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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Sueli Mara Soares Pinto Ferreira, Réjean Savard
Walter de Gruyter, Jan 1, 2005 - Language Arts & Disciplines - 401 pages
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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.

 

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Contents

o ponto de vista do usuário final de programas nacionais de informação eou inclusão digital
2
4to Rediseño Portal Cuba
40
a avaliação do website do Serviço de Biblioteca e Documentação da Faculdade de Direito da USP Brasil
49
Presença temática do usuáriocliente virtual em artigos de periódicos brasileiros da área de informação
74
interação como meio para elaboração do perfil de interesse
92
La réserve électronique aux Bibliothèques de lUniversité Concordia
118
a new paradigm for an university library
128
o direito à informação na área da saúde versus a propriedade intelectual da informação tecnológica
142
cas de lapprenant en formation à distance du second cycle de lEBAD
228
realities possibilities experiences
250
a vision for a national entrance to the virtual reference
264
The development and challenges of virtual reference service of library in China
286
enlazando comunidades conectando personas
298
Quelle offre éditoriale numérique pour lusager virtuel des universités françaises?
316
lessons from Southern Africa
334
du virtuel au réel
349

Interatividade na Biblioteca Virtual em Saúde
169
vers la création de nouveaux produits documentaires en ligne
186
Together Libraries and Media Awareness Network Virtually Serve Canadian Parents and Young People
200
ações do SIBiUSP para o desenvolvimento de um tutorial
214
Hacia una perspectiva humana y humanista de la relación virtual bibliotecausuario
370
un nouveau paradigme pour lamélioration des rapports entre services dinformation et clients
378
Backmatter
383

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