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.