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

2. 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

3. 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

4. … 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

5. … 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

6. … 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

7. 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

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

9. 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

10. Scanning the Horizon… The Customers
Hospital clinicians and administrators
Students
Academic Staff
Researchers
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11. 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 …
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12. What do know about our customers’ expectations of excellence?
Tuesday, 07 May 2019

13. Hierarchy of Value (© Enzyme International)
Unanticipated
Desired
Expected
Basic
Single Transaction Example
Whole of Service example
Frustrated
Irritated
Angry
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14. 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
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15. Stakeholders expect: Accountably Continuous Improvement
Cost Effectiveness
Return on Investment
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16. Tuesday, 07 May 2019

17. 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

18. 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

19. 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

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

21. 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
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22. And?
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23. 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

24. No One will be Bored!!!
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25. Comments and Questions?
Thank You!
Comments and Questions?
Tuesday, 07 May 2019