Record Display for the EPA National Library Catalog


Main Title High tech, high touch : library customer service through technology /
Author Jurewicz, Lynn,
Other Authors
Author Title of a Work
Cutler, Todd.
Publisher American Library Association,
Year Published 2003
OCLC Number 52302153
ISBN 0838908608; 9780838908600
Subjects Libraries and the Internet ; Public services (Libraries)--Technological innovations ; Customer services--Technological innovations ; Library Web sites ; Dienstverlening ; Bibliotheken ; Informatietechnologie
Internet Access
Description Access URL
Library Call Number Additional Info Location Last
EJAM  Z674.75.I58J87 2003 Region 3 Library/Philadelphia, PA 01/21/2005
Collation viii, 142 pages ; 25 cm
Includes bibliographical references (pages 135-137) and index.
Contents Notes
Libraries on the Internet : rationale and issues -- What libraries can learn from business -- An automatic e-mail notification system -- Dynamic Web-based event calendar with signup system -- An online meeting room reservation system -- Portals, gateways, and directories -- Local history : online obituaries, photographs, and local newspaper articles -- Online summer reading registration, tracking, and statistics -- Providing online access to users without a library card -- Stand-alone services : bookmarklets, proxy servers, and electronic reference -- Marketing web-based library services. 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.