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Faniel</a></li> <li id="menu-item-3381" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3381"><a href="https://blog.oclc.org/next/author/tyler-ferguson/">Tyler Ferguson</a></li> <li id="menu-item-3427" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3427"><a href="https://blog.oclc.org/next/author/bill-forgette/">Bill Forgette</a></li> <li id="menu-item-3401" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3401"><a href="https://blog.oclc.org/next/author/rachel-frick/">Rachel Frick</a></li> <li id="menu-item-3416" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3416"><a href="https://blog.oclc.org/next/author/don-hamparian/">Don Hamparian</a></li> <li id="menu-item-5078" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-5078"><a href="https://blog.oclc.org/next/author/karen-hinton/">Karen Hinton</a></li> <li id="menu-item-3404" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3404"><a href="https://blog.oclc.org/next/author/jenny-johnson/">Jenny Johnson</a></li> <li id="menu-item-4961" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-4961"><a href="https://blog.oclc.org/next/author/anna-jones/">Anna Jones</a></li> <li id="menu-item-3393" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3393"><a href="https://blog.oclc.org/next/author/cathy-king/">Cathy King</a></li> <li id="menu-item-3419" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3419"><a href="https://blog.oclc.org/next/author/kem-lang/">Kem Lang</a></li> <li id="menu-item-3389" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3389"><a href="https://blog.oclc.org/next/author/brian-lavoie/">Brian Lavoie</a></li> <li id="menu-item-3411" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3411"><a href="https://blog.oclc.org/next/author/saskia-leferink/">Saskia Leferink</a></li> <li id="menu-item-3418" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3418"><a href="https://blog.oclc.org/next/author/nancy-lensenmayer/">Nancy Lensenmayer</a></li> <li id="menu-item-3410" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3410"><a href="https://blog.oclc.org/next/author/scott-livingston/">Scott Livingston</a></li> <li id="menu-item-5111" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-5111"><a href="https://blog.oclc.org/next/author/dennis-massie/">Dennis Massie</a></li> <li id="menu-item-3407" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3407"><a href="https://blog.oclc.org/next/author/john-mccullough/">John McCullough</a></li> <li id="menu-item-3385" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3385"><a href="https://blog.oclc.org/next/author/tony-melvyn/">Tony Melvyn</a></li> <li id="menu-item-3417" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3417"><a href="https://blog.oclc.org/next/author/jeff-mixter/">Jeff Mixter</a></li> <li id="menu-item-5121" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-5121"><a href="https://blog.oclc.org/next/author/kendra-morgan/">Kendra Morgan</a></li> <li id="menu-item-3425" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3425"><a href="https://blog.oclc.org/next/author/chip-nilges/">Chip Nilges</a></li> <li id="menu-item-3391" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3391"><a href="https://blog.oclc.org/next/author/jennifer-peterson/">Jennifer Peterson</a></li> <li id="menu-item-3409" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3409"><a href="https://blog.oclc.org/next/author/julie-presas/">Julie Presas</a></li> <li id="menu-item-3405" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3405"><a href="https://blog.oclc.org/next/author/merrilee-proffitt/">Merrilee Proffitt</a></li> <li id="menu-item-4690" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-4690"><a href="https://blog.oclc.org/next/author/christina-rodriques/">Christina Rodriques</a></li> <li id="menu-item-3878" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3878"><a href="https://blog.oclc.org/next/author/jenny-rosenfeld/">Jenny