INN331.2 Management Issues Oral Presentation

Outline what we'll be discussing? Or will the introduction start with identifying the problem/ the context?

Today we'll be talking about service delivery management within the context of academic libraries

We will give an overview of our topic area and discuss the issue of adapting to changing user needs

Context – Academic Libraries Talk about who academic libraries look after Who libraries answer to (funding etc) What the role of academic libraries is

Topic Area: Service Delivery Definition and key elements that make up

service delivery I'm thinking this slide should just read: Aims to create services that are useful, useable, desirable, efficient, and effective

Is a human-centred approach that focuses on customer experience and the quality of the service encounter as the key value for success

Is a holistic approach that considers in an integrated way strategic, system, process and touch-point design decisions

Is a systemic and iterative process that integrates user-oriented, team-based interdisciplinary approaches and methods in ever-learning cycles

Saco & Gonclaves, 2008

Issue Overview: Adapting to changing user needs

List how user needs have changed/ are changing

Significance of issue: Management Perspective

Significance of Issue: Management Perspective

Implications for the information profession & organisations

List implications

Implications for the information profession and organisations

Considerations that were made when talking about implications for the information profession

Problem statement/question

“How can academic libraries manage their service delivery in order to adapt to changing user needs?”