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024 --- 027.71 --- Academic libraries --- -Libraries and scholars --- -Libraries and students --- -Libraries --- Library services to students --- Public libraries --- Students and libraries --- Students --- Libraries --- Library services to scholars --- Scholars and libraries --- Scholars --- College libraries --- Libraries, University and college --- University libraries --- Libraries and colleges --- Bibliotheekgebruik --- Universiteitsbibliotheken --- Services to students --- Services to scholars --- Services to colleges and universities --- -Bibliotheekgebruik --- 027.71 Universiteitsbibliotheken --- 024 Bibliotheekgebruik --- -027.71 Universiteitsbibliotheken --- Libraries and scholars --- Libraries and students --- Information user --- Documentation and information --- United States --- United States of America

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Technological progress has meant that the old measures of service quality no longer apply. If libraries are to succeed, they must see themselves in competition with other institutions and sources of information, especially the Web, and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways, including: * Distance education * Use of library Web sites * Partnerships and consortia for electronic collections * Ways to effectively embrace change for continuous improvement. Readership: Senior librarians, library directors, and trustees will learn how to see the library as the customer does with the aid of dozens of tools to measure service quality - from mystery shoppers and benchmarking to surveys and group interviews.

Information user --- Library research --- United States --- Public services (Libraries) --- Bibliothèques --- Evaluation. --- Services aux usagers --- Evaluation --- Bibliothèques --- Library Services --- Bibliometrics --- Public services (Libraries) - Evaluation. --- Public services (Libraries) - United States - Evaluation --- United States of America

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