Librarians are often on both sides of the virtual service desk. Sometimes they're wearing their professional hat, developing online content, forms, and other objects to support users of their Web sites and portals. Sometimes, however, they're in the position of being consumers of online services. Librarians have invested a lot of time and money in licensing full-text resources that help facilitate online self-service -- but providing access is not enough. Although access can lead to some usage, resources are often underutilized and the best resources are overlooked. Online, they need to deliver great content and great service. Think beyond the content you're making available to library users, to the attitude you want to project on the site. Focus the implementation phase on the processes of sell-service, not just content delivery. To improve online customer service, be willing to do two things: Act quickly and fail. Agility is the name of the game.
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