Customer services in the National Library of Australia: leading edge or dragging the chain?

Missingham, Roxanne

Australian Library Journal 2001 50 (2)1191
(ReLIS:jul:juljuh:y:2001:v:50:i:2:p:1191)

Abstract:

Customer service in commonwealth government agencies has come a long way in the last decade. The growth of awareness of consumer affairs has led to the development of a service charter and complaints handling process in the National Library of Australia that provides a model of service in a public enterprise. Recent focus groups and a survey of customers have shown increasing satisfaction with the library's service, but reflect a very low awareness of the service charter. This raises questions about how complaint resolution is perceived. The development of online services such as digital collections is discussed in terms of service expectations of clients.

Keywords: Servicios bibliotecarios ; Bibliotecas nacionales ; Australia
Pages: 1191
Volume: 50
Year: 2001
Issue: 2

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