The Virtual Customer: A New Paradigm for Improving Customer Relations in Libraries and Information Services : : Satellite Meeting Sao Paulo, Brazil, August 18-20,2004 / / ed. by Sueli Mara Soares Pinto Ferreira, Réjean Savard.

• Superior document: Title is part of eBook package: De Gruyter DGBA Backlist Complete English Language 2000-2014 PART1
• MitwirkendeR: Ahmed, Ksibi,; Arahova, Antonia,; Assigbley, Yawo,; Beffa, Maria Lucia,; Breda, Sônia Maria,; Cardoso de Araújo, Ana Maria,; Castilho, Virgínia,; Charbonneau, Olivier,; Chartron, Ghislaine,; Clarke, Di,; Diarra, Mamadou,; Dias da Silva, Shirley,; Diop, Amadou,; Dudziak, Elisabeth Adriana,; Dziaba, Maria Cristina,; Evangelista, Rosana,; Evans, Gwynneth,; Fernandes Souto, Leonardo,; Kapidakis, Sarantos,; Kiyomi Ouchi, Sandra,; Koontz, Christie,; Martins Ramalho, Eliana Mara,; Mendes Abdala, Carmen Verônica,; Minon, Marc,; Miyazaki de Souza, Alice Mari,; Morris, Mirta Valdés,; Namponya, Clemence,; Napoleone, Luciana Maria,; Nogueira, Adriana Hypólito,; Núñez Paula, Israel A.,; Ouerfelli, Tarek,; Oyarzún, Gonzalo,; Pereira, Sandra Lúcia,; Petinari, Valdinéa Sonia,; Ramos e Medina Fabian, Cecília Lícia,; Ransome, Alison,; Santiago Bufrem, Leilah,; Shuguang, Zhang,; Soares Pinto Ferreira, Sueli Mara,; Taruhn, Rosane,; Trindade Ferraz, Valéria Cristina,; de Araújo, Elenise Maria,; de Carvalho, Telma,; de Fátima Fulgêncio de Oliveira, Vanda,
• HerausgeberIn: Ferreira, Sueli Mara Soares Pinto,; Savard, Réjean,
• Place / Publishing House: Berlin ;, Boston : : K. G. Saur, , [2006]; ©2005
• Year of Publication: 2006
• Language: English
• Series: IFLA Publications , 117
• Physical Description: 1 online resource (385 p.)

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, etc. The readers of these proceedings will find along these pages a very stimulating content which will guide them towards better services for virtual clients. Papers are presented in the original language of their presentation (Portuguese, French, Spanish and English) with summaries in these four languages.

Seit einigen Jahren gehört das Konzept des "virtuellen Klienten" oder "virtuellen Kunden" zur Welt der Bibliotheken und Informationsdienste. Diese Publikation enthält die Tagungsberichte einer Satellitenkonferenz zu diesem Thema, die von der Management- und Marketing-Sektion der IFLA organisiert und in Sao Paulo, Brasilien im August 2004 abgehalten wurde. Die Publikation umfasst Beiträge zu allgemeineren Gesichtspunkten wie der Demokratisierung des Zugangs zu digitaler Information bis hin zu spezifischeren Themen wie virtuellen Bibliotheken und neuen Dienstleistungen, nicht zu vergessen die Beiträge zu den Themen Benutzer- und Bibliothekarsausbildung, Website-Design, spezialisierte Fachinformation usw. Die Leser dieser Tagungsberichte werden auf diesen Seiten einen sehr anregenden Inhalt finden, der sie zu besseren Dienstleistungen für virtuelle Klienten führt. Die Beiträge erscheinen in der Originalsprache ihrer Präsentation (Portugiesisch, Französisch, Spanisch und Englisch) mit Zusammenfassungen in diesen vier Sprachen.

