Serving Online Customers: Lessons for Libraries from the Business World

Serving Online Customers: Lessons for Libraries from the Business World

By: Donald A. Barclay (author)Paperback

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Description

Before the Web existed, anyone who wanted free information had to use the library. Now, a wealth of information on every possible service is accessible online. To compete in the digital age, libraries must provide outstanding customer service to their virtual users. In Serving Online Customers: Lessons for Libraries from the Business World, Donald A. Barclay carefully examines business literature to identify the best customer service practices of online companies and shows readers how to adapt these practices to the library environment. Chapter coverage includes these critical areas: *Improving the Self-Service Experience *Bringing Reference Service to the Online Customer *Adding Libraries to the Distance Education Mix *Designing Library Websites for Both Trust and Pleasure *Implementing Recommendation Agents and Avatars into Online Services *Linking Continuous Assessment to Online Service Improvement This book will help any library greatly enhance their online users' experience and help bring new users to the library.

About Author

Donald A. Barclay is the interim university librarian at the University of California, Merced, where he has worked since 2002. He previously worked at libraries in New Mexico and Texas.

Contents

Introduction Chapter 1: Living in the Market: Libraries And Businesses Chapter 2: What Librarians Can Learn from the Business Literature Chapter 3: Unlikely Sources: What Librarians Can Learn from the Shady Side of the Web Chapter 4: Understanding the Self-Service Experience in the Online Environment Chapter 5: Services for Remote Users: Librarians in Search of a Niche Chapter 6: Online Education: Will the Twenty-First Century Library Be on Board? Chapter 7: Designing Websites: Trust And Flow Chapter 8: Artificial Intelligence in the Library: The Time Is Some Day (Maybe) Chapter 9: Assessment in the Online Environment: An Unmet Challenge About the Author

Product Details

  • ISBN13: 9780810887329
  • Format: Paperback
  • Number Of Pages: 232
  • ID: 9780810887329
  • weight: 326
  • ISBN10: 0810887320

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