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VIRTUAL CUST: IMPROVING CUST ELATIONS LIB & INFO SVCS

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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.<P>
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.

Virtual Customer: A New Paradigm for Improving Customer Relations in Libraries and Information Services

Post Secondary Four Year

College Freshman

College Junior

College Sophomore

College Senior

Virtual Customer

Duration

Duration Unit Of Measure

Transaction Type

Cover.
Half Title Page.
Other Frontmatter.
Title Page.
Copyright Page.
Table of Contents/Sum&#x00E1;rio/Table des Mati&#x00E8;res/Contenido.
Preface.
Pref&#x00E1;cio.
Pr&#x00E9;face.
Prefacio.
1: Introduction Paper / Confer&#x00EA;ncia de Abertura / Conf&#x00E9;rences D&#x0027;Ouverture / Conferencia de Abertura.
2: A Apropria&#x00E7;&#x00E3;o Informacional Para a Cidadania na Am&#x00E9;rica Latina: O Ponto de Vista do Usu&#x00E1;rio Final de Programas Nacionais de Informa&#x00E7;&#x00E3;o e/ou Inclus&#x00E3;o Digital.
3: User Centered Web Design / Design de Sistema Web Centrado no Cliente / La Conception de Sites Web Ax&#x00E9;e sur l&#x0027;Usager / Design de Web Centrado en el Cliente.
4: 4to. Redise&#x00F1;o Portal Cuba.
5: Estruturando a Informa&#x00E7;&#x00E3;o Para um Sistema Virtual Centrado No Usu&#x00E1;rio: A Avalia&#x00E7;&#x00E3;o do Website do Servi&#x00E7;o de Biblioteca e Documenta&#x00E7;&#x00E3;o da Faculdade de Direito da USP, Brasil.
6: The Virtual Client: Who Is He and How to Join Him / O Cliente Virtual: Quem &#x00E9; e Como Agrup&#x00E1;-lo / L&#x0027;Usager Virtuel: Qui Est-il et Comment le Rejoindre el Cliente Virtual: Qui&#x00E9;n es y Como Agruparlo.
7: Presen&#x00E7;a Tem&#x00E1;tica do Usu&#x00E1;rio/Cliente Virtual em Artigos de Peri&#x00F3;dicos Brasileiros da &#x00C1;rea de Informa&#x00E7;&#x00E3;o.
8: Dissemina&#x00E7;&#x00E3;o Seletiva de Informa&#x00E7;&#x00F5;es: Intera&#x00E7;&#x00E3;o Como Meio Para Elabora&#x00E7;&#x00E3;o do Perfil de Interesse.
9: Developing New Services for Academic Customers / Desenvolvimento de Novos Servi&#x00E7;os para Clientes Acad&#x00EA;micos / Le D&#x00E9;veloppement de Nouveaux Services pour les Client&#x00E8;les Acad&#x00E9;miques / Desarrollo de Nuevos Servicios Para Clientes Acad&#x00E9;micos.
10: La R&#x00E9;serve &#x00C9;lectronique aux Biblioth&#x00E8;ques de L&#x0027;Universit&#x00E9; Concordia.
11: The Virtual Customer: A New Paradigm for an University Library.
12: Medical Information and the Virtual Customer / Informa&#x00E7;&#x00E3;o M&#x00E9;dica e o Cliente Virtual / L&#x0027;Information M&#x00E9;dicale et l&#x0027;Usager Virtuel / Informaci&#x00F3;n M&#x00E9;dica y el Cliente Virtual.
13: Acesso Digital: O Direito &#x00C0; Informa&#x00E7;&#x00E3;o na &#x00C1;rea da Sa&#x00FA;de Versus a Propriedade Intelectual da Informa&#x00E7;&#x00E3;o Tecnol&#x00F3;gica.
14: Interatividade na Biblioteca Virtual em Sa&#x00FA;de.
