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The Virtual Customer: A New Paradigm for Improving Customer Relations in Libraries and Information Services
Satellite Meeting Sao Paulo, Brazil, August 18-20,2004
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Edited by:
Sueli Mara Soares Pinto Ferreira
Language:
English
Published/Copyright:
2005
About this book
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.
Topics
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XV |
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Introduction paper/Conferência de
abertura/Conférences d’ouverture/ Conferencia de abertura
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Sueli Mara Soares Pinto Ferreira and Elisabeth Adriana Dudziak Requires Authentication Unlicensed Licensed |
2 |
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User centered web design/Design de sistema web
centrado no cliente/La conception de sites web axée sur l’usager/Design
de web centrado en el cliente
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Mirta Valdés Morris Requires Authentication Unlicensed Licensed |
40 |
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Maria Lucia Beffa and Luciana Maria Napoleone Requires Authentication Unlicensed Licensed |
49 |
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The virtual client: who is he and how to join him/O
cliente virtual: quem é e como agrupá-lo/L’usager virtuel: qui est-il et
comment le rejoindre/El cliente virtual: quién es y como
agruparlo
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Leilah Santiago Bufrem, Cecília Lícia Ramos e Medina Fabian, Sônia Maria Breda and Sandra Kiyomi Ouchi Requires Authentication Unlicensed Licensed |
74 |
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Leonardo Fernandes Souto Requires Authentication Unlicensed Licensed |
92 |
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Developing new services for academic
customers/Desenvolvimento de novos serviços para clientes acadêmicos/Le
développement de nouveaux services pour les clientèles
académiques/Desarrollo de nuevos servicios para clientes
académicos
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Olivier Charbonneau Requires Authentication Unlicensed Licensed |
118 |
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Alison Ransome and Di Clarke Requires Authentication Unlicensed Licensed |
128 |
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Medical information and the virtual
customer/Informação médica e o cliente virtual/L’information médicale et
l’usager virtuel/Información médica y el cliente virtual
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Rosana Evangelista, Vanda de Fátima Fulgêncio de Oliveira, Sandra Lúcia Pereira and Valdinéa Sonia Petinari Requires Authentication Unlicensed Licensed |
142 |
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Carmen Verônica Mendes Abdala, Ana Maria Cardoso de Araújo, Shirley Dias da Silva and Rosane Taruhn Requires Authentication Unlicensed Licensed |
169 |
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Do we need new competencies for the virtual
customer?/Precisamos de novas habilidades para lidar com o cliente
virtual?/Quelles compétences pour l’usager virtuel?/¿Nosotros
necesitamos nuevas competencias para trabajar con el cliente
virtual?
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Tarek Ouerfelli Requires Authentication Unlicensed Licensed |
186 |
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Gwynneth Evans Requires Authentication Unlicensed Licensed |
200 |
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Education and training for the virtual
customer/Educação e treinamento para o cliente virtual/Éducation et
formation pour l’usager virtuel/La educación y entrenamiento delante del
cliente virtual
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Adriana Hypólito Nogueira, Alice Mari Miyazaki de Souza, Elenise Maria de Araújo, Eliana Mara Martins Ramalho, Maria Cristina Dziaba, Telma de Carvalho, Valéria Cristina Trindade Ferraz and Virgínia Castilho Requires Authentication Unlicensed Licensed |
214 |
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Mamadou Diarra Requires Authentication Unlicensed Licensed |
228 |
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Virtual reference: a marketing
perspective/Referência virtual: uma perspectiva de marketing/La
référence virtuelle: une perspective marketing/La referencia virtual:
una perspectiva del marketing
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Christie Koontz Requires Authentication Unlicensed Licensed |
250 |
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Antonia Arahova and Sarantos Kapidakis Requires Authentication Unlicensed Licensed |
264 |
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Zhang Shuguang Requires Authentication Unlicensed Licensed |
286 |
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Management and marketing services for the virtual
customer/Serviços de marketing e administração para o cliente
virtual/Management et marketing des services pour l’usager virtuel/La
dirección y comercialización de los servicios para el cliente
virtual
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Gonzalo Oyarzún Requires Authentication Unlicensed Licensed |
298 |
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Ghislaine Chartron and Marc Minon Requires Authentication Unlicensed Licensed |
316 |
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Agricultural information and the virtual
customer/Informação em agricultura e o cliente virtual/L’Information
agricole et l’usager virtuel/Información agrícola y el cliente
virtual
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Meeting the information needs of farmers in the
electronic environment: lessons from Southern Africa
Clemence Namponya Requires Authentication Unlicensed Licensed |
334 |
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Ksibi Ahmed Requires Authentication Unlicensed Licensed |
349 |
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Wrap-up and conclusion/Síntese e conclusão/Synthèse
et conclusion/ Síntesis y conclusión
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Israel A. Núñez Paula Requires Authentication Unlicensed Licensed |
370 |
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Amadou Diop and Yawo Assigbley Requires Authentication Unlicensed Licensed |
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383 |
Publishing information
Pages and Images/Illustrations in book
eBook published on:
May 19, 2006
eBook ISBN:
9783598440175
Hardcover published on:
September 23, 2005
Hardcover ISBN:
9783598218453
Pages and Images/Illustrations in book
Front matter:
16
Main content:
385
Safety & product resources
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Manufacturer information:
Walter de Gruyter GmbH
Genthiner Straße 13
10785 Berlin
productsafety@degruyterbrill.com
