Before the Web existed, anyone who wanted free information had to use the library. Now, a wealth of information on every possible service is accessible online. To compete in the digital age, libraries must provide outstanding customer service to their virtual users. But, where can they turn to learn how to do that? Serving Online Customers: Lessons for Libraries from the Business World is a practical guide to steps libraries can take to adopt the best practices of e-business to their own online operations. Donald A. Barclay has carefully examined business literature to identify the best customer service practices of online companies and shows readers how to adapt these to the library environment. Chapter coverage includes these critical areas: *Improving the Self-Service Experience *Bringing Reference Service to the Online Customer *Adding Libraries to the Distance Education Mix *Designing Library Websites for Both Trust and Pleasure *Implementing Recommendation Agents and Avatars into Online Services *Linking Continuous Assessment to Online Service Improvement This book will help any library greatly enhance their online users' experience and help bring new users to the library.
Mark Brandon Read, known to his friends and enemies alike as "Chopper", has spent more than 17 years in prison and has a reputation for violence earned in a blood-spattered career as a streetfighter, standover man, gunman and underworld executioner. He has been shot, stabbed, hit with a claw hammer and nearly kicked to death. In "Chopper 3", Read reveals more stories from the underworld, bringing his humour and sharp eye to bear on prison life, brutality, corruption and the warped code of the values of the criminal fraternity.