Customer service satisfaction in a library 2.0 environment

Customer Service Satisfaction in a Library 2.0 Environment By Fe Angela M. Verzosa PLAI - Cagayan Valley Region Librarians Council (CaVRLC) Conference on “Library 2.0 Environment: Challenges and Opportunities” Saint Mary’s University, Bayombong, Nueva Vizcaya, 15 February 2012What do we talk about today?1. 2.0 environment2. Library 2.03. Library Services4. Service Quality5. Customer Satisfaction 1

First, let’s take a quick look atlibraries today and observethe many changes…. From traditional libraries Bristol Central Library in UK 2

University of Washington Suzzallo library in SeattleDelft University Libraryin the Netherlands Library of the Faculty of Philology in Berlin, Germany Central Library in Vancouver, Canada 3

The Changing Environment • Cell phones • Social networking • Texting • High transparency • Multi-tasking Multi- (Facebook etc.) • Expectation of fast • Online photo sharing delivery • Less TV, more online • Self-service Self- news and blogs information • Curating contents from • Believe it’s all on the Web ( Scoop.it ) the Web Challenges in the changing environment• focus on accountability - increasing demand for libraries to demonstrate outcomes/impacts in areas of importance to institution• emphasis on assessment of student performance• financial pressures• user education in new technologies• migration to online full-text full- sources• greater need for staff training• need for Best Practices 4

Challenges in library services• Online access to librarycatalogues, databases andthe Internet•Online/offline access todigital resources• Database searching• Electronic reference• Online circulation service• Information literacyprogram• Public relations services• Library promotion andmarketing• Epublishing 5

What is Web 2.0? Why is it termed “participatory Web”?“Web 2.0 is associated with web applications that facilitate participatory information sharing, interoperability, user-centered design, and collaboration on the World Wide Web. A Web 2.0 site allows users to interact and collaborate with each other in a social media dialogue as creators of user-generated content in a virtual community.” from Wikipedia From Tim O’Reilly, “What is Web 2.0”: Web 1.0 Web 2.0 DoubleClick --> Google AdSense --> Ofoto --> Flickr --> Britannica Online --> Wikipedia --> personal websites --> blogging --> domain name speculation --> search engine optimization --> page views --> cost per click --> screen scraping --> web services --> publishing --> participation --> content management systems --> wikis --> directories (taxonomy) --> tagging ("folksonomy") --> ("folksonomy") stickiness --> syndication --> 6

Key Web 2.0 tools• Social networking sites• Blogs• Wikis• Video-sharing sites• Web applications• Folksonomies 7

2.0-style Service examples• Blogging • Wikis• User tagging • Skypecasts• Folksonomies • Community citation• User comments services• User ratings • Community photo services• RSS feeds • Community book• Feed aggregators services http://www.slideshare.net/tonywh/library-20-18639 8

Library 2.0:Terms and Concepts 9

What is “radical trust”?“Radical trust is a term used to describe the confidence that any structured organization, organization, including government, library, business, government, library, business, religion and museum, has in collaboration and museum, empowerment within online communities. communities. Specifically, it pertains to the use of blogs, wiki blogs, and online social networking platforms by organizations to cultivate relationships with an online community that then can provide feedback and direction for the organizations interest. The organization trusts and uses that input in its management. “ management. from Wikipedia 10

“Library 2.0 is a user- centered model for library services that encourages user participation in the creation of both the physical and digital services, supported by the consistently evaluating services” http://cil733.pbworks.com/f/Library%2B 2.0%2BJournal.pdf Library 2.0 Service“Any service, physical or virtual, that successfully reaches users, is evaluated frequently, and makes use of customer input is a Library 2.0 service. Even older, traditional services can be Library 2.0 if criteria are met. Similarly, being new is not enough to make a service Library 2.0.” — Michael E. Casey and Laura C. Savastinuk, Library Journal, Savastinuk, September 1, 2006 11

Key Library 2.0 Concepts • The library is everywhere* • The library has no barriers* • The library invites participation • The library uses flexible, best- best- of-breed, component-based of- component- systems • The library is a human- human- centered organization * Also stated as the concept of the library as a place of unrestricted access to information (McDonald, 2006) 12

Features of Library 2.0• library services are frequently evaluated and updated to meet the changing needs of library users.• Library 2.0 calls for libraries to encourage users’ participation and feedback in the development and maintenance of library services.• This model requires active empowerment of library users.• Information and ideas flow in both directions from library to the user and from user to the library,• Library services have the ability to evolve and improve on a constant and rapid basis.• The user is participant, co-creator, builder and consultant, whether the product is virtual or physical. L 1.0 L 2.0 Closed stacks --> Open stacks --> Collection development --> Library suggestion box --> Walk-in services --> Globally available services Walk- --> “Read-only” catalog --> Amazon-style comments Read- --> Amazon- Print newsletter mailed out --> Team-built blog --> Team- Easy = dumb users --> Easy = smart systems --> Limited service options --> Broad range of options --> Information as Information as commodity --> --> conversation Monolithic applications --> Flexible, adaptive modules --> Mission focus is output --> Mission focus is outcome --> Focus on bringing ‘em in --> Focus on finding the user ‘em --> Cited from http://www.slideshare.net/tonywh/library-20-18639 13

What are the uses of L2.0 tools in libraries? …as Library Portals …as Library portal University of Illinois at Urbana- Champaign Library Portal at MySpace Library catalog search box 14

…share events, photos, or engage via discussion boardeventsphotosdiscussionboard …browse guides, catalogs, web resourcesguidescatalogsweb 15

