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Books > Reference & Interdisciplinary > Library & information sciences > Library, archive & information management
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Customer Service in Academic Libraries - Tales from the Front Line (Paperback)
Loot Price: R1,533
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Customer Service in Academic Libraries - Tales from the Front Line (Paperback)
Series: Chandos Information Professional Series
Expected to ship within 12 - 19 working days
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The term 'customer service' is not new to the academic library
community. Academic libraries exist to serve the needs of their
community, and hence customer service is essential. However, the
term can be applied in a variety of ways, from a thin veneer of
politeness, to an all-encompassing ethic focussing organisational
and individual attention on understanding and meeting the needs of
the customer. For customers, the library's Front Line team is the
'human face' of the library. How well they do their job can have a
massive impact on the quality of the learning experience for many
students, and can directly impact upon their success. The
importance of their role, and the quality of the services they
offer, should not be underestimated - but in an increasingly
digital world, and with potentially several thousand individuals
visiting every day (whether in person or online), each with their
own agendas and requirements, how can the library's Front Line team
deliver the personal service that each of these individuals need?
Customer Service in Academic Libraries contributes to what academic
libraries, as a community, do really well - the sharing of best
practice. It brings together, in one place, examples of how Front
Line teams from libraries across a wide geographical area - Hong
Kong, Australia, Turkey and the United Kingdom - work to 'get it
right for their customers'. Between them, they cover a range of
institutions including research-intensive, mixed HE/FE, private
establishments and shared campuses. All have their own tales to
tell, their own emphases, their own ways of doing things - and all
bring their own examples of best practice, which it is hoped
readers will find useful in their own context.
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