Identifying customer expectations is key to evidence based service delivery

MCKNIGHT, S. and BOOTH, A., 2010. Identifying customer expectations is key to evidence based service delivery. EBLIP (Evidence Based Library and Information Practice), 5 (1), pp. 26-31.

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Abstract

As librarians and information professionals we share a common rationale: to deliver enhanced services for our customers. The importance of this is self-evident - if we don’t have customers we don't have a job. We therefore put our services at peril if we don’t put the customer at the heart of what we are trying to do. The now-familiar description of evidence based library and information practice reminds us that we need "to integrate user-reported, practitioner-observed and research-derived evidence as an explicit basis for decision-making" (Booth, 2006). This begs several important questions - Who are our users? How can we best capture reports from these users regarding their expected outcomes? How might we as library practitioners observe (and act upon!) what our users require? In attempting to answer such questions we discover potential value in methodologies with a business orientation; utilising tools from the commercial sector such as Customer Value Discovery research (McKnight, 2007a; McKnight & Berrington, 2008).

Item Type: Journal article
Description: Published version
Publication Title: EBLIP (Evidence Based Library and Information Practice)
Creators: McKnight, S. and Booth, A.
Publisher: University of Alberta Learning Services
Date: 2010
Volume: 5
Number: 1
Divisions: Professional Services > Libraries and Learning Resources
Depositing User: EPrints Services
Date Added: 09 Oct 2015 10:29
Last Modified: 19 Oct 2015 14:32
URI: http://irep.ntu.ac.uk/id/eprint/13603

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