Library Cited for Customer Focus

Jackson Library was internationally recognized in June, when it received the Special Library Association’s Center of Excellence Award for Service for 2006. The award, which takes its inspiration from the Malcolm Baldrige National Quality Awards, recognizes a library that uses quality as a priority for the successful management and delivery of information.

Judges were especially impressed with Jackson’s approach to tracking goals directly to customers’ needs, encouraging staff at all levels to look at processes from the customer’s perspective, and soliciting continuous feedback to evaluate its services and identify areas for improvement.

Aside from offering services to faculty and students, Jackson recently developed a special alumni version of the toolbar “FastJack,” which delivers customized content to patrons online. FastJack offers Business School alums links to Jackson and other Stanford library catalogs, useful business sites, “Ask a Librarian,” and more. (Additionally, life members of the SBSAA and alumni who pay a fee can link from FastJack to selected research databases.) The toolbar can be downloaded from alumni.gsb.stanford.edu/lifelonglearning/toolbar.html.

The Jackson Library staff includes 7 librarians and 21 specialists under Director Kathy Long.

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