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02674aam a2200385 i 4500 001 8F78A1F68A7111E4949CD2DEDAD10320 003 SILO 005 20141223010112 008 140512s2014 mdua b 001 0 eng 010 $a 2014015462 020 $a 0810893177 (cloth : alk. paper) 020 $a 9780810893177 (cloth : alk. paper) 020 $a 0810887320 (pbk. : alk. paper) 020 $a 9780810887329 (pbk. : alk. paper) 040 $a DLC $e rda $b eng $c DLC $d YDX $d YDXCP $d BTCTA $d BDX $d UKMGB $d SKYRV $d SILO 042 $a pcc 050 00 $a Z674.75.I58 $b B37 2014 082 00 $a 020.285/4678 $2 23 100 1 $a Barclay, Donald A., $e author. 245 10 $a Serving online customers : $b lessons for libraries from the business world / $c Donald A. Barclay. 264 1 $a Lanham, Maryland : $b Rowman & Littlefield, $c [2014] 300 $a vii, 223 pages ; $c 24 cm. 504 $a Includes bibliographical references and index. 505 0 $a Living in the market : libraries and businesses -- What librarians can learn from the business literature -- Unlikely sources : what librarians can learn from the shady side of the Web -- Understanding the self-service experience in the online environment -- Services for remote users : librarians in search of a niche -- Online education : will the twenty-first century library be on board? -- Designing websites : trust and flow -- Artificial intelligence in the library : the time is some day (maybe) -- Assessment in the online environment : an unmet challenge. 520 $a This book carefully examines business literature to identify the best customer service practice on online companies and shows readers how to adopt these practices to the library environment, such as in these critical areas: improving the self-service experience, bringing reference service to the online customer, adding libraries to the distance education mix, designing library websites for both trust and pleasure, incorporating recommendation agents and avatars into online services, and linking continuous assessment to online service improvement. This book will help any library greatly enhance their online user's experiences and help bring new users to the library. 650 0 $a Libraries and the Internet. 650 0 $a Library Web sites. 650 0 $a Libraries $x Customer services. 650 0 $a Electronic reference services (Libraries) 650 0 $a Libraries and distance education. 650 0 $a Library users $x Effect of technological innovations on. 941 $a 2 952 $l UQAX771 $d 20160305011051.0 952 $l BAPH771 $d 20150926031340.0 956 $a http://locator.silo.lib.ia.us/search.cgi?index_0=id&term_0=8F78A1F68A7111E4949CD2DEDAD10320Initiate Another SILO Locator Search