Overview

As libraries move into the 21st century, serving the customer has become a key aspect of quality management and the user-centred library. This edited collection is a management guide, taking a practical and strategic approach to developing a customer-service culture. The book covers established areas such as customer satisfaction, staff training and planning, as well as developing areas such as customer services required by the virtual library environment. Each chapter takes a cross-sectoral approach to the subject and the contributors offer a range of national and international expertise in library management and research. The book considers core aspects of management from the viewpoint of customer concerns rather than from the operational requirements of the service.

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9781856044493

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It is a welcome addition for all kinds of libraries that intend to build a customer service culture...

"""Presented in a highly readable, yet informative style, this book aims to present good practice in terms of customer service. This is achieved with good management advice which focuses not only on the importance of existing customer involvement, but that of the potential customer as well."" -- Library Review"

Author Information

Maxine Melling BA PgDipLib Mlib MCLIP is Director of Learning and Information Services at Liverpool John Moores University. Joyce Little BA MBA MCLIP is Head of Libraries and Information Services at Liverpool City Council.

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