Adding value : the foundation on which to build community
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Transcript of Adding value : the foundation on which to build community
Adding Value:The Foundation Upon
Which to Build Community
APLIC 48th Annual Conference
Joe Matthews
April 28, 2015
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?
Customer Criteria for Assessing Value
Customer 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
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
The greatest danger in
times of turbulence is
not the turbulence:
it is to act with
yesterday’s logic.
Peter Drucker
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 ….
The scarce factor is not information; it is attention and especially human attention.Herb Simon
Customers
People come to us PLUSwe go to people
If we do the right things,
the library as
place becomes
the library as
placeless
resource
• 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?