Serving Online Customers: Lessons For Libraries From The Business World by Donald A. BarclayServing Online Customers: Lessons For Libraries From The Business World by Donald A. Barclay

Serving Online Customers: Lessons For Libraries From The Business World

byDonald A. Barclay

Paperback | July 23, 2014

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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. 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. This book will help any library greatly enhance their online users' experience and help bring new users to the library.
Donald A. Barclay is the interim university librarian at the University of California, Merced, where he has worked since 2002. He previously worked at libraries in New Mexico and Texas.
Title:Serving Online Customers: Lessons For Libraries From The Business WorldFormat:PaperbackDimensions:232 pages, 8.92 × 6.12 × 0.6 inPublished:July 23, 2014Publisher:Rowman & Littlefield PublishersLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0810887320

ISBN - 13:9780810887329


Table of Contents

IntroductionChapter 1: Living in the Market: Libraries And BusinessesChapter 2: What Librarians Can Learn from the Business LiteratureChapter 3: Unlikely Sources: What Librarians Can Learn from the Shady Side of the WebChapter 4: Understanding the Self-Service Experience in the Online EnvironmentChapter 5: Services for Remote Users: Librarians in Search of a NicheChapter 6: Online Education: Will the Twenty-First Century Library Be on Board?Chapter 7: Designing Websites: Trust And FlowChapter 8: Artificial Intelligence in the Library: The Time Is Some Day (Maybe) Chapter 9: Assessment in the Online Environment: An Unmet ChallengeAbout the Author

Editorial Reviews

Barclay's analysis of business insights and strategies reveals useful approaches for shaping online library services.  Librarians in all settings will read his diagnosis of the state of library websites and find many practical applications and changes to consider.