Pressões e reações de mercado como fatores motivacionais na projeção do serviço de referência virtual da Biblioteca da UFLA: estudo de caso

Abstract

Globalization has brought instability and changes to the business world, prompting the need to reinvent the way they treat the customer whose demand is increasing. The service is an important item in the Reference Service for libraries, so it is necessary that the practices of this service are improved with the constantly increasing use of information technology. In this paper, was presented an analysis of pressures and market reactions as motivational factors in the projection of the Virtual Reference Service (VRS) at the Library of the Federal University of Lavras using the chat, which can be deployed in order to improve the customer service and optimize employee feedback Sector Reference to any questions the public who use the library.