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December 2001
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Table of Contents - December 2001
Table of Contents - December 2001
| Information Outlook, Vol. 5, no. 12, December 2001 | ||
| Features | ||
 Page 6 | 6 Talking About Customer Service Customer service is something that everyone talks about, but very few people seem to know much about. Two people who do know something about customer service, Mary Talley and Joan Axelroth, take a look at exactly what it is and how your library can provide more of it. | |
 Page 14 | 14 Good to Great: A Conversation with Jim Collins The notion of moving upgoing from bad to good or good to greatis prevalent in the American culture. Yet, it is very difficult for companies to become great in the American economic system. A company can often become good, but it is a challenge to become great. Author Jim Collins pinpointed the factors that can help a company achieve greatness in his latest book, Good to Great. Collins took time to talk with Information Outlook about becoming great. | |
 page 24 | 24 Making the Transistion: Bulgarian Librarians Struggle in a Post-Communist World Like most Eastern European countries, Bulgaria has struggled to find its way in the years since the fall of communism. The country's libraries have not been exempt from this transition, with much of the financial support they enjoyed under communism drying up. Sherrie Kline Smith takes a look at how one library in Bulgaria is handling this problem and what it is doing to fill the shelves. | |
 page 30 | 30 Packing Them In: 67th Annual IFLA Sets New Records The 67th edition of the IFLA Conference, held in Boston, MA, was a record breaker in both attendees and exhibitors. A number of SLA members were on hand and filed reports from the conference. | |
| Columns | |
| 5 Executive Outlook September 11thWhere Do We Go From Here? | 42 Communications Outlook Understanding Tragedy Through Introspection |
| 36 Conference Countdown Look Ma. No Car! | 44 Strategic Learning Outlook Remembering 2001 |
| 38 All About Drucker The Essential Drucker | 46 Making News Members and Units in the News |
| 40 Copyright Corner Librarian / Publisher Disputes In The Copyright Arena | |
Departments
48 Coming Events
48 Advertising Index
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