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. But, where can they turn to learn how to do that? Serving Online Customers: Lessons for Libraries from the Business World is a practical guide to steps libraries can take to adopt the best practices of e-business to their own online operations. Donald A. Barclay has carefully examined business literature to identify the best customer service practices of online companies and shows readers how to adapt these 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.

This work skeptically explores the notion that the internet will soon obviate any need for traditional print-based academic libraries. It makes a case for the library's staying power in the face of technological advancements (television, microfilm, and CD-ROM's were all once predicted as the contemporary library's heir-apparent), and devotes individual chapters to the pitfalls and prevarications of popular search engines, e-books, and the mass digitization of traditional print material.

Discover the benefitsand drawbacksof Google (R) Google (R) has become a nearly omnipresent tool of the Internet, with its potential only now beginning to be realized. How can librarians effectively integrate this powerful search engine to provide service to their patrons? Libraries and Google (R) presents leading authorities discussing the many possibilities of using Google (R) products as effective, user-friendly tools in libraries. Google Scholar and Print are extensively explored with an eye toward offering an expanded view of what is and may be possible for the future, with practical insights on how to make the most of the product's capabilities. It seems certain that Google (R) is here to stay. Libraries and Google (R) comprehensively examines this disruptive technology that is seen as both a threat and an opportunity by both librarians and publishers. Both perspectives are explored in depth, along with practical applications of this and other Google (R) technology that may be new to librarians. Google (R) products and other more familiar research tools are compared for effectiveness and ease of use. The various unique needs of users and scholars are detailed and considered as a springboard for insightful discussion of the future role of librarians in today's world. Potential problems are closely examined, such as copyright issues of digitization, and privacy concerns sparked by its collection of personal information about its users. The book comprehensively explores the path libraries need to travel to benefit from the search tool, rather than being overwhelmed and destroyed by it. Topics in Libraries and Google (R) include: the viewpoint that Google (R) may make libraries obsolete new opportunities for libraries through using Google (R) products technical aspects of purchasing and implementing Google (R) search products with proprietary vendor databases testing the performance of Google Scholar and Print practical use of Google (R)'s products personal privacy issues making digitized library resources more accessible digitization of copyrighted materials much, much more! Libraries and Google (R) is horizon-expanding reading for all librarians, library science educators and students, library administrators, publishers, and university presses. Volume 2 of Libraries and Google (R) is in preparation. Google (R) is a Registered Service Mark of Google, Inc., Mountain View, California. Libraries and Google (R) is an independent publication offered by The Haworth Press, Inc., Binghamton, New York, and is not affiliated with, nor has it been authorized, sponsored, endorsed, licensed, or otherwise approved by, Google, Inc.

This book, first published in 1996, provides readers with practical ideas on managing the challenges of the electronic information environment. The proceedings of the tenth anniversary conference of the North American Serials Interest Group (NASIG), the book covers how electronic publishing impacts the dissemination of knowledge in general and specific related issues. Contributors include librarians, publishers, vendors, and editors of electronic journals. They offer readers diverse perspectives about: copyright law in the digital world; the future of information dissemination; challenges of innovative approaches to providing information in electronic format standards for identifying and citing electronic resources; bibliographic control of Internet resources; and organization of service delivery to meet the challenges of evolving technology.

This book, first published in 1993, examines how the newest technological developments in information storage and processing impact print-oriented libraries. Find answers to questions on how libraries can utilize the awesome speed, remarkable storage capacity, and universal access of the new technology. Authoritative contributors provide insight, inspirations, and practical experience to the three major areas of changing technologies, changing information worldwide, and strategies and responses of libraries to these rapid changes. A Changing World looks at the future of the electronic network medium and how it will provide opportunities for accessing and using information that so far have been unimagined by the print-dominated information industry. Enlightening chapters explore the feasibility of electronic serials as a realistic replacement for print journals, the future of automated serials control systems, and the effects of information technologies on libraries as systems and librarianship as a profession. Discover timely indications for ten-year trends of the globalization of research, scholarly information, and patents. Specific international influences on information are examined including the implications of the European Community internal market for scholarly publishing and distribution, the influence of rapid changes in Eastern Europe and the former Soviet Union on scholarly publishing, and scholarly information and serials in politically turbulent Latin American countries.

