The Study of Customer Knowledge Management in Public Libraries: A Case Study of Taipei County Library
Date Issued
2007
Date
2007
Author(s)
Chen, Hue-Win
DOI
zh-TW
Abstract
Libraries as enterprises are service industry and deliver customer value more consistently and effectively than other rivals, so to make customer to feel highly satisfy to the products and service of libraries is the most original way to make long-term relationship with customers. From the model that enterprise developed customer knowledge management to advance customer relationship management, libraries should actively and effectively manage their customer knowledge to know their customer and have customer knowledge so that they provide the right service and products to the customers in real time. Furthermore, the development of customer knowledge management to make librarians share each other their experience on customer service, so they can control the workflow and efficiency more quickly.
This research is a case study of Taipei county Library, to discuss the process of customer knowledge management in public libraries and to realize the revealing, sorting, sharing, feedback of customer knowledge in a library organization by interviewing executive officers and five service librarians. In the process of interviewing executive officers, we found that they expect the librarians to concern about customers actively and encourage them to collect customer knowledge to understand customer’s thought and needs. In the process of interviewing service librarians, we found that they collect customer knowledge when they contact with customers, then they share customer knowledge with each other and feedback to manager.
According to the outcome of interview, this research proposed the frame of customer knowledge management of Taipei county Library. From the outcome, we found that the manager think libraries as service industry and encourage the librarians to contact with customers and know them. The frame of customer knowledge management of Taipei county Library show that there are many way to reveal customer knowledge in Taipei county Library, including face to face, e-mail, massage on the website, telephone and letter communicate with customer, as well as the librarians talking and reacting with customer. The librarians found the conversational and observational customer knowledge by these ways, further, they realized customer interest and prefer of reading in order to capture predictive customer knowledge. After revealing customer knowledge, the librarians will look for the suitable solution for the customer in the service and resource of library via their experience and position. Formal reference tool built by the library, for example, work books, regulation books, work diary, Q&A information on the library website, opinions shared between librarians through e-mail or chat with each other, individual librarian’s own resource, and problem-solving collection individual librarian created by himself, are the reference tool in the process of customer knowledge sorting. In the process of fitting customer’s need in resource and service, librarians not only insistently communicate with customers, but try to propose some service for them to choose, then realize their real need from their choice and find the problem-solving out. In order to know customer’s opinions after gaining library service and promote service according to their opinions, Taipei county Library will trace the reaction from customers through formal questionnaire or informal chat. After the librarians gain customer knowledge and experience, they share their own customer knowledge to other librarians and managers via e-mail, work diary, chat, or a discussion in conferences. In addition, the library invites the senior and superior librarians to share their experience in conferences. Now the resource of customer knowledge management in Taipei county Library is from the Q&A database created by themselves and the feedback from all readers. The managers already have a idea of information statistic analyzing and creating an on-line message board for all librarians in Taipei county. Furthermore, the librarians’ own experience are always in their minds, some librarians make their experience concrete by write a problem-solving collection.
According to the outcome of research, we offer a proposal for customer knowledge revealing, customer knowledge sorting and suitable resource and service providing, and customer knowledge sharing and feedback. About customer knowledge revealing, we suggest the library should check relative regulation periodically, hold courses of how to use library, hold educational course for librarians periodically, and predict customer’s need. About customer knowledge sorting and suitable resource and service providing, we suggest the library should design a real time search database for customer service, make workbook, and investigate service satisfaction. About customer knowledge sharing and feedback, we suggest the library should encourage librarians to research customer service, hold an experience-sharing meeting for librarians periodically, hold an activity meeting for librarians, and recruit some superior volunteers.
Subjects
顧客關係管理
顧客知識
顧客知識管理
customer relationship management
customer knowledge
customer knowledge management
public library
Type
thesis
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