prepustimo sodbo uporabnikom

Prispevek želi vzpodbuditi knjižničarje, da pričnejo razmišljati o svoji novi vlogi, ki so jim jo neprostovoljno dodelili: čas novih informacijskih tehnologij, zlasti omrežij, globalizacija ponudbe, konkurenti, prdvsem pa uporabniki s svojimi zahtevami in pričakovanji. Opredelili bomo delovanje knjižnic na posebnih trgih in njihove cilje. Da bi se zavedali pomena kakovosti knjižničnih storitev, so potrebna temeljna marketinška znanja. V okviru celovitega managementa kakovosti ima pomembno vlogo njeno vrednotenje, ki ga lahko izvedemo na različne načine, z različnimi indikatorji uspešnosti, metodami in programi. Kakovost je težko izmerljiva samo kvantitativno, saj je zmes objektivnega in subjektivnega. Nahajamo se v času, v katerem prevladujejo uporabniki s svojimi zahtevami. Zato morajo knjižnice odstopiti odsvoje klasične, zgolj knjižno-revijske naravnanosti in se kakovostno usmeriti k uporabniku.The purpose of the article is to insigate librarians to start to think about their new role which was actually imposed on them by the time of new information technologies, especially networks, the globalisation of offer, competition, and above all, users and their needs and expectations. In the article, the activities of libraries in the frames of special markets and their aims are described. The awareness of the quality of library services requires at least basic knowledge of marketing. The evaluation of the quality of library services has its special place within total quality management (TQM)it is carried out in different ways, by means of different performance indicators, methods and programmes. Quality can not be measured only in terms of quantity because it is always a combination of subjective and objective factors. At present, libraries will have to give up their classical role of only offering books and periodicals and have to turn to target users