1. Action Plan for Adding
Value
Joe Matthews
Internet Librarian
October 16, 2016
2. Aims of the Workshop
What is value?
The Business Model concept
Market segmentation
Jobs to be done
Customer focus
Value proposition
Completing the other components of the Business Model
Adding Value diamond – 5 Cs
Create your Action Plan
3. What Is Value?
Value = to be worth
What Is Adding Value?
Adding Value = accomplished through the efforts of
talented staff using processes to provide a service
5. Change
More information directly to users (bypassing libraries)
User created content growing rapidly
Skills to access, use and interact with information is
changing
Value is being added by sharing, reuse and remixing
Social nature of information – from pull to push
Mobile devices are exploding
Moving to just-in-time delivery of services
Ways libraries provide value must change
6. The value of a item in a collection isn’t realized
until a user connects with the item
and discovers something meaningful.
Libraries should not be about building collections,
libraries build collections
for the sake of making connections.
20. Innovate From the
Customer Profile
Address more jobs
Switch to a more important job
Go beyond functional jobs
Help more customers get a job done
Get a job done incrementally better
Help a customer get a job done radically
better
23. Our _______________ help(s) ___________________
who
want to _______________ by __________________ and
__________________ unlike _________________ .
Service Customer
segment
Jobs-to-be-done Reducing pains
Increasing gains Competing value
proposition
New Value Proposition
37. Create Your Action Plan
Who are your most important customers?
What jobs is this segment trying to get done?
What are the customer pains and gains?
What is your compelling value proposition?
What new service (or revised existing service)
would have real appeal?
Test and revise!
Traditional library value creating activities – acquiring, preserving, organizing, cataloging, providing access, providing collection focused services (reference)
Better, faster, cheaper
Think about specific individuals rather than a broad group – rather than undergraduates, young children
What’s different and what’s similar about them? Assistant professors concerned about tenure
Then talk to folks who recently received tenure – what was their experience? Where did they need help?
Be intentional - go beyond talking (interviews) and use multiple methods – ethnographic methods
CLAYTON M. CHRISTENSEN, TADDY HALL, KAREN DILLON, AND DAVID S. DUNCAN. Know Your Customers’ “Jobs to Be Done.” Harvard Business Review, September 2016.
ERIC ALMQUIST, JOHN SENIOR, AND NICOLAS BLOCH. The Elements of Value. Harvard Business Review, September 2016.
Best to get each individual to prioritize the jobs, pains and gains – then combine
Channels – come to the library, use library Web site – Something new – link library resources to Google scholar, add digital resources to other platforms (Flickr, Instagram, DPLA, others Discovery happens elsewhere
Location Alphabetical Time Category Hierarchical
Icons Links Random Tagging Semantic Web (BibFrame)
Annotation (Abstract) Reviews Curation