Rosenfeld</a></li> <li id="menu-item-3406" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3406"><a href="https://blog.oclc.org/next/author/mary-sauer-games/">Mary Sauer-Games</a></li> <li id="menu-item-3420" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3420"><a href="https://blog.oclc.org/next/author/andreas-schmidt/">Andreas Schmidt</a></li> <li id="menu-item-3388" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3388"><a href="https://blog.oclc.org/next/author/tammi-spayde/">Tammi Spayde</a></li> <li id="menu-item-3392" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3392"><a href="https://blog.oclc.org/next/author/christa-starck/">Christa Starck</a></li> <li id="menu-item-5176" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-5176"><a href="https://blog.oclc.org/next/author/titia-van-der-werf/">Titia van der Werf</a></li> <li id="menu-item-3422" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3422"><a href="https://blog.oclc.org/next/author/eric-van-lubeek/">Eric van Lubeek</a></li> <li id="menu-item-3387" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3387"><a href="https://blog.oclc.org/next/author/cynthia-m-whitacre/">Cynthia M. Whitacre</a></li> <li id="menu-item-4616" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-4616"><a href="https://blog.oclc.org/next/author/david-whitehair/">David Whitehair</a></li> <li id="menu-item-4960" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-4960"><a href="https://blog.oclc.org/next/author/gina-winkler/">Gina Winkler</a></li> <li id="menu-item-3383" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-3383"><a href="https://blog.oclc.org/next/author/kelly-wolfe/">Kelly Wolfe</a></li> </ul></div></li><li class="widget widget_categories" id="categories-3"><h4>Topics</h4> <ul> <li class="cat-item cat-item-130"><a href="https://blog.oclc.org/next/topic/advocacy/">Advocacy</a> </li> <li class="cat-item cat-item-168"><a href="https://blog.oclc.org/next/topic/analytics/">Analytics</a> </li> <li class="cat-item cat-item-29"><a href="https://blog.oclc.org/next/topic/big-data/">Big data</a> </li> <li class="cat-item cat-item-55"><a href="https://blog.oclc.org/next/topic/cataloging/">Cataloging</a> </li> <li class="cat-item cat-item-123"><a href="https://blog.oclc.org/next/topic/change-management/">Change management</a> </li> <li class="cat-item cat-item-75"><a href="https://blog.oclc.org/next/topic/community/">Community</a> </li> <li class="cat-item cat-item-115"><a href="https://blog.oclc.org/next/topic/community-engagement/">Community engagement</a> </li> <li class="cat-item cat-item-70"><a href="https://blog.oclc.org/next/topic/customer-experience/">Customer experience</a> </li> <li class="cat-item cat-item-85"><a href="https://blog.oclc.org/next/topic/digital-collections/">Digital collections</a> </li> <li class="cat-item cat-item-128"><a href="https://blog.oclc.org/next/topic/discovery/">Discovery</a> </li> <li class="cat-item cat-item-96"><a href="https://blog.oclc.org/next/topic/diversity/">Diversity</a> </li> <li class="cat-item cat-item-73"><a href="https://blog.oclc.org/next/topic/genealogy/">Genealogy</a> </li> <li class="cat-item cat-item-84"><a href="https://blog.oclc.org/next/topic/leadership/">Leadership</a> </li> <li class="cat-item cat-item-18"><a href="https://blog.oclc.org/next/topic/learning/">Learning</a> </li> <li class="cat-item cat-item-53"><a href="https://blog.oclc.org/next/topic/librarianship/">Librarianship</a> </li> <li class="cat-item cat-item-4"><a href="https://blog.oclc.org/next/topic/linked-data/">Linked data</a> </li> <li class="cat-item cat-item-112"><a href="https://blog.oclc.org/next/topic/marketing/">Marketing</a> </li> <li class="cat-item cat-item-42"><a href="https://blog.oclc.org/next/topic/membership/">Membership</a> </li> <li class="cat-item cat-item-148"><a href="https://blog.oclc.org/next/topic/metadata/">Metadata</a> </li> <li class="cat-item cat-item-12"><a href="https://blog.oclc.org/next/topic/mission/">Mission</a> </li> <li