nurse who saw the war’s horrors firsthand; as well as a host of famous supporting characters, including a young Franklin Delano Roosevelt.\u003c\/p\u003e\u003cp\u003eThoroughly researched, dramatic, and fast-paced, \u003cem\u003eThe Great Rescue\u003c\/em\u003e is a unique look at the Great War and the diverse lives it touched.\u003c\/p\u003e","brand":"WoB","offers":[{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50208689914129,"sku":"CIN0062433873VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":51720760557841,"sku":"GOR012072819","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ GOOD \/ INTERNAL","offer_id":51764905246993,"sku":"GOR014393578","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":53152459653393,"sku":"CIN0062433873G","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ WELL_READ \/ SBYB","offer_id":53469156016401,"sku":"CIN0062433873A","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0062433873.jpg?v=1793962941"},{"product_id":"united-states-government-information-book-peter-hernon-9781563089794","title":"United States Government Information","description":"The first text to provide a comprehensive introduction to the information policies of the United States government and basic source material, this book provides students with an understanding of the underlying importance of policy and how it is formulated.","brand":"WoB","offers":[{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50239867552017,"sku":"CIN1563089793VG","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1563089793.jpg?v=1750761316"},{"product_id":"8-4-book-peter-hernon-9780399144004","title":"8.4","description":null,"brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":50290811502865,"sku":"CIN0399144005G","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ WELL_READ \/ SBYB","offer_id":53228858867985,"sku":"CIN0399144005A","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":53421783220497,"sku":"CIN0399144005VG","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0399144005.jpg?v=1751166053"},{"product_id":"under-the-influence-book-peter-hernon-9780380718474","title":"Under the Influence","description":null,"brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":50349029523729,"sku":"CIN0380718472G","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0380718472.jpg?v=1751391348"},{"product_id":"kindling-book-peter-hernon-9780688142988","title":"The Kindling","description":null,"brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":50358774563089,"sku":"CIN0688142982G","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":51327015977233,"sku":"CIN0688142982VG","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0688142982.jpg?v=1751137316"},{"product_id":"assessing-service-quality-book-peter-hernon-9780838913086","title":"Assessing Service Quality","description":"Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups This book shows how to nurture an environment of continuous improvement through effective service quality assessment.","brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":50370624422161,"sku":"CIN0838913083G","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0838913083.jpg?v=1786135263"},{"product_id":"terrible-thunder-2nd-edition-book-peter-hernon-9781891053481","title":"A Terrible Thunder, 2nd Edition","description":"On New Year's Eve in New Orleans, 1972, Mark James Essex began violent and deadly sniper attacks on policemen. Before it ended one week later, hundreds of heavily armed police and a Marine Corps assault helicopter went to a burning down-town hotel to battle gunmen who refused to surrender or to be killed.","brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":50394534805777,"sku":"CIN1891053485G","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":51297464582417,"sku":"GOR014220206","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ GOOD \/ INTERNAL","offer_id":53030766051601,"sku":"GOR014706692","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1891053485.jpg?v=1751420775"},{"product_id":"earthly-remains-hernon-book-peter-hernon-9781559720106","title":"Earthly Remains Hernon","description":null,"brand":"WoB","offers":[{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50406279151889,"sku":"CIN1559720107VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":50406611583249,"sku":"CIN1559720107G","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1559720107.jpg?v=1751181187"},{"product_id":"under-the-influence-book-peter-hernon-9780671690243","title":"Under the Influence","description":null,"brand":"WoB","offers":[{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50420450820369,"sku":"CIN0671690248VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ GOOD \/ INTERNAL","offer_id":50981291327761,"sku":"GOR005769441","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":51041161675025,"sku":"GOR007273536","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ WELL_READ \/ SBYB","offer_id":54602147266833,"sku":"CIN0671690248A","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0671690248.jpg?v=1786110832"},{"product_id":"revisiting-outcomes-assessment-in-higher-education-book-peter-hernon-9781591582762","title":"Revisiting Outcomes Assessment in Higher Education","description":"Revisiting Outcomes Assessment in Higher Education complements rather than updates Hernon and Dugan's 2004 Outcomes Assessment in Higher Education.","brand":"WoB","offers":[{"title":"- \/ - \/ -","offer_id":50467833413905,"sku":"","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ GOOD \/ SBYB","offer_id":50467837247761,"sku":"CIN1591582768G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52478902403345,"sku":"NLS9781591582762","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1591582768.jpg?v=1751461129"},{"product_id":"reflecting-on-the-future-of-academic-and-public-libraries-book-peter-hernon-9780838911877","title":"Reflecting on the Future of Academic and Public Libraries","description":"Academic and public libraries are much different today than they were even 15 years ago. With even bigger changes on the horizon, what lies in store? This volume offers ideas to