High Tech, High Touch : Library Customer Service Through Technology / Lynn Jurewicz & Todd Cutler

By:

Jurewicz, Lynn

Contributor(s):

Cutler, Todd

Material type: Text

TextLanguage: English Publication details: Chicago : American Library Association, 2003.Description: viii, 142p.: ill.; 25cmISBN:

9788170005797

Subject(s):

Library and Information Science

DDC classification:

23 025.524 JUR

Contents:

1. Libraries on the Internet : rationale and issues 2. What libraries can learn from business 3. An automatic e-mail notification system 4. Dynamic Web-based event calendar with signup system 5. An online meeting room reservation system 6. Portals, gateways, and directories 7. Local history : online obituaries, photographs, and local newspaper articles 8. Online summer reading registration, tracking, and statistics 9. Providing online access to users without a library card 10. Stand-alone services : bookmarklets, proxy servers, and electronic reference 11. Marketing web-based library services.

Summary: Ever-expanding technologies are raising the bar, as customers increasingly expect fast, sophisticated solutions and results in their interactions with the library. Drawing on their system of improved customer service available through technology, the authors show how automating traditional library services can decrease staff workloads while improving speed and access for customers. Real-life lessons and visual examples from libraries who have implemented these systems provide a customizable model for your library to achieve the same goals-from offering virtual library cards to online registration for library programs. High Tech, High Touch illustrates technical solutions that really work, inspired by effective customer service strategies used by businesses. These are unique technology solutions-based on digital libraries, portals, e-mail notifications, and database interfaces to the Web-to solve everyday public library problems. Supported by narrative descriptions and screen shots, this is a springboard for designing customized library systems that address unique local service issues. Library directors, branch managers, and department heads can automate the most tedious library tasks while improving customer service and saving staff time

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode
General Books	CUTN Central Library Generalia	Non-fiction	025.524 JUR (Browse shelf(Opens below))	Available		43087

Ever-expanding technologies are raising the bar, as customers increasingly expect fast, sophisticated solutions and results in their interactions with the library. Drawing on their system of improved customer service available through technology, the authors show how automating traditional library services can decrease staff workloads while improving speed and access for customers. Real-life lessons and visual examples from libraries who have implemented these systems provide a customizable model for your library to achieve the same goals-from offering virtual library cards to online registration for library programs. High Tech, High Touch illustrates technical solutions that really work, inspired by effective customer service strategies used by businesses. These are unique technology solutions-based on digital libraries, portals, e-mail notifications, and database interfaces to the Web-to solve everyday public library problems. Supported by narrative descriptions and screen shots, this is a springboard for designing customized library systems that address unique local service issues. Library directors, branch managers, and department heads can automate the most tedious library tasks while improving customer service and saving staff time

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