Pat Gannon-Leary – författare

Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff.- Dual use – reference work and/or training manual- Potential as a text book- Applicable to a wider context than LIS – could be used for a whole HEI institutional approach to customer care or in local authorities/public services

The information needs of researchers and the ways in which the quality of information provision can be enhanced for researchers are currently a focus of attention globally, and are major priorities for higher education. Researchers rely on libraries to provide the information they need; equally, supporting research is a fundamental reason for libraries'' existence. This book explores the crucial relationship between libraries and researchers, focusing on developing and managing effective library services to support research, and includes the authentic voices of researchers surveyed. The text considers the issues in a wider strategic context: who researchers are, their information-seeking behaviour, the resources required to support research, and the current LIS response.This title covers key topics such as: supporting research and researchers - some perspectives; current challenges for libraries and research support; defining research and researchers; collection management; the researcher''s toolkit - resources; services to facilitate research; the information-literate researcher; facing the future - key challenges; and, key principles for research support. This book will inform and advise all those who work with researchers in libraries, combining practical advice with an exploration of fundamental issues relating to the relationship between research and libraries. It is essential reading for all who work in academic and research libraries, and will be of particular value to newly qualified and practising liaison and research support librarians.