academic and public librarians about the future of library services. Editors Hernon and Matthews invite a raft of contributors to step back and envision the type of future library that will generate excitement and enthusiasm among users and stakeholders. Anyone interested in the future of libraries, especially library managers, will be engaged and stimulated as the contributorsExamine the current state of the library, summarizing existing literature on the topic to sketch in historical backgroundProject into the future, using SWOT analysis, environmental scans, and other techniques to posit how library infrastructure (such as staff, collections, technology, and facilities) can adapt in the decades aheadConstruct potential scenarios that library leaders can use to forge paths for their own institutionsThe collection of knowledge and practical wisdom in this book will help academic and public libraries find ways to honor their missions while planning for the broader institutional changes already underway.","brand":"WoB","offers":[{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50685785243921,"sku":"CIN0838911870VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":51413912289553,"sku":"CIN0838911870G","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0838911870.jpg?v=1786135562"},{"product_id":"statistics-for-library-decision-making-book-peter-hernon-9780893916053","title":"Statistics for Library Decision Making","description":"This handbook assists students in understanding statistics and the types of decisions that the selection of a test entails. At the same time the volume will assist a broad audience by reviewing the research process; by presenting fundamental statistical concepts and methods; by identifying writings on library management using statistical analyses; by discussing statistical applications to library management, decision making and problem solving; and by familiarizing library managers with statistical tables and analysis and graphics software. The purpose of this volume is to supplement statistical textbooks and to inform library managers and library school students about the application of selected statistical tests and the interpretation of statistical findings. This volume presents basic statistical and research concepts clearly. It is not intended as a textbook that identifies numerous statistical tests and merely details their computations. Rather, the book complements the pool of existing textbooks by placing selected statistical applications in the context of the research process and library decision.","brand":"WoB","offers":[{"title":"- \/ - \/ -","offer_id":51255471341841,"sku":"","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ NEW \/ INGRAM","offer_id":51255471898897,"sku":"NIN9780893916053","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ NEW \/ INGRAM","offer_id":52456426176785,"sku":"NLS9780893916053","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0893916056.jpg?v=1750948393"},{"product_id":"statistics-book-peter-hernon-9781567500936","title":"Statistics","description":"This book provides a general discussion beneficial to librarians and library school students, and demonstrates the steps of the research process, decisions made in the selection of a statistical technique, how to program a computer to perform number crunching, how to compute those statistical techniques appearing most frequently in the literature of library and information science, and examples from the literature of the uses of different statistical techniques. The book accomplishes the following objectives: to provide an overview of the research process and to show where statistics fit in; to identify journals in library and information science most likely to publish research articles; to identify reference tools that provide access to the research literature; to show how microcomputers can be programmed to engage in number crunching; to introduce basic statistical concepts and terminology; to present basic statistical procedures that appear most frequently in the literature of library and information science and that have application to library decision making; to discuss library decision support systems and show the types of statistical techniques they can perform; and to summarize the major decisions that researchers must address in deciding which statistical techniques to employ.","brand":"WoB","offers":[{"title":"- \/ - \/ -","offer_id":51256006541585,"sku":"","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ NEW \/ INGRAM","offer_id":51256007852305,"sku":"NIN9781567500936","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52591093154065,"sku":"NLS9781567500936","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1567500935.jpg?v=1751457098"},{"product_id":"statistics-book-peter-hernon-9781567500929","title":"Statistics","description":"This book provides a general discussion beneficial to librarians and library school students, and demonstrates the steps of the research process, decisions made in the selection of a statistical technique, how to program a computer to perform number crunching, how to compute those statistical techniques appearing most frequently in the literature of library and information science, and examples from the literature of the uses of different statistical techniques. The book accomplishes the following objectives: to provide an overview of the research process and to show where statistics fit in; to identify journals in library and information science most likely to publish research articles; to identify reference tools that provide access to the research literature; to show how microcomputers can be programmed to engage in number crunching; to introduce basic statistical concepts and terminology; to present basic statistical procedures that appear most frequently in the literature of library and information science and that have application to library decision making; to discuss library decision support systems and show the types of statistical techniques they can perform; and to summarize the major decisions that researchers must address in deciding which statistical techniques to