Slide 22 of 36
Notes:
Notebooks #1 - What do we do in this first step? Our goal is to determine the needs of 3 groups - upper management, library users and library staff. What do these three groups associate with good library services and resources. What may be important to one group may not be important to the others. Your challenge is find something that is important to all 3 groups.
Your first notebook covers this area. Some of the factors that upper management feel are important to the library are found on page 5 of this notebook. (money, time, value added information, legal, accuracy, timeliness, helpfulness, consistency, etc. (read some of these off)
To identify what customers want, you often have to conduct library surveys or focus groups . Surveys are more precise and quicker. Customer concerns might include much of the same issues important to upper management - friendliness, consistency, accuracy, quality and quantity of information, timeliness.
To meet the needs of library staff, it is obviously not necessary to go through and develop a questionnaire or focus group. Here it is advisable to conduct a brainstorming session to identify the areas that are important to the staff working in the library. Staff is probably interested in working conditions, having the time to give good service, good distribution of workload, positive feedback, etc.