…provide book reviews of new library acquisitions Book reviewsExample of a local University library page @ Facebook FB features FB applications FeedbackFB applications:books, journalarticles, photos,videos, news,events, libsearch,reference resources... 16

…for Marketing/Promotion Communicate with users thru Ask a Librarian service, an Instant Messaging and Chatting application Ideas for Library Blogs• Online book discussion• New releases – books, School Librarian in Action video, electronic resources• Upcoming events• Updating community – building a new library• Appeal to special interest groups 17

Blogs as Library News Vehicles A blogging library …A blogging librarian … 18

Uses of Media-sharing tools• For digital collections management especially for historical collections• Online exhibits• As training modules •Teaching as instructional aids •Marketing and promotion •Library and museum virtual toursVideo-sharing information literacy program For an for Library Orientation 19

Video-sharing for Library Tours an engaging way to introduce new students to the campus library as well as to its librarians Uses of Wikis in Libraries• Library Websites• Intranets• Training tools or course instruction• Event planning• Subject Guides• Reference Wiki• Best Practices• Encyclopedic works 20

Wikis as Subject Guides PAARLWiki provides links to articles, lectures,library websites, library organizations, library grants, anything anything library-related… library- 21

The Semantic Web – Web 3.0 Now the future librarian is moving towards Library 3.0…• Librarian 3.0 will enhance the ability to collect and provide information and to offer instruction in research techniques and information use.• Librarian 3.0 will also have to offer alternative services such as content curation and other value added services.• Librarians or library staff of the future will have to be prepared for lifelong learning. http://ir.inflibnet.ac.in/dxml/bitstream/handle/1944/1135/20.pdf?sequence=1 22

What is content curation? “Content curation is the act of continually identifying, selecting and sharing the best and most relevant online content and other online resources (articles, blog posts, videos, photos, tools, tweets, or whatever) on a specific subject to match the needs of a specific audience.”• a web content curation tool that allows users to collect information about a topic of interest and display it all on one attractive visual page.• integrates instantly with LinkIn, WordPress, LinkIn, WordPress, Twitter and Facebook, allowing you to share Facebook, with the click of a button, and a newly added feature allows users to embed a preview of your Scoop.it page into any blog, wiki or blog, website.• as a Web content curation tool, it lets you create a topic-specific feed that others can topic- follow• allows you to receive suggestions from your page visitors and Scoop.it• has launched an iPhone app that allows you to manage your topics on the go. 23

My curated topics at Scoop.it 25

TOP10FacebookAppsforLibrarians Service “Libraries are in the service business. The most important product they have is service. Without service, libraries are indistinguishable from museums or … they are a combination of a maze and morgue for books. Service is a pervasive ethic of the profession of librarianship.” (Gorman, 1999) 26

In the user-centered library, quality service and user satisfaction are our primary goals …service quality and satisfaction are not synonymous concepts •Both service quality and satisfaction can be an end in themselves •Each may be examined as a framework for evaluating library services from a customers perspective 27

service quality and satisfaction are not synonymous concepts Service quality is an evaluation of specific attributes, probes into precise statements on which the library seeks customer input.Satisfaction focuses on a specific transaction or, inthe case of overall satisfaction, it is a cumulativejudgment based on collective encounters, ofemotional reactions to an experience or collectionof experiences. “If customers say there is quality service, then there is. If they do not, then there is not. It does not matter what an organization believes about his level of service” (Peter Hernon and Ellen Altman, Service Quality in Academic Libraries, 1996) 28

Service Quality• Demands understanding, appreciating and responding to user perceptions• Commits to continuous evaluation and improve- improve- ment• Learns from good and bad services outside the library• Acknowledges the interdependence of content, technology, facilities and (human) service• Requires a staff knowledgeable of content, savvy with technology, and committed to listening to and valuing user input• Encourages advice and suggestions for service innovation 5 principles of Gandhi about Customer 1. Customer is the most important person. 2. He is not dependent on us, rather we depend on him. 3. He is never an interruption to work, rather he is the purpose. 4. In serving him, the Library does no favour to him, rather he obliges us by providing an opportunity to serve him 5. He is not someone to argue with because no one can win an argument with him. Cited from http://www.slideshare.net/mssridhar/serivce-quality-and- customer-satisfaction-presentation 29

Understanding the customer• tailoring services where practical to meet individual needs• giving users individual attention• keeping users’ professional and personal preferences in mind• having the users best interests at heart Library 2.0 customer satisfaction • First, know who your customers are – present and potential • Next, find out what they want, what they need • Formulate a plan, brainstorm for ideas to adopt for working toward services that can be called Library 2.0 • Look to other libraries and outside organizations that can help you come up with ideas for new or improved service offerings that will better serve your current users and better reach potential users • Be flexible and willing to adjust whenever necessary – • Target to exceed expectations (if you can) 30

Always get feedback!a word of advice… 31

a word of advice… and don’t forget 32

For more on measuring service quality, please view mySlideshare presentation at :http://www.slideshare.net/verzosaf/delivering-service-quality-and-satisfying-http://www.slideshare.net/verzosaf/delivering- service- quality- and- satisfying-library-customers-in-a-changing-environmentlibrary- customers- in- changing- 33

Questions?Contact famverzosa@yahoo.com 34

Please Remix/Reuse/Share! This presentation may be used for your library ororganization without further request from the author. Please feel free to use it in whole or in part, incorporate it into another presentation, quote from it, snag the images, etc. A citation to this presentation with a nod to the original author,Fe Angela M. Verzosa would be greatly appreciated. 35

Customer service satisfaction in a library 2.0 environment

by Fe Angela Verzosa

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