employ.","brand":"WoB","offers":[{"title":"US \/ NEW \/ INGRAM","offer_id":51256010670353,"sku":"NIN9781567500929","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52426611622161,"sku":"NLS9781567500929","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1567500927.jpg?v=1751466943"},{"product_id":"service-quality-in-academic-libraries-book-peter-hernon-9781567502091","title":"Service Quality in Academic Libraries","description":"Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.","brand":"WoB","offers":[{"title":"- \/ - \/ -","offer_id":51256019812625,"sku":"","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ NEW \/ INGRAM","offer_id":51256021745937,"sku":"NIN9781567502091","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52400668934417,"sku":"NLS9781567502091","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1567502091.jpg?v=1751460838"},{"product_id":"service-quality-in-academic-libraries-book-peter-hernon-9781567502107","title":"Service Quality in Academic Libraries","description":"Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.","brand":"WoB","offers":[{"title":"US \/ NEW \/ INGRAM","offer_id":51256021713169,"sku":"NIN9781567502107","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52337473650961,"sku":"NLS9781567502107","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1567502105.jpg?v=1751457090"},{"product_id":"federal-information-policies-in-the-1980-s-book-peter-hernon-9780893913823","title":"Federal Information Policies in the 1980's","description":"This books provides a detailed overview of conflicting issues and practices related to Federal government information policies and the distribution of federal information through print and non-print information handling technologies. Drawing from published literature and interviews with key Federal officials, it provides a framework for viewing Federal information policies and practices.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52126617698577,"sku":"NLS9780893913823","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ NEW \/ INGRAM","offer_id":53734361039121,"sku":"NIN9780893913823","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9780893913823.jpg?v=1757477429"},{"product_id":"improving-the-quality-of-library-services-for-students-with-disabilities-book-peter-hernon-9781591583004","title":"Improving the Quality of Library Services for Students with Disabilities","description":"Discusses the circumstances affecting services for the disabled, and provides two versions of a data collection instrument, loosely based on SERVQUAL, that individual institutions can modify to reflect their particular needs. This book aims to assist libraries and other service components of academic institutions to adopt a proactive position.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52129407500561,"sku":"NLS9781591583004","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781591583004.jpg?v=1757496377"},{"product_id":"academic-librarians-as-emotionally-intelligent-leaders-book-peter-hernon-9781591585138","title":"Academic Librarians as Emotionally Intelligent Leaders","description":"It is composed of five domains: Knowing your emotions, Managing your emotions, Motivating yourself, Recognizing and understanding other people's emotions, and Managing relationships (managing the emotions of others).","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52135996686609,"sku":"NLS9781591585138","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781591585138.jpg?v=1757552072"},{"product_id":"making-a-difference-book-peter-hernon-9781591582915","title":"Making a Difference","description":"Conceived as a companion to The Next Library Leadership (Libraries Unlimited, 2003), Making a Difference includes not only a discussion of effective attributes, but of issues central to the development of leadership qualities, strategies, and dispositions.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52151569678609,"sku":"NLS9781591582915","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781591582915.jpg?v=1757613801"},{"product_id":"shaping-the-future-book-peter-hernon-9781598846157","title":"Shaping the Future","description":"This book provides an overview of leadership in library and information science (LIS), examines the findings of doctoral students in the Simmons program in Managerial Leadership in the Information Professions, and advocates research in LIS.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52332882985233,"sku":"NLS9781598846157","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781598846157.jpg?v=1758152988"},{"product_id":"public-access-to-government-information-book-peter-hernon-9780893915230","title":"Public Access to Government Information","description":"This volume is issue-oriented. By showing that issues relating to topics such as access to government information resources, collection development, and administration are not unique to documents librarianship, it places selected topics in a wider context. The book's objectives are to identify and discuss critically important issues related to increasing access to government information resources, to offer solutions and recommendations by which government information resources and services can be made more effective, to encourage more assessments that examine issues across levels of government, to emphasize the importance and need for a research base related to government information resources and services, and to encourage a critical assessment of current practices and traditional assumptions.