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Book Titles No access
Serving Online Customers
Lessons for Libraries from the Business World
Authors:
Publisher:
2014
Summary
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.
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Bibliographic data
Copyright year
2014
ISBN-Print
978-0-8108-9317-7
ISBN-Online
978-0-8108-8733-6
Publisher
Rowman & Littlefield, Lanham
Language
English
Pages
224
Product type
Book Titles
Table of contents
ChapterPages
Contents No access
Acknowledgments No access
Introduction No access Pages 1 - 4
Ch01. Living in the Market No access Pages 5 - 18
Ch02. What Librarians Can Learn from the Business Literature No access Pages 19 - 36
Ch03. Unlikely Sources No access Pages 37 - 56
Ch04. Understanding the Self-Service Experience in the Online Environment No access Pages 57 - 84
Ch05. Services for Remote Users No access Pages 85 - 116
Ch06. Online Education No access Pages 117 - 142
Ch07. Designing Websites No access Pages 143 - 170
Ch08. Artificial Intelligence in the Library No access Pages 171 - 192
Ch09. Assessment in the Online Environment No access Pages 193 - 214
