Your users are a priority: implementing customer knowledge management in your library to enhance innovation Adeline du Toit University of Pretoria Adeline du Toit University of Pretoria

INNOVATION Taking new and/or existing concepts and combining them in such a way that they deliver new value to the user – fast tracking creative ideas to the marketplace Creation, sharing and implementation of new ideas resulting in economic value and/or social gain Conversion of ideas into commercial applications

INNOVATION Innovation: –The successful generation, development and implementation of new and novel ideas, WHICH –introduce new products, processes and/or strategies to a library OR –enhance current products, processes and/or strategies LEADING TO –market leadership AND –creating value for users.

ROLE OF INNOVATION

CUSTOMER KNOWLEDGE MANAGEMENT The management of organisational knowledge residing on the user side

KEEP ON CHANGING RELATE: –Form a relationship with inspiring people REPEAT: –Learn, practice, master the new habits REFRAME: –Learn new ways of thinking about your situation & your life

A CREATIVE LIBRARIAN Seeks opportunities Tolerant Flexible Takes risks Motivated Committed Experienced Sensitive to problems Know her users

LIBRARY USERS

SO NOW WHAT?

ATTITUDE IS A CHOICE A deliberate 3-step process to choose your future: Understand ▼ Design ▼ Create

WHAT DO YOU WANT YOUR PLAYING FIELD TO BE? Power in the hands of individual Pure knowledge is worthless – information fuels the global economy It’s not what you know but what you do with what you know Create economic value Turn information & knowledge into skills Skills for which market is prepared to pay

DOING …. TOWARDS CHANGE …the right stuff …things right …the right things better …do away with things …do what others do …do what nobody does …do the impossible

GROUND RULES Break fixed patterns Taking risks is safer than doing nothing Open your mind to new possibilities Explore givens, build on it Broad picture, then local detail Involve others Connect and be receptive Know what you want

TO BE WORLD CLASS Passion for what you do: position yourself strategically Be different and unique: use skills in new, creative ways Collect a top team: collaborate with colleagues Study global practice Never give up on innovation Radar system to pick up opportunities: identify opportunities Adapt familiar processes Clem Sunter, 2003

IN A NEW WORLD THE WINNERS WILL Work together: Collaborate Put together: Synthesize Show them how to: Explain Do it different: Adapt Apply it different: Leverage Do it locally: Localize Put myself in your shoes: Emphasize Thomas Friedman: “The Earth is flat”

FOR TODAY, AND TOMORROW ONWARDS, THINK, ACT DIFFERENTLY Challenge yourself Embrace the unknown The future belongs to you! Are you ready for it? Make the future happen! Richard Branson, 2006: Lessons of life

ROLE OF DOING THINGS BETTER IN A LIBRARY Align innovation objectives with corporate objectives Formulate guidelines on the type, level and impact of innovation required to achieve current corporate objectives Allocate resources between current operations and innovation initiatives Utilise resources for innovation

STRATEGIC IMPORTANCE OF INNOVATION Libraries which are able to use innovation to differentiate their services from competitors – are much more valuable Technology and innovation are seen as important sources of competitive advantage and stimuli to economic growth

Being a librarian will be a challenge but if you embraces the challenges then the opportunities are greater than almost anywhere else It is your choice!!!