ERIC Number: ED403909
Record Type: Non-Journal
Publication Date: 1993
Customer Service in the Information Environment. Information Services Management Series.
St. Clair, Guy
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)
Descriptors: Feedback, Information Industry, Information Management, Information Services, Library Development, Library Role, Library Surveys, Program Development, Program Evaluation, Program Implementation, Use Studies, User Needs (Information)
Bowker-Saur, 121 Chanlon Road, P.O. Box 31, New Providence, NJ 07974-0904 ($34.95).
Publication Type: Books; Guides - Non-Classroom; Reports - Descriptive
Education Level: N/A
Audience: Administrators; Media Staff; Practitioners
Authoring Institution: N/A