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| Main Author: | |
|---|---|
| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
1993
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=ED403909 |
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Table of Contents:
- Customer Service in the Information Environment. Information Services Management Series. St. Clair, Guy Feedback Information Industry Information Management Information Services Library Development Library Role Library Surveys Program Development Program Evaluation Program Implementation Use Studies User Needs (Information) 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 professional resource shows how to use management methods to implement a strong customer service program to deliver better service to patrons. This book outlines the reasons for developing and implementing a formal customer service program, and offers special guidelines for tracking success. Highlights include: the library user as a customer; defining the role of the information services unit; informal intelligence gathering; user surveys and survey analysis; planning an information audit; designing and implementing a customer service plan; follow-up and analysis, evaluation and measurement. (Author/AEF)