The Cloud Above the Clouds: Ensuring End User Happiness (a document delivery case study)

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Despite being overhyped, misappropriated and misunderstood, cloud computing is changing everything from library information services to personal computing. As many technology suppliers peddle their wares to you and tout the attractiveness of “being in the cloud,” a critical part of the discussion is missing – ensuring end user happiness. This presentation (from the Special Libraries Association 2012 Annual Conference) focuses on how information management professionals can evaluate the impact of cloud-based solutions on end user satisfaction and provides a (document delivery) case study for building a ‘cloud above the clouds’ to ensure visibility into end users’ interactions with suppliers.

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The Cloud Above the Clouds: Ensuring End User Happiness (a document delivery case study)

  1. 1. The Cloud Above the Clouds:Ensuring End User HappinessBy Peter Derycz, CEO @ Reprints Desk16 July 2012
  2. 2. “What The Hell is Cloud Computing?” http://youtu.be/0FacYAI6DY0
  3. 3. A few cloud computing companies…
  4. 4. …but who isn’t a cloud company?Source: http://searchcloudstorage.techtarget.com/definition/cloud-washing
  5. 5. The problem with the current dialogue
  6. 6. A few customer happiness companies
  7. 7. What’s this have to do withmanaging information services?
  8. 8. Example: Document Delivery
  9. 9. Example: Document Delivery
  10. 10. Example: Document Delivery
  11. 11. Example: Document Delivery
  12. 12. Example: Document Delivery
  13. 13. Preparing to Satisfy Users
  14. 14. Delivering End User Happiness
  15. 15. MeasuringEnd UserHappiness
  16. 16. End User Happiness at Reprints Desk
  17. 17. So what’s next?Collaborate with your vendors& review what else you can do.

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