adding value: getting to the heart of the matter
DESCRIPTION
Presentation at the 10th Northumbria International Library Conference, York england July 24, 2013 How libraries and librarians can even more value in the futureTRANSCRIPT
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Adding Value: Getting to the
Heart of the Matter
10th Northumbria InternationalLibrary Conference
Joe MatthewsJuly 24, 2013
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Adding Value
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Value Proposition
• What is the customer trying to get done?
• How is the library helping the customer?
• Why is the customer going to come to the library?
• What are the unique features of the library’s value proposition?
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Logic Model
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Robert Taylor
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Customer Criteria for Assessing ValueCustomer Criterion Value Added by the Service
Ease of use Browsing, formatting, mediation service, orientation service, ordering, physical processing
Noise reduction Access (identification, subject description, subject summary), linkage, precision, selectivity
Quality Accuracy, comprehensiveness, currency, reliability, validity
Adaptability Closeness to problem, flexibility, simplicity, stimulatory
Time savings Response speed
Cost savings Savings, increased revenues, grow market share
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Data
Information
Informing Knowledge
Productive Knowledge
Action
Organizing Processes
Analyzing Processes
Judgmental Processes
Decision Processes
GroupingClassifyingRelatingFormattingSignalingDisplaying
SeparatingEvaluatingValidatingComparingInterpretingSynthesizing
Presenting - Options - Advantages - Disadvantages
Matching goalsCompromisingBargainingChoosing
Value-Added Spectrum
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THEN:
Library center
of the
universe
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Resources scarce
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Integrated around the collection Services
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hierarchy
hierarchy
Everything in its place
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hierarchy
Controlled vocabulary
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hierarchy
Complex systems
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hierarchy
Constrained by a physical world
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Collective wealth held hostagetradition
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The greatest danger in times of turbulence is
not the turbulence: it is to act with
yesterday’s logic.
Peter Drucker
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Nature of Information is Changing
Scare, controlled
Expensive
Shaped by elites
One-way, mass consumption
Slow moving
External to our worlds
All around us
Cheap or free
Shaped by consumers
Designed for sharing, participation & feedback
Immediate
Embedded to our worlds
Information was ….
Information is ….
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Network scaleCustomers
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Redundant local infrastructure
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The scarce factor is not information; it is attention and especially human attention.Herb Simon
Customers
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People come to us PLUSwe go to people
If we do the right things, the library as
place becomes the library as
placeless resource
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Ways to
Add Value
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Community
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Customers
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Customers
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Content Problems
• Information silos
• Organization of special collections
• Costs of digitization
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Edward Tufte & Richard Wurman
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L ocation
A lphabetical
T ime
C ategory
H ierarchy
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Location
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Alphabetical Order
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Time
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Napoleon's March
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Category
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Hierarchy
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Hierarchy
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Icons or Images
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Task or
Service
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Audience
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People are Involved!
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Contextualization
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Club of experts
Crowd of people
Coalition of parties
Community of kindred spirits
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Crowdsourcing
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Libraries Using Crowdsourcing
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Transcription
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Georeferencing
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Complementing Collections
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Classification
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Co-Curation
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Content Context
Community
ConnectionCollaboration
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• What is the added value (in the eyes of our customers) for what we currently do?
• What can we stop doing (that has little value) and our customers probably will not notice?
• What should we do that is new and will add real value?
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Taylor’s Value Spectrum
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Cooperate with one another
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What Have You Found to be Effective?
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Joe at JoeMatthews.Org