Chapter 5

Customer Service at Victoria University, St. Albans Campus Library

Tracy Dexter-Ingram,    St. Albans Campus Library, Victoria University, Melbourne, Australia


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.


Customer-centered services; ...

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