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Library customer service in an Italian university library: from ILL to circulation and back

Library customer service in an Italian university library: from ILL to circulation and back Purpose – This paper aims to describe the changes taking place at Bocconi University in Milan, Italy, after the introduction of a new automated system, and to propose the integration of the work of the Document Supply (DS) and the Circulation Departments with radical changes in the job descriptions of both. Design/methodology/approach – The paper is descriptive in nature. Findings – Automation has led to process changes but not yet to the staffing changes that have become possible. Originality/value – The paper shows how one university is responding to the changes that are taking place technologically and particularly in relation to document supply librarians and staff in the service areas of the main library. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Interlending & Document Supply Emerald Publishing

Library customer service in an Italian university library: from ILL to circulation and back

Anna Vaglio; Manuela D'Urso
Interlending & Document Supply , Volume 36 (2): 4 – May 30, 2008
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References (2)

Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0264-1615
DOI
10.1108/02641610810878594
Publisher site
See Article on Publisher Site

Abstract

Purpose – This paper aims to describe the changes taking place at Bocconi University in Milan, Italy, after the introduction of a new automated system, and to propose the integration of the work of the Document Supply (DS) and the Circulation Departments with radical changes in the job descriptions of both. Design/methodology/approach – The paper is descriptive in nature. Findings – Automation has led to process changes but not yet to the staffing changes that have become possible. Originality/value – The paper shows how one university is responding to the changes that are taking place technologically and particularly in relation to document supply librarians and staff in the service areas of the main library.

Journal

Interlending & Document Supply – Emerald Publishing

Published: May 30, 2008

Keywords: Document delivery; University libraries; Italy

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