Customer Service in the Information Environment / / ed. by Guy St. Clair.

• Superior document: Title is part of eBook package: De Gruyter DGBA Library Information Science 1990 - 1999
• HerausgeberIn: St. Clair, Guy,
• Place / Publishing House: Berlin ;, Boston : : K. G. Saur, , [2012]; ©1994
• Year of Publication: 2012
• Edition: Reprint 2012
• Language: English
• Series: Information Services Management Series
• Physical Description: 1 online resource (144 p.)
• Other title: Frontmatter --; Introduction to the series --; Contents --; Foreword --; Part I. Customer service: an introduction --; Chapter One. Definitions and concepts --; Chapter Two. Why be concerned about customer service? --; Part II. Initial stages --; Chapter Three. Defining the role of the information service unit --; Chapter Four. Informal – and not-so-informal – intelligence gathering --; Chapter Five. Defining the market and selecting specific user groups --; Part III. The players --; Chapter Six. Nurturing the culture: management and staff together --; Chapter Seven. Whose information is it anyway? Involving users in the process --; Part IV. Key tools --; Chapter Eight. The needs analysis, user survey and the information audit --; Chapter Nine. The marketing information system --; Chapter Ten. Designing and implementing the Customer Service Plan --; Part V. Benefits to the customer/user --; Chapter Eleven. Quality assurance, standards and quality services --; Chapter Twelve. Follow-up and analysis, evaluation, and measurement --; Selected bibliography --; Index
• Format: Mode of access: Internet via World Wide Web.
• ISBN: 9783110956788; 9783110636222
• DOI: 10.1515/9783110956788
• Access: restricted access
• Hierarchical level: Monograph
• Statement of Responsibility: ed. by Guy St. Clair.