Full Record – Author

Ref Type: Journal Article

Authors: Arathoon,Trish,

Title: Engaging with the virtual customer: seminar report

Publication Full: Refer

Year: 2006 Volume: 22 Issue: 1

Start Page: 3 Other Pages: 12

Descriptors: ELECTRONIC reference services (Libraries), ONLINE information services, REFERENCE services (Libraries), VIRTUAL communications, ELECTRONIC information resources, INFORMATION professionals, SEMINARS, CUSTOMER services, INFORMATION Services Group Inc,


The article presents information on the report of a seminar on the topic "How to engage with the virtual customer," held by Information Services Group Inc. on November 30, 2005. The seminar was aimed to highlight the benefits of online services as compared to that of traditional face-to-face reference services to customers. However, it was concluded that the online reference service should not be seen as a replacement for the services that are currently being offered. An online virtual enquiry service, suggestively, should be included as an element in an integrated reference service, which is a collection of several virtual services and face-to-face services. Several methods of service delivery, including good communication and customer care skills, were discussed during the seminar. There are four basic elements of a digital or online, reference service: the user; the interface, such as the Internet, telephone, videos, etc.; resource, whether electronic or printed; and the information professional.


TY: RPRT; M3: Report; Arathoon, Trish 1; Affiliations: 1: Humanities and Special Collections Reference Services Manager, British Library. Source Info: Winter2006, Vol. 22 Issue 1, p3; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: ONLINE information services; Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: VIRTUAL communications; Thesaurus Term: ELECTRONIC information resources; Thesaurus Term: INFORMATION professionals; Subject Term: SEMINARS; Subject Term: CUSTOMER services; Number of Pages: 10p. Document Type: Report

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Retrieved Date:January 1, 1970

Editors: NULL

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Publisher: NULL

Place Of Publication: NULL

Issn Isbn: 1442384