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For several years the concept of ""virtual client"" or ""virtual customer"" has been part of the world of libraries and information services. This publication contains the proceedings of a satellite meeting on this topic, organized by the Management and Marketing Section of IFLA and held in Sao Paulo, Brazil in August 2004. It contains papers from more general points of views such as the democratization of access to digital information to more specific questions such as virtual libraries and new services, not forgetting user and librarian education, web site design, more specialized information

Electronic reference services (Libraries) --- Services de référence électroniques --- Internet access for library users --- Bibliotheques --- Relations avec la clientele --- Internet dans les bibliotheques --- Bibliotheques virtuelles --- Utilisateurs des bibliotheques --- Satisfaction des utilisateurs --- Electronic reference services (Libraries). --- Information services. --- Internet access for library users. --- Internet in library reference services. --- Libraries. --- Libraries and the Internet. --- BPB0510 --- 024-052 --- Bibliotheekgebruikers. Benutzerforschung. User Studies --- 024-052 Bibliotheekgebruikers. Benutzerforschung. User Studies --- Services de référence électroniques --- 021.63*2 --- 021.63*2 Bibliotheeknetten en WWW, Internet, GOPHER --- Bibliotheeknetten en WWW, Internet, GOPHER --- Customer relations --- Information services --- Libraries --- Library Internet access for users --- Public access to the Internet in libraries --- User access to the Internet in libraries --- Library users --- Multimedia library services --- Public access computers in libraries --- Data collection services --- Information brokers --- Information centers --- Information science service organizations --- Information service providers --- Providers of information services --- Information retrieval --- Information science --- Documentation --- Research --- Business --- Public relations --- Consumer affairs departments --- Customer advisory boards --- Relationship marketing --- Public institutions --- Librarians --- Management --- Marketing --- Library automation --- Computer architecture. Operating systems --- Documentation, Services de --- Relations publiques --- Gestion --- Digital libraries --- Bibliothèques virtuelles --- Bibliothèques --- Congresses --- Congrès --- Relations avec la clientèle --- Internet dans les bibliothèques --- Utilisateurs des bibliothèques --- Intelligence work (provision of services) --- Informatiebemiddeling. --- Digital libraries. --- Libraries - Public relations - Congresses. --- Customer relations - Management - Congresses. --- Information services - Marketing - Congresses. --- Internet access for library users - Congresses. --- Bibliotheques - Relations publiques - Congres. --- Relations avec la clientele - Gestion - Congres. --- Documentation, Services de - Gestion - Congres. --- Internet dans les bibliotheques - Congres. --- Bibliotheques virtuelles - Congres. --- Utilisateurs des bibliotheques - Congres. --- Bibliotheques - Satisfaction des utilisateurs - Congres.