CUSTOMERS IN FOCUS: BUILDING NATIONWIDE LIBRARY (E-)SERVICES TO STRENGTHEN THE IMPACT OF LIBRARIES
The National Library of Estonia has a number of tasks – the main ones being to act as a parliamentary library, social sciences and humanities library, cultural center and last but not least, as the development center for Estonian libraries. It is a diverse task with the main goal to achieve a high and steady level of the library service countrywide, which needs to be seamless for the customers and cost effective for the service providers. One way on this road is to create library services that are targeting equally all the members of the whole community regardless of their place of residence, age, nationality, or other characteristics. In this talk, a few of such steps will be introduced.