Serving online customers : lessons for libraries from the business world /
Barclay, Donald A.,
Serving online customers : lessons for libraries from the business world / Donald A. Barclay. - Lanham : Rowman and Littlefield, (c)2014. - vii, 223 pages : illustrations ; 24 cm
Includes bibliographies and index.
Living in the market : libraries and businesses -- What librarians can learn from the business literature -- Unlikely sources : what librarians can learn from the shady side of the Web -- Understanding the self-service experience in the online environment -- Services for remote users : librarians in search of a niche -- Online education : will the twenty-first century library be on board? -- Designing websites : trust and flow -- Artificial intelligence in the library : the time is some day (maybe) -- Assessment in the online environment : an unmet challenge.
This book carefully examines business literature to identify the best customer service practice on online companies and shows readers how to adopt these practices to the library environment, such as in 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, incorporating recommendation agents and avatars into online services, and linking continuous assessment to online service improvement. This book will help any library greatly enhance their online user's experiences and help bring new users to the library.
9780810887329 9780810893177
2014015462
GBB477268 bnb
016801224 Uk
Electronic reference services (Libraries)
Libraries and distance education.
Libraries and the Internet.
Libraries--Customer services.
Library users--Effect of technological innovations on.
Library Web sites.
Z674 / .S478 2014
Serving online customers : lessons for libraries from the business world / Donald A. Barclay. - Lanham : Rowman and Littlefield, (c)2014. - vii, 223 pages : illustrations ; 24 cm
Includes bibliographies and index.
Living in the market : libraries and businesses -- What librarians can learn from the business literature -- Unlikely sources : what librarians can learn from the shady side of the Web -- Understanding the self-service experience in the online environment -- Services for remote users : librarians in search of a niche -- Online education : will the twenty-first century library be on board? -- Designing websites : trust and flow -- Artificial intelligence in the library : the time is some day (maybe) -- Assessment in the online environment : an unmet challenge.
This book carefully examines business literature to identify the best customer service practice on online companies and shows readers how to adopt these practices to the library environment, such as in 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, incorporating recommendation agents and avatars into online services, and linking continuous assessment to online service improvement. This book will help any library greatly enhance their online user's experiences and help bring new users to the library.
9780810887329 9780810893177
2014015462
GBB477268 bnb
016801224 Uk
Electronic reference services (Libraries)
Libraries and distance education.
Libraries and the Internet.
Libraries--Customer services.
Library users--Effect of technological innovations on.
Library Web sites.
Z674 / .S478 2014