Customer Service at Victoria University, St. Albans Campus Library

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Dexter-Ingram, Tracy ORCID: 0000-0002-0543-0750 (2016) Customer Service at Victoria University, St. Albans Campus Library. In: Customer Service in Academic Libraries: Tales from the Front Line. Mossop, S, ed. Chandos Information Professional Series . Elsevier, Amsterdam, pp. 67-82.


This chapter describes customer services in the context of a multisite library servicing a large Australian university with a very diverse student population. The chapter discusses how the library discovers and responds to user needs and debates how the service will continue to change and adapt in order to face a future in which traditional front-facing services and paper-based resources are replaced by their online and electronic equivalents, while still maintaining the high level of customer service that its reputation is built on.

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Item type Book Section
Edition 1st
DOI 10.1016/B978-1-84334-758-3.00005-0
Official URL
ISBN 9781843347583
Subjects Historical > FOR Classification > 0807 Library and Information Studies
Current > Division/Research > Library
Keywords customer-centered services; user survey; staff development; multisite services; staff training
Citations in Scopus 0 - View on Scopus
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