Customer Service in the Information Environment

Guy St. Clair, Degruyter, Guy St Clair

Customer Service in the Information Environment
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Customer Service in the Information Environment

Guy St. Clair, Degruyter, Guy St Clair

Information is a consumer-driven commodity: the very existence of libraries and information centers is based on the patrons' need for specific information or material.This book outlines the reasons for developing and implementing a formal customer service program and provides specific techniques for establishing such programs in libraries and information centers. Topics covered include the library user as a customer, defining the library’s roles, user surveys and survey analysis, and more.

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