class="cat-item cat-item-126"><a href="https://blog.oclc.org/next/topic/open-content/">Open content</a> </li> <li class="cat-item cat-item-79"><a href="https://blog.oclc.org/next/topic/organizational-culture/">Organizational culture</a> </li> <li class="cat-item cat-item-22"><a href="https://blog.oclc.org/next/topic/partnerships/">Partnerships</a> </li> <li class="cat-item cat-item-62"><a href="https://blog.oclc.org/next/topic/print-collections/">Print collections</a> </li> <li class="cat-item cat-item-40"><a href="https://blog.oclc.org/next/topic/research/">Research</a> </li> <li class="cat-item cat-item-28"><a href="https://blog.oclc.org/next/topic/resource-sharing/">Resource sharing</a> </li> <li class="cat-item cat-item-129"><a href="https://blog.oclc.org/next/topic/security/">Security</a> </li> <li class="cat-item cat-item-127"><a href="https://blog.oclc.org/next/topic/social-justice/">Social justice</a> </li> <li class="cat-item cat-item-59"><a href="https://blog.oclc.org/next/topic/society/">Society</a> </li> <li class="cat-item cat-item-47"><a href="https://blog.oclc.org/next/topic/strategy/">Strategy</a> </li> <li class="cat-item cat-item-37"><a href="https://blog.oclc.org/next/topic/technology/">Technology</a> </li> <li class="cat-item cat-item-27"><a href="https://blog.oclc.org/next/topic/trends/">Trends</a> </li> <li class="cat-item cat-item-11"><a href="https://blog.oclc.org/next/topic/workflows/">Workflows</a> </li> </ul> </li> </ul> </nav>  </div> </aside>   <div class="col-md-14 col-sm-18"> <h4 class="title_archive"> Posts in: July, 2016 </h4> <div class="blog-style-one ">  <article class="blog-item post-675 post type-post status-publish format-standard hentry category-librarianship tag-leadership tag-teaching"> <header> <h2 class="title"> <a href="https://blog.oclc.org/next/lets-open-library-doors-to-wikipedia/">Let’s open library doors to Wikipedia</a> </h2> <div class="meta-info"> <img data-del="avatar" src='https://blog.oclc.org/next/wp-content/uploads/2016/04/proffitt-merrilee-1.jpg' class='avatar pp-user-avatar avatar-90 wp-user-avatar wp-user-avatar-90 photo ' height='90' width='90'/> <ul> <li> <a href="https://blog.oclc.org/next/author/merrilee-proffitt/" title="Posts by Merrilee Proffitt" rel="author">Merrilee Proffitt</a></li> <li> 27 July 2016</li> <li><a href="https://blog.oclc.org/next/topic/librarianship/">Librarianship</a></li> </ul> </div> </header> <div class="the-post-thumbnail"><a href="https://blog.oclc.org/next/lets-open-library-doors-to-wikipedia/"></a></div> <div class="post-body"> <p><a href="https://blog.oclc.org/next/wp-content/uploads/2016/07/wiki-libraries.jpg" rel="attachment wp-att-679"><img fetchpriority="high" decoding="async" class="alignnone size-full wp-image-679" src="https://blog.oclc.org/next/wp-content/uploads/2016/07/wiki-libraries.jpg" alt="wiki-libraries" width="1160" height="370" /></a>What if Wikipedia, the sixth most popular website on the planet, and libraries joined forces? The result could be transformative. Deeper, more authoritative content embedded in this internet encyclopedia. Librarians actively helping their communities raise their profiles. And libraries connecting their unique resources with a larger web audience.</p> <p><a href="https://blog.oclc.org/next/lets-open-library-doors-to-wikipedia/" class="btn btn-prime btn-read-more2 btn-read-more btn-small">Read More</a></p> </div> </article> <hr> <article class="blog-item post-668 post type-post status-publish format-standard hentry category-customer-experience tag-end-users tag-library-management tag-strategy"> <header> <h2 class="title"> <a href="https://blog.oclc.org/next/the-needs-of-one/">The needs of one</a> </h2> <div class="meta-info"> <img data-del="avatar" src='https://blog.oclc.org/next/wp-content/uploads/2016/06/Drew-Bordas.jpg' class='avatar pp-user-avatar avatar-90 wp-user-avatar wp-user-avatar-90 photo ' height='90' width='90'/> <ul> <li> <a href="https://blog.oclc.org/next/author/drew-bordas/" title="Posts