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Semelhante a 21st century library and information services
Semelhante a 21st century library and information services (20)
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21st century library and information services
- 1. 21st Century Library and Information Services Owning performance
- 12. customer care 71% 0% 8% 8% 84% 95% 95% 95% Lib. 55% Staff made experience better 3% Felt intimidated 9% Felt uncomfortable 20% Felt rushed 65% Needs / preferences 90% Treated you fairly SfC 88% Friendly 92% Polite
- 13. telephone standards n/a 100% 86% 91% 85% Lib. 91% Call transferred successfully 73% Call not transferred 70% Call not placed on hold SfC 87% Answered in five rings 89% Got through on first call
- 14. premises and welcome 83% 79% Waited less than 1 minute 38% 44% All staff wore badges / ID 83% 87% All staff dressed approp. 83% 92% Clean and tidy 92% 86% Opening hours visible 25% 37% Complaints / suggestions visible Lib. SfC 96% 98% Staff visible on entry 63% 81% Obvious where to go / queue
- 16. 0 100 200 300 400 500 600 Libraries EIM Score 2009 = 295 30% 27% 27% 11% 39% 30% 17% 36% 42% Benchmark National Award Contender
- 39. Thank you
Notas do Editor
- Social media as a term is sometimes unhelpful and perhaps personal or people media explains the reality of it Social media has a large, growing audience and these tools really do have very little downside and risk. For us all it has been an opportunity for better public engagement and has gfulfikled our to spread “the good news about our services ” The power of this social web is changing and helping us in surprising ways enabling us to easily and cheaply;- Promote and market our services Co-design services Engage with communities and individuals Involve our public in decision making Create a dialogue Do things with and not to people The pace of change has been rapid and will continue to be so. I believe these tools and whatever they evolve into are keys to our success as we prepare for the next decade..
- Growing up in a digital environment changes young people – e.g a piece of information without context (such a leaflet through the door) gains far less traction that one with context (such as via a trusted contact on a social network). This is a really good point that gets to the nub of how communications is changing right now. Social networking is prevalent - proving the case that this is worth looking at. information flows are changing - less through the media, more through friends and connections. Social media is context aware - mapping onto your life right now - and that context is constantly shifting - this is a different communications environment to the more static traditional media-led environment that communicators are more familiar with.