Serving Online Customers

Lessons for Libraries from the Business World

Inbunden, Engelska, 2014

Av Donald A. Barclay, Merced) Barclay, Donald A. (Retired from University of California

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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 CustomerAdding Libraries to the Distance Education MixDesigning Library Websites for Both Trust and PleasureImplementing Recommendation Agents and Avatars into Online ServicesLinking Continuous Assessment to Online Service ImprovementThis book will help any library greatly enhance their online users’ experience and help bring new users to the library.

Produktinformation

Utgivningsdatum2014-07-23
Mått162 x 235 x 21 mm
Vikt476 g
FormatInbunden
SpråkEngelska
Antal sidor232
FörlagBloomsbury Publishing Plc
ISBN9780810893177

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Referensverk och tvärvetenskap inom Samhalle och politik

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

When designing services for online customers, libraries can learn much from looking both within and outside the profession. A few years back, for example, the ready-to-implement ideas of David Lee King’s Designing Digital Experiences helped librarians guide discussions at their institutions around the idea of focusing on the user experience. This book takes a more academic tone with its historical look at problems traditionally plaguing library services and provides case examples of how similar problems have been handled in the business sector.