Resumen de Enhancing the Quality of the Library Processes: benchmarking Workplace Information Literacy and Numeracy Practices and Communication Tools in Two European University Libraries

Nuria Balagué Mola, Jarmo Saarti

• The aim of this paper is to investigate how two European university libraries have utilized communication tools to guarantee information literacy and numeracy for academic librarians in order to increase the quality of the services. The paper is based on data about the communication tools implemented and used in the selected institutions. Each communication tool has been defined and their uses compared at each library and its role in their PDCA (Plan-Do-Check-Act) circle considered. The workplace information systems and their valid implementation can help in the organization’s strategy work. It also enhances the quality of the library’s service processes.