by Drew Bordas" rel="author">Drew Bordas</a></li> <li> 19 July 2016</li> <li><a href="https://blog.oclc.org/next/topic/customer-experience/">Customer experience</a></li> </ul> </div> </header> <div class="the-post-thumbnail"><a href="https://blog.oclc.org/next/the-needs-of-one/"></a></div> <div class="post-body"> <p><a href="https://blog.oclc.org/next/wp-content/uploads/2016/07/2016-07-05-Disney.jpg" rel="attachment wp-att-647"><img loading="lazy" decoding="async" class="alignnone size-full wp-image-647" src="https://blog.oclc.org/next/wp-content/uploads/2016/07/2016-07-05-Disney.jpg" alt="2016-07-05 Disney" width="1160" height="370" /></a>At ALA in Orlando, we heard a great talk from Amy Rossi from the Disney Institute about Disney’s approach to customer service. I’m glad we’ve had a chance to share some <a href="https://blog.oclc.org/next/what-disney-taught-me-about-great-customer-experiences/">notes from her presentation</a> and some <a href="https://blog.oclc.org/next/the-touchpoints-of-exceptional-customer-service/">thoughts from a few of the librarians</a> who attended. I’d like, though, to take one final look at some of the insights she shared, this time from the point of view of customer service here at OCLC. As head of our customer operations team, it’s not just a subject that I find fascinating, it’s also my passion and my responsibility.</p> <p>Star Trek’s Mr. Spock famously tells us that, “the needs of the many outweigh the needs of the few,” or, as interjected by Captain Kirk, “the one.” That may hold true philosophically, but not when it comes to customer service. While new products or features may be developed to meet the needs of the many, service questions and concerns are almost always about the needs of “the one.” And that’s where we get into the SPOC Paradox.</p> <p><a href="https://blog.oclc.org/next/the-needs-of-one/" class="btn btn-prime btn-read-more2 btn-read-more btn-small">Read More</a></p> </div> </article> <hr> <article class="blog-item post-655 post type-post status-publish format-standard hentry category-customer-experience tag-library-management tag-strategy tag-user-behavior"> <header> <h2 class="title"> <a href="https://blog.oclc.org/next/the-touchpoints-of-exceptional-customer-service/">The touchpoints of exceptional customer service</a> </h2> <div class="meta-info"> <img data-del="avatar" src='https://blog.oclc.org/next/wp-content/uploads/2016/06/Drew-Bordas.jpg' class='avatar pp-user-avatar avatar-90 wp-user-avatar wp-user-avatar-90 photo ' height='90' width='90'/> <ul> <li> <a href="https://blog.oclc.org/next/author/drew-bordas/" title="Posts by Drew Bordas" rel="author">Drew Bordas</a></li> <li> 12 July 2016</li> <li><a href="https://blog.oclc.org/next/topic/customer-experience/">Customer experience</a></li> </ul> </div> </header> <div class="the-post-thumbnail"><a href="https://blog.oclc.org/next/the-touchpoints-of-exceptional-customer-service/"></a></div> <div class="post-body"> <p><a href="https://blog.oclc.org/next/wp-content/uploads/2016/07/2016-07-05-Disney.jpg" rel="attachment wp-att-647"><img loading="lazy" decoding="async" class="alignnone size-full wp-image-647" src="https://blog.oclc.org/next/wp-content/uploads/2016/07/2016-07-05-Disney.jpg" alt="2016-07-05 Disney" width="1160" height="370" /></a>During the OCLC Symposium at ALA Annual this year, we got the opportunity to hear from Disney Institute’s Amy Rossi. Amy talked about how Disney seeks to understand the complete customer experience and “overmanage” the details that contribute to it. You can find a longer summary of the event in my <a href="https://blog.oclc.org/next/what-disney-taught-me-about-great-customer-experiences/">previous post</a>.