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52338907414801,"sku":"NLS9780893915230","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ NEW \/ INGRAM","offer_id":53734363070737,"sku":"NIN9780893915230","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9780893915230.jpg?v=1758169205"},{"product_id":"outcomes-assessment-in-higher-education-book-peter-hernon-9781591580980","title":"Outcomes Assessment in Higher Education","description":"Outcomes Assessment in Higher Education focuses on assessing institutional quality and effectiveness, and responds to the increasing demand for greater accountability at all levels of institutional activity.","brand":"WoB","offers":[{"title":"- \/ - \/ INTERNAL","offer_id":52426385129745,"sku":null,"price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ NEW \/ INGRAM","offer_id":52426385588497,"sku":"NLS9781591580980","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781591580980.jpg?v=1759157623"},{"product_id":"u-s-government-on-the-web-book-peter-hernon-9781591580867","title":"U.S. Government on the Web","description":"\u003cp\u003eThe definitive guide to U.S. government information on the Web has been expanded and updated with the latest information from the current administration, including material on the Department of Homeland Security, the Patriot Act, and the E-Government Act of 2002. Peter Hernon, one of the country's foremost authorities on government information, and his colleagues provide additional Web sites and offer valuable strategies for effectively accessing and using government information online.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eMore than a mere directory of Web sites, this authoritative work serves as a cardinal pointer through the government's labyrinthine structure and the myriad information resources available to the public, giving users a clearer understanding of U.S. government agencies and their online publications and services. An essential and regularly updated reference, this guide is a reliable roadmap to a vast and diverse field of important information.\u003c\/p\u003e","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52427023319313,"sku":"NLS9781591580867","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781591580867.jpg?v=1759159709"},{"product_id":"comparative-perspectives-on-e-government-book-kenneth-flamm-9780810853577","title":"Comparative Perspectives on E-Government","description":"E-government is a product of the Internet age, and Comparative Perspectives on E-Government identifies the various facets of e-government, comparing developments among five countries (Australia, UK, Canada, New Zealand, and the US). E-government is a more complex, rich phenomena than previously recognized.","brand":"WoB","offers":[{"title":"- \/ - \/ INTERNAL","offer_id":52452764320017,"sku":null,"price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ NEW \/ INGRAM","offer_id":52452764844305,"sku":"NLS9780810853577","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9780810853577.jpg?v=1786111985"},{"product_id":"higher-education-outcomes-assessment-for-the-twenty-first-century-book-peter-hernon-9781610692748","title":"Higher Education Outcomes Assessment for the Twenty-First Century","description":"This book discusses recent trends in outcomes assessment, examines how state governments are reshaping the national discussion with higher education, and explains how libraries must respond to these changes.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52585879011601,"sku":"NLS9781610692748","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781610692748.jpg?v=1786105065"},{"product_id":"listening-to-the-customer-book-peter-hernon-9781598847994","title":"Listening to the Customer","description":"A thorough explanation of how a voice-of-the-customer program for libraries can give customers the opportunity to make their opinions known, enabling libraries to develop services that meet or exceed their patrons' changing expectations.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52586753392913,"sku":"NLS9781598847994","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781598847994.jpg?v=1786100159"},{"product_id":"library-leadership-in-the-united-states-and-europe-book-peter-hernon-9781610691260","title":"Library Leadership in the United States and Europe","description":"This book is the first to examine library and information science leadership in the United States and throughout Europe, providing a critical analysis and comparison of leadership in America versus in Europe and the United Kingdom.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52677136449809,"sku":"NLS9781610691260","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781610691260.jpg?v=1786100071"},{"product_id":"engaging-in-evaluation-and-assessment-research-book-peter-hernon-9781598845730","title":"Engaging in Evaluation and Assessment Research","description":"For library managers, this book explains evaluation and assessment research and identifies the components of proper execution, such as planning, decision making, and accountability.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":52681456025873,"sku":"NLS9781598845730","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781598845730.jpg?v=1786098002"},{"product_id":"reflecting-on-the-future-of-academic-and-public-libraries-book-peter-hernon-9781856049481","title":"Reflecting on the Future of Academic and Public Libraries","description":"Academic and public libraries are much different today than they were even 15 years ago: what lies in store? In this systematic attempt to speak to academic and public librarians about the future of library services, Hernon and Matthews invite a raft of contributors to step back and envision the future of academic and public libraries.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ INGRAM","offer_id":67608734007569,"sku":"NLS9781856049481","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781856049481.jpg?v=1790814234"},{"product_id":"assessing-service-quality-book-peter-hernon-9781783300594","title":"Assessing Service Quality","description":"Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups This book shows how to nurture an environment of continuous improvement through effective service quality assessment.","brand":"WoB","offers":[{"title":"- \/ - \/ INTERNAL","offer_id":67609087181073,"sku":null,"price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ NEW \/ INGRAM","offer_id":67609087836433,"sku":"NLS9781783300594","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781783300594.jpg?v=1790817364"}],"url":"https:\/\/www.worldofbooks.com\/collections\/author-books-by-peter-hernon.oembed","provider":"World of Books ","version":"1.0","type":"link"}