Library, provides this perfect mix of provocative arguments and useful, hands-on advice. He addresses important questions including: what is the optimal mix of desk/phone/email/chat? What kind of resource for what kind of user? What software for what purpose ? What values to hold on to and what habits to break? Loaded with salient considerations, pointers, and encouragement, this book will have at the library world talking on a subject we urgently need to address.

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