Mcknight2010
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This document summarizes a presentation about the future of libraries. It discusses how libraries must adapt to changing customer needs and technologies while facing budget cuts. It emphasizes the need for libraries to have a customer focus, continuously improve services, and form new partnerships. The future of libraries is predicted to involve supporting blended learning, managing various information resources, and embedding services in places where customers work and study. Library staff will need new skills to create and deliver innovative services in this changing environment.
Mcknight2010
- 1. Friday 25 July 2014 1 Enhancing life-long learning, teaching and research through information resources and services
- 2. Friday 25 July 2014 2 The Future is What We Make It! Sue McKnight Director Libraries and Knowledge Resources Professor of Knowledge and Learning Management Nottingham Trent University UHMLG Spring Forum 1 March 2010
- 3. Friday 25 July 2014 3 Overview of Presentation •Context •Who will be the customers and what do they want? •Tomorrow’s Libraries – delivering what the customers (and stakeholders) want •New partnerships and organisational structures?
- 4. Friday 25 July 2014 4 … Librarians are trying to cope with fast- paced technological change, shrinking budgets, massive reorganisation, downsizing, and depressing predictions about the future of libraries …
- 5. Friday 25 July 2014 5 … Librarians are trying to cope with fast- paced technological change, shrinking budgets, massive reorganisation, downsizing, and depressing predictions about the future of libraries … Hernon and Altman (1998) “Assessing Service Quality”
- 6. Friday 25 July 2014 6 … Librarians are trying to cope with fast- paced technological change, shrinking budgets, massive reorganisation, downsizing, and depressing predictions about the future of libraries … Hernon and Altman (1998) “Assessing Service Quality” NOTHING HAS CHANGED!!!!
- 7. Friday 25 July 2014 7 The Context … •Staff and students as ‘customers’ –Value for money –Increasing expectations –Bridging the gap between capacity and excellence •Impacts of the financial crisis –Advocacy for ongoing support –Doing more with less •Rapid pace of change –Technology –Service options and alternative service providers
- 8. Friday 25 July 2014 8 Creating the Future … •‘Do it!’ or ‘Be Done To!’ •Don’t be a Victim!!
- 9. Friday 25 July 2014 9 Creating the Future … •Change happens. Transformation, however, is planned. (Sapp & Gilmour, 2003) •No ‘sacred cows’ or ‘elephants in the room’ •Focus is on delivering Excellent Customer Services –Teamwork –Continuous Improvement and Innovation –Without customers, there is no need for the service!
- 10. Friday 25 July 2014 10 Scanning the Horizon… The Customers •Hospital clinicians and administrators •Students •Academic Staff •Researchers
- 11. Friday 25 July 2014 11 Which Customers? •Different Customers may have different needs!! •For example: –Off-campus students don’t care about the physical library but do care about the delivery service –Teenagers don’t necessarily care about the children’s collection in the public library –…
- 12. Friday 25 July 2014 12 What do know about our customers’ expectations of excellence?
- 13. Friday 25 July 2014 13 Hierarchy of Value (© Enzyme International) Unanticipated Desired Expected Basic Frustrated Irritated Angry
- 14. Friday 25 July 2014 14 Scanning the Horizon… The Stakeholders •Board, Council, Minister, Trust •Senior Management Team of the Organisation •Government •Professional Associations •Accrediting Bodies •Trade Unions and Employee Representatives •Vendors
- 15. Friday 25 July 2014 15 Stakeholders expect: •Accountably •Continuous Improvement •Cost Effectiveness •Return on Investment
- 16. Friday 25 July 2014 16 Missio n Purpose Service charter/ Customer Commitments Staff values Staff competencies, attitudes, behaviours
- 17. Friday 25 July 2014 17 Change Keeps Happening •Delighters / WOW services become Basic tomorrow –In 1999, digital full text journals were regarded as WOW –In 2005, digital full text journals were expected •Didn’t excite or warrant perception of excellence •But, if not provided, would seriously annoy an academic library customer •Technology keeps changing; offering new opportunities to add value and/or reduce irritation
- 18. Friday 25 July 2014 18 Cultural and Managerial Frameworks for Success •Commitment to Customer Focus •Commitment to keep asking for feedback •Commitment to DO SOMETHING with what ever feedback you receive from customers •Commitment to train staff to keep up with service changes
- 19. Friday 25 July 2014 19 So what will this mean for libraries of tomorrow? • Liaison with customers and stakeholders • ‘Academic’ Literacy • Support for blended, mobile and eLearning • Making sense of information; not just making information accessible • Information/Knowledge embedded where the customers want to work/study • Managing more ‘stuff’ – library stuff; learning assets; organisational knowledge; research data
- 20. Friday 25 July 2014 20 What else do we need to create the future?
- 21. Friday 25 July 2014 21 New Partnerships – New Organisational Structures? • Other Information and Service Providers in organisation • Publishers • Content suppliers and aggregators • Vendors –LMS, VLE, Self Service, ‘Cashless’ payment systems
- 22. Friday 25 July 2014 22 And?
- 23. Friday 25 July 2014 23 Library Staff • Skilled and Knowledgeable • Confident • Risk Takers – continually trying to improve services • Communicators Extraordinaire • Supported by good technology • Supported by good management
- 24. Friday 25 July 2014 24 No One will be Bored!!!
- 25. Friday 25 July 2014 25 Thank You! Comments and Questions?
Editor's Notes
- #14: Single Transaction Example Whole of Service example