Creating library services with Wow! Staying slightly ahead of the curve

Document Type

Article

Publication Date

6-1-1997

Abstract

The Benton report (Benton Foundation, 1996) is a thought provoking study that must be widely read. It is impossible to envision any modern organizations, including libraries, succeeding by staying slightly behind the curve of service improvement as presented in the metaphor discussed by users and leaders in the report. Being behind the added-value service curve means: (1) the needs of the majority of the people are being met elsewhere; (2) the loss of a passionate new generation of users, and (3) a scenario set for failure. Staying slightly ahead of the curve means creating library services with Wow! - i.e., giving users expected services but also surprising them with added-value that they did not expect. A variety of ideas for adding value (Wow!) to library services are discussed. Specific examples are given including time shifting, time saving, site shifting, improving quality, reducing noise, customization, personalization, and so on. In the Benton Report, users thought libraries should take a reactive role, adapting to, rather than pioneering, new technologies. Since digital technologies can and already do offer previously impossible new services that can greatly improve consumer satisfaction and added value, a reactive role to technology is not a prescription for success. Providing sophisticated, value-added services, enabled by proven powerful new nonlocal technologies, supports and fosters the library's local higher purpose (public good).

Identifier

0031528496 (Scopus)

Publication Title

Library Trends

ISSN

00242594

First Page

129

Last Page

151

Issue

1

Volume

46

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