This paper presents an overview of the design, implementation, and findings of an exploratory project to evaluate customer experience at Edmonton Public Library (EPL). The EPL Intern Librarian Project had three objectives: to establish the current state of customer experience at EPL, identify pain points, and develop recommendations for improvement. The study used the ethnographic methods of Customer Journey Mapping and Service Blueprinting to directly engage with customers and staff to produce visual documents reflecting respondents’ customer experience at EPL. In order to gather data for Customer Journey Maps, participants were simultaneously observed and interviewed as they completed different activities in the library. During the creation of the Journey Maps, pain points were identified. Interactive focus groups and interviews with EPL staff members unpacked pain points and informed the creation of corresponding Service Blueprints. Based on the findings, a number of recommendations were proposed to improve the customer experience including enhanced digital wayfinding,clearly identifiable catalogue stations, and revised website FAQs. Suggestions for applying these methods include the use of multiple techniques for participant recruitment, focusing on specific library activities, and actively promoting the project internally.
The PGT25+G4 gas turbine, latest in GE Infrastructure Oil&Gas PGT25 two-shaft aeroderivative family, is a 34 MW-class gas turbine for mechanical drive and power generation applications and maintains the same efficiency and availability of the previous PGT25+. The PGT25+G4 was validated through an extensive test program, which included some key test-rigs such as the full-scale LM2500+G4 Gas Generator test and other component tests, in advance of the First Engine to Test (FETT). The FETT included an equivalent-to-production configuration package (gas turbine, auxiliaries and control system), ran in a dedicated area in GE Oil&Gas Test Facilities to validate the machine for both mechanical drive and power generation applications. All critical-to-quality parameters of the HSPT (High Speed Power Turbine) were investigated, such as turbine gas path components temperatures and stresses, PT performances and PT operability when coupled with the LM2500+G4 Gas Generator. First production unit is currently in operation at Alliance Pipeline Canada Windfall 1 Compression Station. This paper describes the gas turbine main features, how the test program was built and discusses FETT results. Moreover, gas turbine field operation experience and lessons learned are presented.
The Government of Canada identifies numeracy as a foundational skill for work, learning, and life. Libraries have historically been champions of literacy; however, the role of libraries in developing numeracy skills is understudied. Specifically, there is a critical gap in studying numeracy programs offered by public libraries. This exploratory study examines the state of numeracy programming at five major urban public libraries in Canada (Calgary Public Library, Edmonton Public Library, Bibliothèques de Montréal, Ottawa Public Library, and Toronto Public Library) to understand the types and varieties of numeracy programs that they offer. The frequency of programs, the intended age range, and the program content are the main foci of this paper. The researchers examined 1166 program listings by scraping programming information from the five libraries’ websites. The data was collected for the second week of December 2015 and relied on programming descriptions from libraries' websites. Results showed that a total of 65 programs (5.6% of total programs) covered numeracy related skills. Overall, the options to learn about numeracy concepts were very limited at all of the libraries in the sample. Calgary offered the highest number of children-focused numeracy programs, while Toronto offered the greatest number of adult-focused numeracy programs. “Math/mathematics” was the most common term used to describe numeracy-related programs. This exploratory study underscores the need for greater investigation of numeracy programming in public libraries.
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