15: Do We Need New Competencies for the Virtual Customer? / Precisamos de Novas Habilidades para Lidar Com o Cliente Virtual? Quelles Comp&#x00E9;tences pour L&#x0027;Usager Virtuel? / &#x00BF;Nosotros Necesitamos Nuevas Competencias para Trabajar con el Cliente Virtual?.
16: Les Nouvelles Comp&#x00E9;tences du Biblioth&#x00E9;caire &#x00C0; L&#x0027;&#x00C8;re de L&#x0027;Usager Extra Muros: Vers la Cr&#x00E9;ation de Nouveaux Produits Documentaires en Ligne.
17: The Web Awareness Program: Together Libraries and Media Awareness Network Virtually Serve Canadian Parents and Young People.
18: Education and Training for the Virtual Customer / Educa&#x00E7;&#x00E3;o e Treinamento Para o Cliente Virtual / &#x00C9;ducation et Formation pour L&#x0027;Usager Virtuel / La Educaci&#x00F3;n y Entrenamiento Delante del Cliente Virtual.
19: Facilidades Para Acesso a Peri&#x00F3;dicos Eletr&#x00F4;nicos: A&#x00E7;&#x00F5;es do SIBi/USP Para o Desenvolvimento de um Tutorial.
20: Les Besoins D&#x0027;Information et de Communication de L&#x0027;Usager Virtuel: Cas de L&#x0027;Apprenant en Formation &#x00C0; Distance du Second Cycle de L&#x0027;EBAD.
21: Virtual Reference: A Marketing Perspective / Refer&#x00EA;ncia Virtual: Uma Perspectiva de Marketing / La R&#x00E9;f&#x00E9;rence Virtuelle: Une Perspective Marketing / La Referencia Virtual: Una Perspectiva del Marketing.
22: Market Research and the Virtual Customer: Realities, Possibilities, Experiences.
23: Greek Libraries: A Vision for a National Entrance to the Virtual Reference.
24: The Development and Challenges of Virtual Reference Service of Library in China.
25: Management and Marketing Services for the Virtual Customer / Servi&#x00E7;os de Marketing e Administra&#x00E7;&#x00E3;o para o Cliente Virtual / Management et Marketing des Services pour l&#x0027;Usager Virtuel / La Direcci&#x00F3;n y Comercializaci&#x00F3;n de los Servicios para el Cliente Virtual.
26: BiblioRedes: Enlazando Comunidades, Conectando Personas.
27: Quelle Offre &#x00C9;ditoriale Num&#x00E9;rique pour L&#x0027;Usager &#x00AB; Virtuel &#x00BB; des Universit&#x00E9;s Fran&#x00E7;aises?.
28: Agricultural Information and the Virtual Customer / Informa&#x00E7;&#x00E3;o em Agricultura e o Cliente Virtual / L&#x0027;Information Agricole et l&#x0027;Usager Virtuel / Informaci&#x00F3;n Agr&#x00ED;cola y el Cliente Virtual.
29: Meeting the Information Needs of Farmers in the Electronic Environment: Lessons from Southern Africa.
30: Produits et Services pour les Unit&#x00E9;s Documentaires Agronomiques Tunisiennes: Du Virtuel au R&#x00E9;el.
31: Wrap-up and Conclusion / S&#x00ED;ntese e Conclus&#x00E3;o / Synth&#x00E8;se et Conclusion / S&#x00ED;ntesis y Conclusi&#x00F3;n.
32: Hacia una Perspectiva Humana y Humanista de la Relaci&#x00F3;n Virtual Biblioteca-Usuario.
33: Le Client Virtuel: Un Nouveau Paradigme pour l&#x0027;Am&#x00E9;lioration des Rapports Entre Services D&#x0027;Information et Clients.
Author Index.
Geographic Index.

Virtual Customer: A New Paradigm for Improving Customer Relations in Libraries and Information Services.css-1p8rvzy{position:absolute;padding-left:8px;}

Virtual Customer: A New Paradigm for Improving Customer Relations in Libraries and Information Services