Before the Web existed, anyone who wanted free information had to use the library. Now, a wealth of information on every possible service is accessible online. To compete in the digital age, libraries must provide outstanding customer service to their virtual users. Serving Online Customers: Lessons for Libraries from the Business World is a practical guide to steps libraries can take to adopt the best practices of e-business to their own online operations. Donald A. Barclay has carefully examined business literature to identify the best customer service practices of online companies and shows readers how to adapt these to the library environment. This book will help any library greatly enhance their online users’ experience and help bring new users to the library.