As automation and competitiveness between companies and countries grows, the need for the speedy research and delivery of information is becoming greater than ever before. Defining technology transfer as 'the process of getting technical knowledge, ideas, services, inventions, and products from their origin to wherever they can be put to practical use', this book, first published in 1991, explores the role of the information specialist in the technology transfer process. It brings together discussions from information mediaries associated with federal information centres, academic research institutions, and a large metropolitan public library. Agencies and organizations at the federal, state, and local level that are involved in and responsible for technology transfer programs are described in a who's who section of the volume, and the system for the distribution of information at NASA is covered in detail, this being considered by some to be the birthplace of the technology transfer concept. The various regional NASA Industrial Application Centers are also identified, and the numerous print and online services available are noted as well. Other topics covered include the use of technology transfer in agricultural programs to improve U.S. competitiveness in the global marketplace and how the large public library can promote technology transfer by acting as important centres for information transfer and research.

This book, first published in 1990, analyses how to train end-users to search with both natural language and controlled vocabularies in the sciences, describes a planning assessment for implementing end-user searching in a sci-tech organization, examines how the scientists at a major industrial research organization have begun to do more online searching with the encouragement of the information center, and explores the proactive role that medical libraries have taken in training health care professionals to search MEDLINE.

This book, first published in 1990, analyses the variety of ways in which libraries extend their resources to users beyond the physical walls of their organization. Librarians discuss the concept of the library as more than just a place - since its holdings can now appear on the screen of users' computers in the same city or in a city hundreds of miles away - but rather as a force that electronically links users directly with both local and remote sources of information. Six informative chapters examine electronic information systems and document delivery from the local collection to the workplace, between system libraries and from non-library sources. Readers can look first hand at some of the most sophisticated and widespread systems in the country, including four academic libraries that promote electronic services to remote users and two special libraries offering innovative services. The authoritative contributing authors also forecast new systems and services.

This book, first published in 1992, outlines the issues, indicates major trends, and sets challenges for libraries and publishers concerning new technologies and serials. Libraries in Australia and New Zealand have struggled for years with the problems of distance and cost in a print-oriented publishing industry dominated by countries half way across the globe. This book provides practical advice on the need for Australasian libraries to become actively involved in the possibilities of this new technology in order to maximize the benefits for themselves and their clients. Throughout the book, the contributors emphasize the need for improved communication between authors, publishers, information technology specialists, libraries, and users, and propose a standardization of formats and delivery systems to aid easy cooperation between such diverse groups. The chapters stress the need for user-friendly access to information along with education programs that are tailor-made to meet different access requirements.

Electronic bill presentment and payment (EBPP) is revolutionizing the billing process by offering online and real time presentment of bill content and payment choices. EBPP is the easy way of viewing billing status, remittance items, and presenting balances using a universal browser from any location. In contrast to paper-based bills, electronic billing enables service providers to combine billing with advanced customer care and improved customer relationship management.

Electronic Bill Presentment and Payment presents the essentials about this new way of viewing and paying bills. The author defines basic business models, such as biller direct and various consolidator model options, allocates the right tools to each of the models, and differentiates between the needs of principal industries. The text describes how to build and implement value added capabilities such as personalization, up-selling, online dispute management, and better control of the accounts payable and receivable process can significantly improve customer care and customer relationship management on behalf of service providers.

About the Author:
Kornel Terplan is a telecommunication expert with more than 30 years of highly successful multi-national consulting experience. He has provided consulting, training, and product development services to over 75 national and international corporations on four continents. He has served on the editorial board for over 140 articles, 22 books, and 115 papers. Dr. Terplan has designed five network management related courses and conducted over 80 seminar presentations in 15 countries.

This book, first published in 2002, examines how the transition to electronic resources in academic libraries has impacted traditional collection development policies and practices. Nine acclaimed librarians present their perspectives on the growing trend toward digital materials acquisition that is tipping the scales in favour of 'access' in the 'ownership vs. access' debate. The book provides insights on the use of electronic resources in major research libraries from data collection by JSTOR, a leading provider of digital resources to academic libraries. A rich and diverse collection of theory, opinion, and observation, it offers a unique understanding of how libraries are meeting the challenge of reshaping their collection development programs with electronic resources-a process that is quickly gaining momentum. Contributors are divided in their beliefs on whether a balance is still possible between print materials and electronic resources in academic libraries.

