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Navigable Slide Index

1. Introduction
2. Overview of presentation
3. Context of the research (1)
4. Context of the research (2)
5. Which customers?
6. Many customer segments
7. Customers' drivers
8. Which methodology?
9. Customers pay only for what is of use to them
10. Action research methodology
11. Reasons for action research
12. Hierarchy of value
13. Customer value discovery workshops (1)
14. Customer value discovery workshops (2)
15. Customer value discovery workshops (3)
16. Customer value discovery workshops (4)
17. Research methodology - narrative research (1)
18. Research methodology - narrative research (2)
19. Customer value discovery - the benefits (1)
20. Customer value discovery - the benefits (2)
21. Customer value discovery - the benefits (3)
22. The challenges (1)
23. The challenges (2)
24. Academic staff hierarchy of value
25. Academic staff hierarchy of value - gaps
26. Academic staff hierarchy of value- performance
27. Academic staff: performance vs. gaps
28. Academic staff hierarchy of value- Pareto chart
29. Interactive value modeling activity (1)
30. Interactive value modeling activity (2)
31. Students hierarchy of irritation
32. Students hierarchy of value
33. Key findings (1)
34. Key findings (2)
35. Further analysis
36. Communication
37. Performance monitoring
38. Re-plan
39. Management observations (1)
40. Management observations (2)
41. Evidence based librarianship
42. Acknowledgements
43. Thank you
44. Related publications (1)
45. Related publications (2)

Topics Covered

• Customer value discovery
• Enzyme International
• Library services
• Customer satisfaction
• Library performance measurement
• Evidence based library & information practice
• University library services
• Academic library services
• Perceptions of library performance
• Interactive value modeling
• Customer service excellence

Links

Series:

• Libraries in a Digital Age

Talk Citation

Publication History

• Published on April 1, 2012

Financial Disclosures

• Dr. Sue McKnight has not informed HSTalks of any commercial/financial relationship that it is appropriate to disclose.