1 Table of Contents: “....Transmission -- F.7.Characteristics of Information Service -- F.8.Information Service in Digital Environment...”

2 Table of Contents: “... and information strategies -- The business concept -- Information strategies -- Voices from practitioners: Helena...”

3 Table of Contents: “... of information service organizations: Around the bend in the river...”

4 Table of Contents: “...Preparation -- The introduction -- What is customer service? -- Who are our customers...”

5 Table of Contents: “... Case study: Data services at the NIH library; 5.3.1 The initial contact; 5.3.2 Continuing support; 5.4...”

6 Table of Contents: “... management system -- Merging libraries and implementing quality management -- Relocation processes...”