Table of Contents

Frontmatter -- Table of Contents/Sumário/Table des -- Matières/Contenido -- Preface -- Prefácio -- Préface -- Prefacio -- Introduction paper/Conferência de -- abertura/Conférences d’ouverture/ Conferencia de abertura -- A apropriação informacional para a cidadania na -- América Latina: o ponto de vista do usuário final de programas nacionais -- de informação e/ou inclusão digital -- User centered web design/Design de sistema web -- centrado no cliente/La conception de sites web axée sur l’usager/Design -- de web centrado en el cliente -- 4to. Rediseño Portal Cuba -- Estruturando a informação para um sistema virtual -- centrado no usuário: a avaliação do website do Serviço de Biblioteca e -- Documentação da Faculdade de Direito da USP, Brasil -- The virtual client: who is he and how to join him/O -- cliente virtual: quem é e como agrupá-lo/L’usager virtuel: qui est-il et -- comment le rejoindre/El cliente virtual: quién es y como -- agruparlo -- Presença temática do usuário/cliente virtual em -- artigos de periódicos brasileiros da área de informação -- Disseminação seletiva de informações: interação -- como meio para elaboração do perfil de interesse -- Developing new services for academic -- customers/Desenvolvimento de novos serviços para clientes acadêmicos/Le -- développement de nouveaux services pour les clientèles -- académiques/Desarrollo de nuevos servicios para clientes -- académicos -- La réserve électronique aux Bibliothèques de -- l’Université Concordia -- The virtual customer: a new paradigm for an -- university library -- Medical information and the virtual -- customer/Informação médica e o cliente virtual/L’information médicale et -- l’usager virtuel/Información médica y el cliente virtual -- Acesso digital: o direito à informação na área da -- saúde versus a propriedade intelectual da informação tecnológica -- Interatividade na Biblioteca Virtual em -- Saúde -- Do we need new competencies for the virtual -- customer?/Precisamos de novas habilidades para lidar com o cliente -- virtual?/Quelles compétences pour l’usager virtuel?/¿Nosotros -- necesitamos nuevas competencias para trabajar con el cliente -- virtual? -- Les nouvelles compétences du bibliothécaire à l’ère -- de l’usager extra muros: vers la création de nouveaux produits -- documentaires en ligne -- The Web Awareness Program: Together Libraries and -- Media Awareness Network Virtually Serve Canadian Parents and Young -- People -- Education and training for the virtual -- customer/Educação e treinamento para o cliente virtual/Éducation et -- formation pour l’usager virtuel/La educación y entrenamiento delante del -- cliente virtual -- Facilidades para acesso a periódicos eletrônicos: -- ações do SIBi/USP para o desenvolvimento de um tutorial -- Les besoins d’information et de communication de -- l’usager virtuel: cas de l’apprenant en formation à distance du second -- cycle de l’EBAD -- Virtual reference: a marketing -- perspective/Referência virtual: uma perspectiva de marketing/La -- référence virtuelle: une perspective marketing/La referencia virtual: -- una perspectiva del marketing -- Market research and the virtual customer: -- realities, possibilities, experiences -- Greek libraries: a vision for a national entrance -- to the virtual reference -- The development and challenges of virtual reference -- service of library in China -- Management and marketing services for the virtual -- customer/Serviços de marketing e administração para o cliente -- virtual/Management et marketing des services pour l’usager virtuel/La -- dirección y comercialización de los servicios para el cliente -- virtual -- BiblioRedes: enlazando comunidades, conectando -- personas -- Quelle offre éditoriale numérique pour l’usager « -- virtuel » des universités françaises? -- Agricultural information and the virtual -- customer/Informação em agricultura e o cliente virtual/L’Information -- agricole et l’usager virtuel/Información agrícola y el cliente -- virtual -- Meeting the information needs of farmers in the -- electronic environment: lessons from Southern Africa -- Produits et services pour les unités documentaires -- agronomiques tunisiennes: du virtuel au réel -- Wrap-up and conclusion/Síntese e conclusão/Synthèse -- et conclusion/ Síntesis y conclusión -- Hacia una perspectiva humana y humanista de la -- relación virtual biblioteca-usuario -- Le client virtuel: un nouveau paradigme pour -- l’amélioration des rapports entre services d’information et -- clients -- Backmatter