The Virtual Customer: A New Paradigm for Improving Customer Relations in Libraries and Information Services

Satellite Meeting Sao Paulo, Brazil, August 18-20,2004

Sueli Mara Soares Pinto Ferreira, Réjean Savard, Sueli Mara Soares Pinto Ferreira, Réjean Savard

• Publisher: De Gruyter Saur
• Year: 2006
• Print ISBN:
  9783598218453
• eBook ISBN:
  9783598440175
• Topic: Languages & Linguistics
• Subtopic: Library & Information Science
• Index: Languages & Linguistics

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.

Table of contents

• Frontmatter
• Table of Contents/Sumário/Table des Matières/Contenido
• Preface
• Prefácio
• Préface
• Prefacio
• 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
• 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
• 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
• La réserve électronique aux Bibliothèques de l’Université Concordia
• The virtual customer: a new paradigm for an university library
• Acesso digital: o direito à informação na área da saúde versus a propriedade intelectual da informação tecnológica
• Interatividade na Biblioteca Virtual em Saúde
• 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
• 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
• 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
• BiblioRedes: enlazando comunidades, conectando personas
• Quelle offre éditoriale numérique pour l’usager « virtuel » des universités françaises?
• 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
• 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