고객관리-User Empowerment Striking Back for the Customers of Academic Libraries

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  • 2016.11.10 / 2016.11.10
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본문내용
User Empowerment : Striking
Back for the Customers of
Academic Libraries
Table of Contents
Introduction
Who are our customers?
What is the role of ‘stakeholders’?
What do our customers need?
What do our customers expect?
How satisfied are our customers?
Customer charters
Service Level Agreements (SLAs)
Does charterism empower library users?
Introduction
고객을 무시하는 기업은 망한다.
학생과 직원은 우리의 고객이다.
학생은 점차적으로 그들 자신 역시 고객이라는 것을 인식하고 있다.
기술은 우리가 서비스를 전달하는 방법을 개선할 수 있는 많은 기회를 제공해 준다.
고객과 고객의 요구는 도서관 서비스의 운영과 개발에 중심이 되어야만 한다 .
Who are our customers?
지금까지는 측정 가능한 이용에만 신경을 썼다.
발행부수, 방문자수, CD-ROM 탐색수 등
도서관 이용자에게 권한을 위임 (능력고취) 하는 것은
개개인의 요구가 다르다는 것으로부터 시작
직원, 학부생, 대학원생이라는 간단한 범주 구분은 이제 더 이상 적절하지 않다.
대학 내 커뮤니티에 대한 체계적이고 철저한 프로파일링(특징 파악) 이 필요
이용자 vs 비이용자 : 시장 내에서의 모든 사람은 잠재적인 고객이다.
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