Chapter 3

Marshalling a Century of Experience

Customizing Services for the Next Generation of Users

Esther Woo,    Engagement and Lending Services, The University of Hong Kong Libraries, University of Hong Kong, Hong Kong


This chapter introduces the customer service strategies adopted by an academic library with profound influence from both the East and the West—the University of Hong Kong Libraries. By revisiting the experience and lessons learned from the libraries’ first centenary, it is found that successful delivery of customer service hinges on good insight into user needs, collaboration and benchmarking with fellow libraries, and a spirit of continuous improvement. Its all-dimensional service initiatives and quality assurance ...

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