Call centres for enhanced reference services: a comparison of selected library call centres and the Reference Point at National Library of Singapore

Abstract

The concept of a call centre is defined and the technologies employed in call centre applications are examined. The principles and practices relevant in the context of telephone services offered by libraries are highlighted. Features of call centres in selected libraries are described and compared with the Reference Point at the National Library of Singapore and recommendations on call centre practices with regard to the provision of LIS are presented.

Citation

Sattar Chaudhry, A. and Jeanne, C. (2004), "Call centres for enhanced reference services: a comparison of selected library call centres and the Reference Point at National Library of Singapore", Library Review, Vol. 53 No. 1, pp. 37-49. https://doi.org/10.1108/00242530410514784