Building a Successful Customer-service Culture: A Guide for Library and Information Managers

Virtual service is a bit of an oxymoron. After all, an organization either provides service to customers or not. It may be good service or bad, but it is still service. Of course the reason we qualify any term with digital, virtual, or electronic is to distinguish it from what many libraries have done in a physical space, or within the confines of geography. Some say the ultimate success of a "virtual" service, be it reference, or resource access is to drop the qualifier and simply call it reference, or service. However, I am not so sure.