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Being Mad About Good Service

Being Mad About Good Service. Rebecca Marsh. Format of the evening. Rebecca Marsh (MD, ASLIB and Service Development Director, Emerald) – Being Mad about Good Service Jacqueline Beattie (Global Contract Manager, Dow Chemicals) – Body of Knowledge in Information Management

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Being Mad About Good Service

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  1. Being Mad About Good Service Rebecca Marsh

  2. Format of the evening • Rebecca Marsh (MD, ASLIB and Service Development Director, Emerald) – Being Mad about Good Service • Jacqueline Beattie (Global Contract Manager, Dow Chemicals) – Body of Knowledge in Information Management • Graham Coult (Editor-in-Chief, Managing Information) – Why Data Protection is Important • Roundtable discussions and networking

  3. What does ASLIB stand for? ASLIB is a membership association for people who manage information and knowledge in organisations.

  4. Why is service important now? • Expectations of information and knowledge management and provision are changing • Expectations of roles of information managers and service provision are changing • Look beyond our own service users and see their service users

  5. Moments of realisation • You Must Be Crazy • You Need to Look Outside More

  6. You must be crazy • Notable Game-changers which at first sight seem crazy - • eBay – an internet auction site for unwanted goods • Twitter – a message service with restricted message length that implies the messages are trivial • Virgin – a name for any new company

  7. Crazy ideas • Greater availability of information (and free information) = reduced requirement for information professionals • New generation of users search for information very differently • Librarians are actually feared

  8. Should this prompt us to think in different ways? • The embedded librarian • Transliteracy through a range of platforms to communicate more effectively • Asking for information more effectively

  9. We need to look outside more • Where do we get inspiration? • Our spaces are changing (no longer just physical assets in a physical space). Libraries, information centres and museums can be used differently – socially, service provision, centres for your communities

  10. Discussion topics • What are the changing needs of our users? • How do we shape service to become a crucial partner in solving information problems?

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