Diploma of Library and Information Services: Books and eBooks

For students studying Certificate IV in Library and Information Services and the Diploma of Library and Information Services

On this page

 Resources available to help with your study

Additional Resources

 Find books from your reading list at Victoria Univeristy Library.

 

 

Albrecht, K 1992, The only thing that matters, Harper Business, California.

Chapman, J 2003,  Help desk management in a week, 2nded., Hodder & Stoughton, London.

Dwyer, J  2012, The business communication handbook,  9th ed.,  Pearson Australia, French's Forest,  N.S.W.

Eunson, B 1994,  Communicating for team building,  John  Wiley & Sons, Brisbane.

Griffith, S 2007, Manage quality customer service. Software, Sydney.

Hernon, P & Whitman JR 2001, Delivering satisfaction and service quality: a customer-based approach for libraries, ALA, Chicago.

Leland, K & Bailey K 2001, Customer service for dummies, IDG Books Worldwide, Foster City, California

Martin, WB  1993, Quality customer service, 4th ed., Crisp, Menlo Park, California

Melling, M & Little, J (eds), 2002, Building a successful customer service culture: A guide for library and information managers, Facet Publishing, London.

Morgan, RL 1989, Calming upset customers. Menlo Park, Crisp, California.

National standards for Australian museums and galleries 2016

Overton, R 2002, Customer service, Martin Management, Sydney.

Peel, M 1987,  Customer service, Kogan Page, London.

Rubin, R J 2011, Defusing the angry patron 2nded., Neal Schuman, New York.

Weaver, S 2007, Creating great customer service experiences: a guide for museums, parks, zoos, gardens and libraries. Left Coast Press, Walnut Creek, California.

Woodward, J 2004, Creating the customer-driven library: building on the bookstore model. ALA, chicago.