In this thought-provoking collection, first published in 1985, of the published proceedings of the library networking symposium, 'From Our Past: Toward 2000', network administrators describe the origin, history, and progress of their organizations. From these useful histories, important issues about the future of state, regional, and national networks arise.

The promotion of library services in European countries requires co-ordinated use of new technologies and co-operation. To implement this the European Commission has devised a plan of action for libraries. This plan and questions relating to the use of new technologies in libraries were presented at this European conference. In all, some 42 papers covered such topics as new technologies and data collecting for preservation, networking between publishers, distributors and libraries, data and access, co-operative library systems and more. To give a world perspective, a video-conference enabled ten European, American and Japanese librarians to exchange their views and experience on the impact of new technologies on libraries in their countries - these discussions are also included.

Reviews of the earlier edition: "direct and casual style inspires confidence...outstanding"--Library Journal; "one of the best...covers all the bases...wonderful"--Wilson Library Bulletin. This fully revised and updated edition provides current information on automation and technology and on advocacy to help small public libraries strive to make available the same basic services as larger libraries. This book is written for the directors of these honest-to-goodness small libraries, providing both a philosophical as well as a common sense basis for decision making. Appendices provide sample documents for a librarys Statement of Purpose, worksheets for job descriptions and personnel policies, a volunteer application form, ALA documents (Library Bill of Rights and Code of Ethics), a list of discount book dealers, and a sample meeting room policy.

Classification now has to encompass 'non-physical' media such as the Internet, yet still ensure access to knowledge held in traditional physical forms on library shelves. What does this mean for the future, and can classification cope with the virtual library? Written by a group of internationally-known specialists, this book reassesses traditional classification principles and the extent to which they provide the right basis for modern information storage and retrieval. First posing the radical question of whether classification is still really necessary, the book proceeds by emphasizing the need for systematic knowledge organization, with two chapters concentrating on classification in relation to IT and the Internet. Later chapters re-examine how present systems - Dewey Decimal Classification, Universal Decimal Classification and Library of Congress Classification - are likely to adapt, and provide a wealth of information sources for investigating the subject further. The Future of Classification delves deep into what makes knowledge-seeking successful. Those studying information storage and retrieval, and managers wanting to improve retrieval methods on which their service depends should read it.

Going Digital: Strategies for Access, Preservation, and Conversion of Collections to a Digital Format offers you succinct and analytic views of the problems and benefits of digital resources in the traditional academic library. Library administrators, collection managers, and librarians will learn the advantages and disadvantages of traditional and digital collections and the costs of providing local access or implementing remote access to digital collections. Originally presented at a series of five symposiums sponsored by the Research Libraries Group, the articles inGoing Digital will help you decide upon a cost-effective collection method that will meet the needs of your library, your patrons, and your budget.The chapters in this text are written by the nation 's leading librarians who pose and answer questions about hardware and software needed for digital libraries, the costs involved, establishing and maintaining access to digital collections, copyright concerns, and long-term preservation problems. Going Digital gives you insight into factors that will help you decide what will best meet the goals of your library, such as: the advantages and disadvantages of preserving microfilm and digital conversion choosing the correct hardware and software for your digital preservation program the changes required from librarians when shifting from collection development to digital resources examining the selection process for collections from perspectives of access, public service, technological requirements, and preservation ways to improve access to traditional collections cost comparisons between digital and hard copy resources devising a technical plan for successful digital conversion of projects involving the user 's wants when selecting collections for digital conversion and recognizing the central parts patrons play in the selection processIn light of the changing ways we receive and keep our information, Going Digital discusses new collection preservation criteria and suggests that access and informational values, not just deterioration, should be equal factors in selecting materials to be converted to digital form. Proving that digital collections are changing every facet of library operations, Going Digital shows you the most cost-effective way to begin a digital collection and how to choose what materials to digitize in order to provide your patrons with the information they want and need.

