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Serving online customers : lessons for libraries from the business world / Donald A. Barclay.

By: Material type: TextTextPublication details: Lanham : Rowman and Littlefield, (c)2014.Description: vii, 223 pages : illustrations ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 0810887320
  • 0810893177
  • 9780810887329
  • 9780810893177
Subject(s): LOC classification:
  • Z674.75.B244.S478 2014
Available additional physical forms:
Contents:
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.
Summary: 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.
Item type: Circulating Book (checkout times vary with patron status)
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Holdings
Item type Current library Call number Status Date due Barcode
Circulating Book (checkout times vary with patron status) G. Allen Fleece Library Library Director's Office Z674.75.B244.S478 2014 (Browse shelf(Opens below)) Available 31923001866025

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.

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