Planning and policy making.

Discusses the concepts and processes of policy development and strategic management from environmental appraisal to strategy documentation, and shows how library and information service managers can manage customer service strategically by putting customer focus into their policy and planning systems. Uses contemporary examples from university, public and national libraries in the UK, US, and other countries to identify and illustrate principles and practices that are applicable to all types of library and information services. Covers stakeholder mapping, customer surveys, and SWOT analysis; mission, values, vision, and goal statements; supporting strategies, performance indicators, and service budgets; and communication of plans to stakeholders