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All about library world from new technologies to new trends to information literacy
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Rescooped by Patrick Provencher from The Information Professional
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Designing Better Libraries » Getting Community Members Beyond The Level One Library Experience

Among the more recognized and often repeated findings emerging from Ithaka S & R’s faculty research studies, including the recent 2012 report, is the revelation that faculty primarily perceive the academic library as their purchasing agent.

[...]

Four levels of user experience (column titled “Building Customer Communities is the Key to Creating Value“) and how to get there:

 

1. In Level One the organization is perceived by its customers as simply the supplier of some commodity

2. A Level Two experience would represent an improvement for librarians because it moves beyond content to a state where community members believe you help them accomplish something, but it’s more than just basic productivity.

3. At Level Three there is more engagement, emotional connection and relationship building.

4. the library achieves platform status.

 


Via Karen du Toit
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Karen du Toit's curator insight, May 7, 2013 8:25 AM

Assessment of library experiences, and how to go to an engaged relationship with users!

repeatagain's curator insight, May 9, 2013 5:18 PM

what libraries deliver is a level one experience – and we need to do better than that...

Rescooped by Patrick Provencher from The Information Professional
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Public libraries: The new homeless shelters

Public libraries: The new homeless shelters | Library world, new trends, technologies | Scoop.it
They're hiring social workers, nurses and other outreach workers to serve their neediest visitors

Via Karen du Toit
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Karen du Toit's curator insight, March 8, 2013 7:42 AM

How to serve a need in the community!