Table of Contents
Frontmatter — Introduction to the series — Contents — Foreword — Part I. Customer service: an introduction — Chapter One. Definitions and concepts — Chapter Two. Why be concerned about customer service? — Part II. Initial stages — Chapter Three. Defining the role of the information service unit — Chapter Four. Informal – and not-so-informal – intelligence gathering — Chapter Five. Defining the market and selecting specific user groups — Part III. The players — Chapter Six. Nurturing the culture: management and staff together — Chapter Seven. Whose information is it anyway? Involving users in the process — Part IV. Key tools — Chapter Eight. The needs analysis, user survey and the information audit — Chapter Nine. The marketing information system — Chapter Ten. Designing and implementing the Customer Service Plan — Part V. Benefits to the customer/user — Chapter Eleven. Quality assurance, standards and quality services — Chapter Twelve. Follow-up and analysis, evaluation, and measurement — Selected bibliography — Index
