This guide presents contributions from authors with extensive experience in the management of public and academic library and information services, who address the challenge of building a culture of customer focus into our coreservice provision. Each chapter aims to present a good practice guide to an element of stategic or operational management while addressing the challenge of seeing theis element of management with the customer placed at centre stage:
- The user’ perspective
- Planning and policy making
- Leadership and management
- Human resources planning
- Assuring quality
- Planning buildings for customers and services
- Developing a service culture through partnerships
- Virtual service (cited from the back cover)