A strategic analysis of the delivery of service in two library reference departments

Abstract

Two state university library reference departments within the Florida state university system are analyzed, using the framework of a five-task model for strategic management in organizations. The libraries serve different kinds of user populations. One supports a full range of programs through the doctoral level. The other serves only bachelor's and master's level programs. They have similar mis-sions, policies, and scopes of operation. Each department has a clear concept of the implementation of goal-oriented programs. Explicit measurement of service quantity is found in both cases. Service quality is more difficult to measure. No specific measures of service quality were found in either department.