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Improvingcustomerservice Ifla09


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This presentation focuses on how 'knowledge management 2.0' (KM supported by social tools) can improve customer service in the Public Library of Vlissingen. This case study was presented at IFLA 2009.

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Improvingcustomerservice Ifla09

  1. 1. The power of collectiveintelligenceImprovingcustomer service withsocial tools <br />Karolien Selhorst<br />Digital Library/KnowledgeManager Library Vlissingen<br />IFLA, Milan 2009<br />
  2. 2. “Librariesexcel in managing information<br />and knowledgecaptured in books and<br />documents, buttheyfailin locating and<br />managing the knowledgepotential in<br />the heads of theirownpeople.”<br />
  3. 3. The Public Library of Vlissingen<br />Situated in Zeeland (The Netherlands)<br />45 staffmembers<br />Apart from the main building, the library provides services in the localhospital, in several schools and in the nearbyvillage.<br />
  4. 4. The Public Library of Vlissingen<br />The customer-focused physical and digital library:<br />Customer-focused: we want to provide a tailor-made service to our customers.<br />The digital library: we aim to be where our users are (library2.0). <br />
  5. 5. Knowledgesharing and collaboration<br />Library (reference) services are highly personal; the quality depends on the interaction between individual library staff members and customers.<br />The Public Library of Vlissingen aims to improve customer service by making it less dependent on an individual’s expertise and knowledge.<br />Customer service needs to be based on teamwork and shared knowledge.<br />
  6. 6. From ambition to practice: KM2.0<br />Focus on:<br />Knowledge management: creatingvalueforcustomersbasedonefficiently managing knowledgeprocesses. <br />Facilitatedby the use of social tools (‘Library2.0’)<br />= Knowledge Management 2.0<br />
  7. 7. KM2.0: internal & externaldimensions<br />Internaldimension: focus onfacilitatinginternalknowledge management = the basis forexternal KM<br />Externaldimension: focus onknowledgesharingwithcustomers and otherorganisations (libraries, museums etc.) <br />
  8. 8. KM2.0: internaldimension: the LibraryWiki<br />Official launch in March 2009<br />Replaced the static intranet.<br />Goals: to facilitate knowledge processes in the library, to support collaboration and to make hidden knowledge visible.<br />First phase in improving customer service <br />Second phase: integration of the wiki with ‘Question Manager’.<br />
  9. 9. The LibraryWiki<br />
  10. 10. KM2.0: externaldimension: Question Manager <br />Question Manager: a new software that supports and makes transparent the way customer enquiries are handled.<br />Integrated in the wiki<br />Customer enquiries are allocated to the librarian/expert (s) with the knowledge profile that matches the topic of the question.<br />QM enables librarians to work together on a ‘richer’ answer for the customer.<br />Improving customer service based on collective intelligence of librarians.<br />
  11. 11. Question Manager<br />
  12. 12. Collectiveintelligence @t work<br />A customerenquiry enters the system.<br />The enquiry is registered and encoded.<br />The enquiry is allocatedto library staff members whose knowledge profiles match the description of the question.<br />The group of experts worktogetheron a ‘rich’ answer to the enquiry. <br />The front office employee sends the answer to the customer.<br />The database withanswers is indexedby Google, whichmakes the library more visible in Google search results.<br />
  13. 13. Future and potential of the QM network<br />Question manager offers the possibility to libraries and other knowledge-intensive organisations to work together on a rich answer to customer enquiries and to make use of the collective intelligence of the network.<br />Goal: to provide a higher level of customer service.<br />The public library becomes an important node in the knowledge economy.<br />
  14. 14. Questions?<br />Karolien Selhorst<br /><br /><br /><br /><br />