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Serving Online Customers - Lessons for Libraries from the Business World (Paperback)
Loot Price: R1,796
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Serving Online Customers - Lessons for Libraries from the Business World (Paperback)
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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. 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.
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