Customer Service in the Information Environment (Hardcover, Reprint 2012)

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.