PurposeThe purpose of this paper is to find out whether and to what extent managerial skills are taught in Schools of Information globally, and whether these courses are sufficient preparation for management positions in information professions.Design/methodology/approachThis is an exploratory research paper. Phase one included a literature review and a review of curricula in Schools of Information in 26 countries to see if management courses were given, as well as the type and number of courses. Phase two consisted semi‐structured interviews with 15 directors of information services in the international sector in the Geneva, Switzerland region.FindingsThe paper concludes that 73 per cent of the schools reviewed do offer management courses, although there is a wide variation between countries and schools. In the interviews it was found that 80 per cent of the directors learned their management skills on the job and 66 per cent in management development through their institutions. All interviewees said their academic courses, though relevant, were insufficient. They gave recommendations of which competencies were needed in curricula for information professionals.Originality/valueStudies on management education have been done mostly in North American, ALA‐accredited information schools. The rest of the world needs to be researched and to find its voice. The paper is relevant to schools of information globally, as well as to information professionals in the field.
The modeling of a customer experience realized through a service blueprint is useful for visualizing the structures and processes involved in its production. However, the classical service blueprint fails to consider the contribution of human factors-motivation, emotion, satisfaction, etc.-that are essential elements of service interactions and can represent important risks of non-quality. Consequently, we have developed an enhanced service blueprint dedicated to Enterprise Risk Management (ERM), which includes the human factor dimension. In order to take into account the human factor dimension in the service blueprinting syntax, we include a sociogram. A sociogram is a graph whose nodes are linked together by arrows expressing sociological and psychological variables. Thus we are able to measure and visually identify the areas at risk in an integrated manner, those which are typically attached to the dominant human factor component of service productions. To illustrate this new ERM modeling concept, we have developed a case study related to a service at the reception of a luxury hotel. We are thus able to show the advantages of using the service blueprinting approach compared to the classical risk mapping process in the context of ERM.
Service Science has slowly been coming into focus in the last few years as a multidisciplinary approach to more effective management in the service industry. It is a new and highly relevant branch of knowledge for information professionals. This article explains what it is, how it has arisen and how important it could be for information service management, development and innovation. Service Science already features in the curricula of business schools and merits introduction into Library and Information Science courses and the practice of service provision.
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