Smarter Libraries through Technology Customer Relationship Management

摘要

Libraries are beginning to shift their emphasis of technology support systems from a narrow focus on the back rooms of procesing collection materials to an expanded view that's more inclusive of the front lines of information services and patron engagement. Library automation systems developed to date have focused primarily on managing and providing access to collections, integrated library system and the more recent genre of library services platforms have developed very sophisticated functionality for technical services and for circulation of physical materials. Discovery services enable library users to easily find and gain access to patron materials and continue to improve capabilities for digital lending. These systems have not, however, been developed to deliver sophisticated tools to help libraries assess and improve their services to patrons or strengthen engagement. Room remains to extend the scope of the core library automation infrastructure to fill voids unaddressed by traditional models of functionality. These tools adopt the characteristics of products and services available in the business sector for marketing automation and customer relationship management but are tuned to reflect the values and strategies of libraries.