</p> <p>During the event, Amy gave us some time to think about and share the touchpoints that visitors to the library (virtual or in person) encounter and what kind of experience they’re likely to have. At my table, we talked mostly about library signage—how do we give people all the information they’ll need without crowding the entrance way with signs? Other people shared concerns about parking lots, the staff members who sit closest to the front door, how users click through the library’s website and many other touchpoints.</p> <p>We caught a few attendees after the event to capture their immediate thoughts on how Amy’s presentation relates specifically to libraries. Here’s what they had to share.</p> <p><a href="https://blog.oclc.org/next/the-touchpoints-of-exceptional-customer-service/" class="btn btn-prime btn-read-more2 btn-read-more btn-small">Read More</a></p> </div> </article> <hr> <article class="blog-item post-632 post type-post status-publish format-standard hentry category-customer-experience tag-end-users tag-library-management tag-strategy tag-user-behavior"> <header> <h2 class="title"> <a href="https://blog.oclc.org/next/what-disney-taught-me-about-great-customer-experiences/">What Disney taught us about great service</a> </h2> <div class="meta-info"> <img data-del="avatar" src='https://blog.oclc.org/next/wp-content/uploads/2016/06/Drew-Bordas.jpg' class='avatar pp-user-avatar avatar-90 wp-user-avatar wp-user-avatar-90 photo ' height='90' width='90'/> <ul> <li> <a href="https://blog.oclc.org/next/author/drew-bordas/" title="Posts by Drew Bordas" rel="author">Drew Bordas</a></li> <li> 05 July 2016</li> <li><a href="https://blog.oclc.org/next/topic/customer-experience/">Customer experience</a></li> </ul> </div> </header> <div class="the-post-thumbnail"><a href="https://blog.oclc.org/next/what-disney-taught-me-about-great-customer-experiences/"></a></div> <div class="post-body"> <p><a href="https://blog.oclc.org/next/wp-content/uploads/2016/07/2016-07-05-Disney.jpg" rel="attachment wp-att-647"><img loading="lazy" decoding="async" class="size-full wp-image-647 alignnone" src="https://blog.oclc.org/next/wp-content/uploads/2016/07/2016-07-05-Disney.jpg" alt="2016-07-05 Disney" width="1160" height="370" /></a></p> <p>ALA Annual is always a great place to learn and meet people. As the Vice President of Management and Customer Operations at OCLC, I found that one of the highlights of this year’s conference was the OCLC Symposium on how to deliver a great customer experience. Now, if you’re like me, when you think about Disney’s magic you don’t think about parking lots or birds in the Enchanted Tiki Room that look like they’re actually breathing. But it’s exactly those types of details that make the Disney experience so complete, compelling and successful.</p> <p>Amy Rossi from the Disney Institute—who admitted that she once moved to a new city and got a library card before a new driver’s license—talked to us about how Disney manages its customer experience. She started out by making the great point that Disney and libraries are really in the same industry: the service industry. To Disney, entertainment and hospitality are side effects of great service. Likewise, people come to libraries for a lot of different reasons, but all libraries provide service.</p> <p><a href="https://blog.oclc.org/next/what-disney-taught-me-about-great-customer-experiences/" class="btn btn-prime btn-read-more2 btn-read-more btn-small">Read More</a></p> </div> </article> <hr>   </div> </div>   <div class="col-md-6 hidden-sm hidden-xs"> <aside class="right-sidebar"> <div class="widget widget_text" id="text-7"><h5 class="sr_w_title">Stay Connected</h5> <div class="textwidget"><p><strong><a href="https://oclc.org/email.html">Sign up</a></strong> to have OCLC <i>Next</i> updates sent directly to your inbox and to keep up with the latest news about the OCLC cooperative, products, and services.</p></div> </div><hr class="small"> <div class="widget widget_recent_entries" id="recent-posts-2"> <h5 class="sr_w_title">Recent Posts</h5> <ul> <li> <a href="https://blog.oclc.org/next/insights-for-collections/">From data to action: Leveraging insights to make more informed 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