Identifying Customer Expectations is Key to Evidence Based Service Delivery

McKnight, Susan

doi:10.18438/b89g8d

Cited by 6 publications

(2 citation statements)

References 8 publications

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“…In addition, the technological opportunities to collect and analyze large amounts of complex user data have developed, especially, through the availability of advanced statistical software which played a significant role through the 1970s and early 1980s, especially, in the community information literature (Bunch, 1982;Martin, 1989;Usherwood, 1989); during the following decennium, the late 1980s and the 1990s, the professional user understanding was influenced by another, and -in many respects -quite different user image, namely, the user as a customer. That image was particularly influential within areas such as business information provision to local companies through public libraries (Jackson, 2002;McKnight and Booth, 2010;McKnight, 2008;Miao and Bassham, 2006;Rowley, 2000Rowley, , 1997. The latest example of an influential library made user image, is probably the user as a creative partner, an image which has influenced several recent and prominent library building projects, questioning whether new libraries are designed as "cultural havens for the creative class" or as libraries for all (Skot-Hansen et al, 2012, p. 16).…”

Section: Introductionmentioning

confidence: 99%

Understanding users: from man-made typologies to computer-generated clusters

Johannsen

2014

New Library World

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The aim of this article is to identify the main approaches and discuss their perspectives, including their strengths and weaknesses in, especially, public library contexts. The purpose is also to present and discuss the results of a recent -2014 -Danish library user segmentation project using computer-generated clusters. Compared to traditional marketing texts, this article also tries to identify users segments or images created by the library profession itself. Segmentation of users can help libraries in the process of understanding user similarities and differences. Segmentation can also form the basis for selecting segments as target users and for developing tailored services for specific target segments. Thus, several approaches and techniques have been tested in library contexts. Design/methodology/approach -Basically, the article is built upon a literature review concerning different approaches to user segmentation in, especially, public library context from approximately 1980 till now (May 2014). Findings -The article reveals that -at least -five different principal approaches to user segmentation have been applied by the library sector during the past 30-35 years. Characteristics, strengths and weaknesses of the different approaches are identified, discussed and evaluated. Practical implications -When making decisions on future library user surveys, it is certainly an advantage, concerning the ability to make qualified decision, to know what opportunities that are at hand for identifying important segments. Originality/value -Some of the approaches have been treated individually in the library literature; however, it is probably the first time that the professions own user images and metaphors are dealt with in a user segmentation context.

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Section: Introductionmentioning

confidence: 99%

Understanding users: from man-made typologies to computer-generated clusters

Johannsen

2014

New Library World

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“…Furthermore, understanding customer expectations enhances the capacity for a library to respond to changes and implement improvements to services (McKnight & Booth, 2010).…”

Section: Introductionmentioning

confidence: 99%

Putting it to the Comic Book Fans: Is Auckland Libraries’ Comic Book/Graphic Novel and Manga Collection Meeting Customer Expectations?

Priest¹

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This study examines whether Auckland Libraries’ comic book/graphic novel and manga collection is meeting customer expectations and ascertains possible improvements that could be made. Methodology: The study predominantly used a quantitative approach to gather data through the use of self-completion questionnaires. A small degree of qualitative data was obtained from the questionnaire through open-ended questions. There was no recruiting of participants. The target population for this study included all Auckland Libraries customers, regardless of whether they frequently borrow from the comic book/graphic novel and manga collection or not. Results: The study found that participants were generally satisfied with the range of materials in the collection. However, it was commonly agreed amongst participants that Auckland Libraries could be doing more to showcase what was available. Areas identified for improvement include the organisation of the collection, its promotion and staff knowledge of the comic book/graphic novel and manga formats. Implications: This study recommends Auckland Libraries redesign cataloguing procedures for comic book/graphic novel and manga collection in order to introduce standardised organisation at each site. It also recommends Auckland Libraries take more promotional opportunities for the collection as well as the up-skilling of staff to assist with these.

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Personalized Boutique Service: Critical to Academic Library Success?

Tilley

2013

New Review of Academic Librarianship

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An academic library that focuses on delivering a personalized service is examined within the context of the boutique library model. It is suggested that a critical success factor in adopting a personalized, boutique-style service is acquiring knowledge and insight of our users. This, together with appropriate evaluation, will assist with providing evidence of service impact. A critical incident survey for third year dissertation students in a subject library is used to demonstrate the depth of knowledge essential for services to provide for their user populations. The extent to which obtaining user knowledge for making informed decisions about services underpins any academic library strategy is dependent on service managers. The conclusion is that local knowledge, along with evaluation of that information and tailored service implementation, is essential for academic library success, whatever the size of institution.

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Identifying Customer Expectations is Key to Evidence Based Service Delivery

Abstract: The authors look at the specific links between Evidence Based Library and Information Practice and the Customer Value Discovery methodology.

Cited by 6 publications

References 8 publications

Understanding users: from man-made typologies to computer-generated clusters

Understanding users: from man-made typologies to computer-generated clusters

Putting it to the Comic Book Fans: Is Auckland Libraries’ Comic Book/Graphic Novel and Manga Collection Meeting Customer Expectations?

Personalized Boutique Service: Critical to Academic Library Success?

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