Customer Driven Knowledge and Information Services

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Eric Schnell

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Customer Driven Knowledge and Information Services Eric H. Schnell, M.L.S., Susan M. Kroll, M.L.S., The Ohio State University Health Sciences Center http://library.med.ohio-state.edu http://ckm.osu.edu/ [email_address] [email_address]

Publications ,[object Object],[object Object]

Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Existing organizations ,[object Object],[object Object],[object Object],[object Object]

Original goals ,[object Object],[object Object],[object Object]

Goal: Creating knowledge ,[object Object],[object Object]

Goal: Using knowledge ,[object Object],[object Object]

Goal: Sharing knowledge ,[object Object],[object Object],[object Object]

Existing service points ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Planning task force - 2003 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Focus groups: process ,[object Object],[object Object],[object Object],[object Object],[object Object]

Focus groups: questions ,[object Object],[object Object],[object Object]

Focus groups: common themes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Focus groups: action plan ,[object Object],[object Object],[object Object],[object Object],[object Object]

Reorganization ,[object Object],[object Object],[object Object]

Reorganization ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

PRINTservices ,[object Object],[object Object],[object Object],[object Object],[object Object]

WEBservices ,[object Object],[object Object],[object Object],[object Object],[object Object]

MOBILEservices ,[object Object],[object Object],[object Object]

PRESENTATIONservices ,[object Object],[object Object],[object Object]

Assist•Service•Knowledge (ASK) Desk ,[object Object],[object Object],[object Object]

ASKdesk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Outcomes: new initiatives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Web site content enhancements ,[object Object]

Web site content enhancements ,[object Object],[object Object]

Web site content enhancements ,[object Object],[object Object],[object Object],[object Object]

Additional initiatives in development ,[object Object],[object Object],[object Object],[object Object]

Outcomes of customer driven approach ,[object Object],[object Object],[object Object],[object Object]

Challenges ,[object Object],[object Object],[object Object],[object Object]

Organizational reset 2007 ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],Organizational reset 2007

Team Performance Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Lessons learned ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Closing comments ,[object Object],[object Object],[object Object],[object Object],* Quoted from “Changing Roles of Academic and Research Libraries” http://www.ala.org/ala/acrl/acrlissues/future/changingroles.htm

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