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Social Kmifla09preconference


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This presentation describes the use of a wiki to improve customer service in the public library of Vlissingen. This presentation was given at the IFLA preconference 2009 for the KM section.

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Social Kmifla09preconference

  1. 1. Library KM2.0: a „recipe‟ for improving customer service Karolien Selhorst Digital Library/Knowledge Manager Public Library of Vlissingen
  2. 2. The Public Library of Vlissingen • The customer-focused physical and digital library: – Customer-focused: we want to provide a tailor- made service to our customers – The digital library: we aim to be where our users are (library2.0)
  3. 3. From ambition to practice: KM2.0 • Focus on: – Knowledge management: creating value for customers based on the collective intelligence in our library (network) – Facilitated by the use of social tools („Library2.0‟) = Library Knowledge Management 2.0
  4. 4. Why knowledge management? • Library services are highly personal; the quality depends on the individual interaction between library staff members and customers. • The public library of Vlissingen aims to improve customer service by making it less dependent on an individual‟s expertise and knowledge. • Customer service needs to be based on teamwork and shared knowledge.
  5. 5. Why social tools? • People-centric tools • Bottom up • Free or little cost • Interactive tools • Support culture of participation, collaboration and knowledge sharing
  6. 6. Social knowledge management KM 1.0 KM 2.0 • Top down • Bottom up • Command and control • Distributed • Centralised • Decentralised • Focus on the technology • Focus on the people • Knowledge sharing • Knowledge is power • Open and transparent • Closed culture (closed culture of trust (open doors) doors) • Directories provide • Social networks reflect contact info connections
  7. 7. KM2.0: internal & external dimensions • Internal dimension: focus on facilitating internal knowledge management (KM audit, cultural change, library wiki, RSS) • External dimension: focus on knowledge sharing with our customers and other organisations (Question Manager, library blog, presence in social networks etc.)
  8. 8. KM2.0: internal dimension: the Library Wiki • Official launch in March 2009 • Goal: facilitating internal knowledge management • Replaced the intranet (KM scan) • First phase in improving customer service • Second phase: integration of the wiki with learning network through „Question Manager‟ (external dimension)
  9. 9. The Library Wiki
  10. 10. Setting up a wiki in 6 steps • Step 1: planning the wiki • Step 2: designing the wiki • Step 3: testing the wiki • Step 4: training users and launching the wiki • Step 5: maintaining the wiki • Step 6: evaluating the wiki
  11. 11. Goal of the Library Wiki • To facilitate teams and communities of practice • To make tacit knowledge more visible • To stimulate knowledge-sharing (in a virtual way) • To support collaboration (projects, joint planning of events, meetings, etc.) • To support library functions like readers‟ advisory => To improve customer service
  12. 12. Wiki adoption phases • Wiki users go through 5 phases (< Kübler-Ross): – Denial “Why does our library need a wiki? What was wrong with the intranet?” – Anger “Stupid wiki” – Bargaining: “I only want to contribute if the background is pink” – Depression: “What‟s next?” – Acceptance: “Maybe I should give it a try?” • Where are we now? – 65% is in the acceptance phase – 30% is in the bargaining phase – 5% is in the depression phase
  13. 13. Types of wiki users • Creators: have knowledge or information that they want to share with others via the wiki; feel the need to create new knowledge. • Editors: do not have the need to create new knowledge; only want to contribute to the discussion and to the wiki. • Viewers/lurkers: watch passively; sometimes they also create and/or edit. • Non actives: are not involved in the wiki. • Combinations of different types
  14. 14. Degrees of wiki participation N-A:10% Creators: 20% Editors: 40% Viewers: 90%
  15. 15. What are the barriers preventing wiki use? • People do not see the relevance or use • People „do not have the time‟ to contribute (fear/ignorance?) • Management does not support the use of social tools (alignment with mission?) • People do not wish to collaborate or share knowledge (reward system?) • ….
  16. 16. How to overcome „barriers‟? • Do not promote the tool, but stimulate social behaviour. • Reward people for sharing knowledge (visibility). • Show people what‟s in it for them. How can they benefit from the use of the wiki? • Integrate the tool into people‟s daily work practices. • Create a culture of openess and trust. • Involve stakeholders in implementation process. • Communicate!
  17. 17. KM2.0: external dimension • The Library Blog • Flickr • LibraryThing • Library Netvibes page • Presence in social networks • Question Manager • Etc..
  18. 18. The Library Blog
  19. 19. The library on LibraryThing
  20. 20. The library on Flickr
  21. 21. Café Question What social tools do you use to support customer service and what barriers do you experience?
  22. 22. Tips for building library KM2.0 • Do not focus on the tools, but look at the goals you want to achieve: what is the library mission? • “Technology is a tool and like all tools it should fit your hand when you pick it up, you shouldn't have to bio-re-engineer your hand to fit the tool” (Dave Snowden) • "Participatory service and change are the heart of Library 2.0, and technology is a tool that can help us get there“ (Michael Casey) • Library 2.0 = combination of culture, organisation (facilitation and management) and technology
  23. 23. Questions? Karolien Selhorst