ERIC Number: ED447831
Record Type: RIE
Publication Date: 2000-Jul
Virtual Libraries: Service Realities.
This paper discusses client service issues to be considered when transitioning to a virtual library situation. Themes related to the transitional nature of society in the knowledge era are presented, including: paradox and a contradictory nature; blurring of boundaries; networks, systems, and holistic thinking; process/not product, becoming/not being, experience/not thing; and change is costly. The following corporate trends in today's society are examined from a library point of view: broadening the range of products and services; creation of new value propositions; virtualization of organizations; ways in which companies are getting closer to their customers; addition of demergers to traditional mergers and acquisitions; formation of strategic alliances; growth of outsourcing; expanding globalization; rapid entry of newcomers into old markets; and customization. Other topics covered include investigating client behavior, client-centered design, client relationship management, and strategic planning for the virtual library. The paper concludes with 12 strategies for successful transition of libraries to electronic mode: educate, train, and promote staff, clients, and partners; review current distribution channels; understand what clients expect from the World Wide Web; re-evaluate the nature of libraries services; adopt client-centered service design; give new roles to staff; extend current business to the outside; develop a Web-centric marketing strategy; instill electronic management style; develop a good technical infrastructure; provide a secure, well-controlled system; and provide adequate resources. (MES)
Descriptors: Academic Libraries, Electronic Libraries, Higher Education, Information Technology, Library Development, Library Planning, Library Services, Social Change, Strategic Planning, Users (Information), World Wide Web
For full text: http://educate.lib.chalmers.se/iatul/proceedcontents/qutpap/ novak_full.html.
Publication Type: Opinion Papers; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Note: In: Virtual Libraries: Virtual Communities. Abstracts, Fulltext Documents and PowerPoint Presentations of Papers and Demos Given at the International Association of Technological University Libraries (IATUL) Conference (Brisbane, Queensland, Australia, July 3-7, 2000); see IR 057 942.