Marketing to Their Needs: Utilizing Empathetic Marketing Techniques in Student Outreach

This article describes empathetic marketing, a new marketing approach that was created by Mark Ingwer and outlined in his 2012 book, Empathetic Marketing: How to Satisfy the 6 Core Emotional Needs of Your Customers. The authors discuss how this marketing theory can be used by academic librarians to transform their marketing endeavors by presenting library services and resources to students in a way that helps them meet core human emotional needs (control, self-expression, growth, recognition, belonging, and care). The authors also include examples of empathetic marketing from their libraries.     

社区电子商务中客户服务成熟度和消费者信心的关联性研究

在对新的社区电子商务特色定位和功能模型结构进行研究的基础上,首先对社区电子商务客户服务成熟度的指标构成和各子指标对指标的综合权重进行分析,探讨客户服务成熟度中各子指标对提高消费者信心的各方面因素的作用关系,分析得出通过提升客户服务成熟度的关键因素--配套服务整合能力--提升消费者信心的多方面因素,最终提升消费者信心综合指标的独特路径,最后提出提高配套服务整合的阶段措施建议。     

Managing Customer Relationships

ABSTRACT

The most important thing for a book vendor in managing customer relationships is successfully managing the company's own resources. Book vendors must be able to hire and train staff who understand the changing needs of libraries and who are able to influence the company's strategic direction and daily operation so that these needs are met. In recent years, book vendors have had to go beyond bookselling, and provide technical services to help libraries to become more efficient. This has required new levels of expertise from book vendors, who today work more closely with their customers then ever before.     

Customer Service:

No abstract available for this article.     

Showing Students We Care: Using Empathetic Marketing To Ease Library Anxiety And Reach Distance Students

Marketing to distance students can be particularly challenging, but a new marketing trend called empathetic marketing provides academic libraries with a new and innovative way to reach these students. Empathetic marketing focuses on the core emotional needs of students and demonstrates how the library’s staff and services can help meet those needs. This article explores how using empathetic marketing in outreach efforts to distance students builds a connection between the library staff and distance students and can help alleviate library anxiety for distance students.     

国内数字图书馆用户管理及收费方式初探

数字图书馆的目的在于促进中华文化的传播与发展，因此，吸引更多的用户利用数字图书馆是非常有必要的，吸引用户的方式有很多，其中用户管理的及付费方式对此起着重要作用，文中分析了现有数字图书馆的用户管理方式，提出对非会员用户的管理方法及付费方式。     

Assessing Library Customer Interactions and Staff Satisfaction

In 2016, two service departments–the office of information technology (OIT) and the academic resource center (ARC) at the college–physically relocated into the library. To ensure consistent customer service and staffing for the ARC, OIT, and library, the departments collaborated to discuss the implications for their new shared space. They decided to use a common online customer service form in Qualtrics to track and assess library customer interactions and staff satisfaction.     

用户中心理念与个性化服务

通过对用户中心和个性化服务两个概念所产生的背景进行分析，从而揭示二者的相互关系。指出个性化服务在实践中还存在一些模糊认识，从认知上解决好这些问题，是开展个性化服务的基础。     

用户满意度理论发展与应用研究

介绍用户满意度的含义,认为用户满意度已由一个生活概念演变为一个科学概念。虽然理论界对用户满意度的概念有多种诠释,但其所描述的始终都是人的一种心理体验。论述用户满意度的基本构成及其影响因素,从多个角度全面阐述用户满意度理论在国内外的发展与应用情况,指出用户满意度发展与应用中存在的问题。     

面向用户的灵捷信息管理与服务系统研究

指出信息管理与服务方法的创新更倾向于依托计算机网络和数字化技术，形成面向用户的、创新的管理结构和组织。借鉴当代管理学研究成果，对面向用户的“灵捷信息管理与服务系统”的概念、模型、特征和创新之处进行研究。这是实现图书情报工作最大满足用户知识需求目标的信息管理创新体系。     

网评的意义与类型

本文通过介绍图书馆开展网络评论的意义，阐述了网络评价网络版出版物的常见形式和发布类型。作者认为网评成为图书馆的一项新业务，并大力推行。     

News Selection Within Customer Magazines

Customer magazines blur the boundaries between journalistic reporting and organizational information. On the one hand, customer magazines are intended to communicate the interests, brands, products, and services of an organization. On the other hand, their topics, style, and layout resemble those of journalistic publications, from which readers expect independent and objective reporting. While customer magazines are distributed in high numbers throughout different industries and play an increasingly important role in the media landscape, they have hardly been the focus of researchers to date. It is therefore quite unclear how editorial decisions are made within these publications. This study investigated the relevance of journalistic news factors for topic selection in customer magazines and the extent to which these factors differ from those of journalistic publications. We conducted a quantitative survey of customer magazines’ editors-in-chief in Germany (N?=?143). We compared their responses on the relevance of news factors to the findings of a survey of senior journalists. The findings revealed clear differences in the use of news factors between the two groups.     

Customer Experience in Public Libraries

ABSTRACT

Public libraries today are gingerly stepping into the emerging philosophy among successful businesses around the world: customer experience. Libraries are hiring staff with “customer experience” in their title, others are curious and want to learn more. Most of the resources currently available to libraries hoping to get started take a corporate approach particularly as it impacts financial success. The bottom line is that all of us are in the customer experience business, whether we know it or not. It goes to the heart of everything we do – how staff interact with the public and each other, the value libraries provide to a community, even the cleanliness of the restrooms. Additionally, many of those companies that library users experience in their daily lives – health care, insurance, retail – have already jumped on the customer experience bandwagon, overall raising the public’s expectation of what they should experience in libraries. How and where to start? How does a library build a road map to develop a customer experience philosophy and culture, which staff will embrace and support? When building a new library how do you design that building using a customer experience lens? Columbus Metropolitan Library has spent the last 5 years mapping out a customer experience practice, which includes staff training, journey mapping, customer insights, customer engagement training, and library design.     

The Customer Is Always Right

Summary

Dealing with difficult patrons can be stressful. However, if we look at business literature and practice, we can learn much about how to deal with these difficulties. This paper focuses specifically on customer complaints. The business world regards complaints as valuable opportunities to improve customer service and satisfaction. Libraries should provide channels for their patrons to make complaints, follow up on those complaints, and train staff to deal with user dissatisfaction. Otherwise, our users may decide the library is not valuable to them, and we could lose valuable support.     

The Information Specialist Customer Partnership

Abstract

“To make significant contributions at appropriate points in the research process, information specialists must be positioned for proactive service to their users” (Von Seggem p. 101). At the National Center for Manufacturing Sciences Manufacturing Information Resource Center, information specialists are part of their customer' s team and contribute valuable expertise, information, and skills. The synergy of this relationship will be illustrated by describing three projects where these knowledge workers collaborated with their customers. From this experience, these information professionals share recommendations for fostering the customer librarian partnership. In conclusion, the synergistic practices described are related to literature on the topic of librarian customer teamwork.     

论图书馆的客户关系管理

介绍了客户关系管理的基本原理和方法，论述了对图书馆实施客户关系管理的必要性及其意义、客户信息收集与元数据设计、客户信息需求分析等问题。     

从用户角度看数字图书馆建设

本文从数字图书馆用户的角度出发,讨论了数字图书馆的建设。