The true pioneers in electronic publishing put their bibliographic databases on tape and online in the 1960s. Nearly all of them had long experience with compiling information for distribution in printed form and a strong market connection. As a result of Soviet advances in science and space technology, American government support for information science and academic libraries flowed freely for a little over a decade, making possible tremendous advances in technology, in retrieval techniques and in sophisticated coverage. Advances in information technology and market conditions have encouraged many more participants to underwrite the development of databases that now extend into the arts, social sciences, business, and popular interests. These essays show how production statistics accompanied by statements of editorial coverage provide a fairly accurate reflection of output of many of the major disciplinary bibliographic databases. The urgent priority of information resources in the 1960s has encouraged comprehensive servicing of the formal research literature as published in journals and monographs. Authors have counted subject words, languages, origins, types of publication, and so on over several decades. This volume also includes articles on some databases that are not strictly bibliographic, such as the CMG database of college courses, which illuminates some of the changes in college textbook publishing. Information seekers will find the many tables of practical use, as guidance to what and how much may be found within each database. Analysts of publishing, of science policy, and of higher education will find information relevant to expenditures, human resources, and other indicators of education, research, and technology activity.

The ever expanding usage of mobile technologies has dramatically changed how we access information and how we as a society expect to access information. With mobile technologies becoming available to an increasing majority of the population, users are constantly connected to information. The rapid expansion of mobile technology has had a profound impact on many different sectors, industries, and institutions, among those that have been affected are libraries. With more users expecting access to information and resources in a mobile optimized format, libraries have had to adapt to meet the needs of users. This has entailed evaluating various library services and resources to determine how to best meet the needs of mobile users. Additionally, mobile technology has changed the way that websites are designed, and has led to an increasing popular type of web design know as responsive web design (RWD). This enables web developers to design websites with one code base that are optimized for a wide range of devices from desktop computers to smartphones. Libraries must keep their mobile services current or risk becoming obsolete. Based on research, examples, and experience using mobile technology, this book will include topics such as: *The impact of mobile technology *Mobile technology and the Digital Divide *Implications for library staff and vendors *Responsive Web Design *Wearable technology in library services Mobile Technologies in Libraries: A LITA Guide is written for library staff interested in how mobile technologies have changed the way we access, and expect to access, information, as well as how libraries can incorporate and adapt to mobile technology.

The universe of electronic resources is indeed diverse, expansive, intimidating, and unstructured compared to the finite, prepackaged print world upon which the information delivery infrastructure has been constructed. Electronic Resources: Selection and Bibliographic Control addresses the resultant concerns of information professionals as they struggle to define, select, and control electronic resources in libraries and information centers today. This book offers readers an overview of issues and provides a common ground for deliberations and decisionmaking. Librarians and students concerned with the Internet and related issues will appreciate the broad scope and in-depth discussions in Electronic Resources: Selection and Bibliographic Control. From both conceptual and pragmatic standpoints, this book enlightens the reader on such topics as: Internet resourcesthe relationship between OPAC and InternetStandard Generalized Markup Language (SGML) versus USMARCText Encoding Initiative (TEI)Core Language and the Information BusDublin Core Metadata as a discovery/retrieval tooldecision-making matrix modele-texts and e-thesesdigital materials and digital librariesThis book also gives the reader an inside look at a number of specific emerging projects from around the world. Highlighted here are the CATRIONA project from the U.K.--designing an Internet discovery and retrieval system; the ALCUIN project--using traditional infrastructure to handle Internet resources; the Center for Electronic Texts in the Humanities (CETH) and the Electronic Text Center at the University of Virginia; the OCLC Internet Cataloging project; and the National Digital Library Program (NDLP), Encoded Archival Description (EAD), and electronic CIP projects at the Library of Congress.Electronic Resources: Selection and Bibliographic Control clearly illustrates the evolving role of librarian from that of gatekeeping in the print world to that of active player in the electronic environment. This transformation calls for alternative strategies in educating future information professionals and reconfiguring traditional infrastructure for providing user services. This book answers that call and helps libraries and librarians as they scramble to define their role against the backdrop of the information-glutted Internet.

The true pioneers in electronic publishing put their bibliographic databases on tape and online in the 1960s. Nearly all of them had long experience with compiling information for distribution in printed form and a strong market connection. As a result of Soviet advances in science and space technology, American government support for information science and academic libraries flowed freely for a little over a decade, making possible tremendous advances in technology, in retrieval techniques and in sophisticated coverage. Advances in information technology and market conditions have encouraged many more participants to underwrite the development of databases that now extend into the arts, social sciences, business, and popular interests. These essays show how production statistics accompanied by statements of editorial coverage provide a fairly accurate reflection of output of many of the major disciplinary bibliographic databases. The urgent priority of information resources in the 1960s has encouraged comprehensive servicing of the formal research literature as published in journals and monographs. Authors have counted subject words, languages, origins, types of publication, and so on over several decades. This volume also includes articles on some databases that are not strictly bibliographic, such as the CMG database of college courses, which illuminates some of the changes in college textbook publishing. Information seekers will find the many tables of practical use, as guidance to what and how much may be found within each database. Analysts of publishing, of science policy, and of higher education will find information relevant to expenditures, human resources, and other indicators of education, research, and technology activity.

