Enhancing life-long learning, teaching and research through information resources and services Tuesday, 07 May 2019

The Future is What We Make It! Sue McKnight Director Libraries and Knowledge Resources Professor of Knowledge and Learning Management Nottingham Trent University UHMLG Spring Forum 1 March 2010 Tuesday, 07 May 2019

Overview of Presentation Context Who will be the customers and what do they want? Tomorrow’s Libraries – delivering what the customers (and stakeholders) want New partnerships and organisational structures? Tuesday, 07 May 2019

… Librarians are trying to cope with fast-paced technological change, shrinking budgets, massive reorganisation, downsizing, and depressing predictions about the future of libraries … Tuesday, 07 May 2019

… Librarians are trying to cope with fast-paced technological change, shrinking budgets, massive reorganisation, downsizing, and depressing predictions about the future of libraries … Hernon and Altman (1998) “Assessing Service Quality” Tuesday, 07 May 2019

… Librarians are trying to cope with fast-paced technological change, shrinking budgets, massive reorganisation, downsizing, and depressing predictions about the future of libraries … NOTHING HAS CHANGED!!!! Hernon and Altman (1998) “Assessing Service Quality” Tuesday, 07 May 2019

The Context … Staff and students as ‘customers’ Value for money Increasing expectations Bridging the gap between capacity and excellence Impacts of the financial crisis Advocacy for ongoing support Doing more with less Rapid pace of change Technology Service options and alternative service providers Tuesday, 07 May 2019

Creating the Future … ‘Do it!’ or ‘Be Done To!’ Don’t be a Victim!! Tuesday, 07 May 2019

Creating the Future … Change happens. Transformation, however, is planned. (Sapp & Gilmour, 2003) No ‘sacred cows’ or ‘elephants in the room’ Focus is on delivering Excellent Customer Services Teamwork Continuous Improvement and Innovation Without customers, there is no need for the service! Tuesday, 07 May 2019

Scanning the Horizon… The Customers Hospital clinicians and administrators Students Academic Staff Researchers Tuesday, 07 May 2019

Which Customers? Different Customers may have different needs!! For example: Off-campus students don’t care about the physical library but do care about the delivery service Teenagers don’t necessarily care about the children’s collection in the public library … Tuesday, 07 May 2019

What do know about our customers’ expectations of excellence? Tuesday, 07 May 2019

Hierarchy of Value (© Enzyme International) Unanticipated Desired Expected Basic Single Transaction Example Whole of Service example Frustrated Irritated Angry Tuesday, 07 May 2019

Scanning the Horizon… The Stakeholders Board, Council, Minister, Trust Senior Management Team of the Organisation Government Professional Associations Accrediting Bodies Trade Unions and Employee Representatives Vendors Tuesday, 07 May 2019

Stakeholders expect: Accountably Continuous Improvement Cost Effectiveness Return on Investment Tuesday, 07 May 2019

Tuesday, 07 May 2019

Change Keeps Happening Delighters / WOW services become Basic tomorrow In 1999, digital full text journals were regarded as WOW In 2005, digital full text journals were expected Didn’t excite or warrant perception of excellence But, if not provided, would seriously annoy an academic library customer Technology keeps changing; offering new opportunities to add value and/or reduce irritation Tuesday, 07 May 2019

Cultural and Managerial Frameworks for Success Commitment to Customer Focus Commitment to keep asking for feedback Commitment to DO SOMETHING with what ever feedback you receive from customers Commitment to train staff to keep up with service changes Tuesday, 07 May 2019

So what will this mean for libraries of tomorrow? Liaison with customers and stakeholders ‘Academic’ Literacy Support for blended, mobile and eLearning Making sense of information; not just making information accessible Information/Knowledge embedded where the customers want to work/study Managing more ‘stuff’ – library stuff; learning assets; organisational knowledge; research data Tuesday, 07 May 2019

What else do we need to create the future? Tuesday, 07 May 2019

New Partnerships – New Organisational Structures? Other Information and Service Providers in organisation Publishers Content suppliers and aggregators Vendors LMS, VLE, Self Service, ‘Cashless’ payment systems Tuesday, 07 May 2019

And? Tuesday, 07 May 2019

Library Staff Skilled and Knowledgeable Confident Risk Takers continually trying to improve services Communicators Extraordinaire Supported by good technology Supported by good management Tuesday, 07 May 2019

No One will be Bored!!! Tuesday, 07 May 2019

Comments and Questions? Thank You! Comments and Questions? Tuesday, 07 May 2019