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

By:

Barclay, Donald A [Author]

Material type: Text

text

Media type:

unmediated

Carrier type:

volume

ISBN:

9780810887329
9780810893177

Subject(s):

LOC classification:

Z674 .S478 2014

Available additional physical forms:

Contents:

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.

Subject: 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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Holdings
Item type	Current library	Call number	Status	Date due	Barcode
Circulating Book (checkout times vary with patron status)	G. Allen Fleece Library	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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