Here is an outstanding critical analysis of the impact groundbreaking technologies, both new and established, have had on resource sharing in the information industry. It offers a unique opportunity to explore the possibilities of resource sharing in the electronic information age, beyond the narrow scope of interlibrary loan. This highly selective book not only assesses the technologies that have had a profound impact on resource sharing, it also considers the political, philosophical, social, financial, legal, managerial, and attitudinal issues they have affected. Technologies that hold great promise for revolutionizing interlibrary cooperation on various levels have been included in this important analysis. Impact of Technology on Resource Sharing fosters an in-depth understanding of these technologies by including chapters that range from descriptive analyses of particular projects to philosophical discussions of the challenges of change. It questions traditional assumptions while providing an opportunity to examine the practical technological options available to libraries today and in the near future.This thought-provoking book introduces beginning level library professionals to the changes technological innovations have caused in resource sharing. For more advanced professionals, it is a valuable review of several areas of technology and resource sharing including: CD-ROM union catalogscollection analysis using the OCLC/AMIGOS CDlocal integrated systemsnational bibliographic databases/utilitieslarge-scale system interconnectionZ39.50Internet/NRENnetworking high schoolspolitical/social impediments to resource sharingfinancial issues of resource sharinghistory of library networkingPublic service, technical service, and systems librarians will gain a better understanding of technical issues in language that is easy to understand. Library administrators will benefit from the review of issues important to the management and decision making process for the future of interlibrary cooperation and sharing.

This book takes a close look at the recent changing emphasis from collections to access, and from document description to document delivery. As the automation of library processes has moved from technical services to reference services, the roles of the professionals working in those capacities have changed dramatically. Library administrators who are looking to redeploy resources will gain helpful insights from the experiences of librarians who have already redirected their organizations. This helpful volume will be of tremendous assistance in redefining the traditional roles of reference and technical librarians. Access Services offers new insights into the movement from bibliographic access to information access that is reshaping reference services today. Informative discussions on topics such as cross-training experiments, revised organizational structures, the new role of the bibliographic utilities, library school education for the redefined professional, and changes in cataloging codes reveal what impact this trend has for librarians, services, and patrons.

Here is what the experts have to say about the effects of computer applications on selected facets of personnel administration in libraries. Senior library managers, systems librarians, and library educators with a special interest in automation analyze the changes in the workplace that have already occurred and discuss those that will confront library professionals in the future. Personnel Administration in an Automated Environment covers the latest issues and research on the topic. Among the subjects dealt with are education and compensation of automation librarians, the nature of jobs in an automated library, the opportunities for innovation and change in technical library jobs, new personnel issues as a result of automating users'services, changing staff requirements in mid-sized academic libraries, the intersection of library and computer center tasks, and the impact of computerization on job satisfaction and performance evaluation. Administrators, personnel officers, and department heads in mid-sized to large libraries with computer-based operations will find both research-based results and reasonable speculation on everyday problems. A bibliography of the most recent books and articles will be useful to scholars of the subject.

How do we deal with challenging life events? Working across hundreds of research studies, Dealing With Change Through Information Sculpting uncovers how people respond informationally to major life transitions by examining our information behaviours - how we provide, seek, assess, share, use, deny, avoid, and create information - during times of personal change and explains the role of these behaviours in reconstructing ourselves following a life event. Dealing With Change Through Information Sculpting proposes the theory of Information Sculpting to describe how we respond to change and the information behaviours we use to create this response, explaining how we construct solutions to life transitions by a series of information behaviours that are used to gain a sense of coherence, purpose, and value in life. Until now there has been no text that provides an information focus on transitions across the human life span. Dealing With Change Through Information Sculpting looks at information behaviour in relationship creation and breakdown, parenting, starting and ending work, developing sexualities, becoming ill, being a victim of crime, and dying, to show how our we sculpt information solutions that transform our lives and transform ourselves. Supported by a bibliography of over 1,000 works, this book is a major reference point for those interested in how we use information during the most significant times in our lives.