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Coffman, Steve – American Libraries, 1999
Describes customer call centers that provide customer service and support in business and considers how their routines could be adapted to library operations. Topics include centralized staff; interactive voice response; automated call distribution; question analysis; sophisticated software; training and monitoring; telephone reference; and…
Descriptors: Computer Networks, Computer Software, Library Networks, Library Services
Lukanuski, Mary – American Libraries, 1992
Describes the development of the WAIS (Wide Area Information Servers) protocol, a system that allows users access to personal, corporate, and commercial electronic information from one interface. The availability of WAIS on the Internet and the reactions of users are addressed. Several problems are considered, including funding, hardware…
Descriptors: Access to Information, Computer Networks, Computer Software, Databases