Solution
Arunavo answered on
Dec 04 2021
LIBRARY ACTION PLAN OF A PUBLIC LIBRARY FOR CUSTOMERS
Table of Contents
Introduction 3
Answer 1 3
a) 3
) 3
c) 3
d) 4
Answer 2 4
Answer 3 6
a) 6
) 6
c) 7
d) 7
Answer 4 7
a) 7
) 8
c) 8
Answer 5 8
Conclusion 9
References 10
Introduction
Li
aries are the centre where rich source of information and knowledge is available. These knowledge centres cover most of the study sectors, which aids many students, and people in general. However, with changing market place the management of information is required, adaptation to the new desire of the customer is essential, employment of high skilled staffs are required, leveraging of technology along with social networking and to outthink the direct or indirect competitors. In this assignment the details discussion will be done regarding various strategies that will be implemented for a public li
ary. Further, the discussion will be made with respect to the plan and procedures, the strategies along with techniques to analyse the people’s behaviour.
Answer 1
a)
The li
ary’s main elements are their customers. More the footfall of customers will be in the li
ary, more the profit generation of the li
ary will take place. Therefore, to maintain the continuous flow of customers, it is very important for the li
ary authorities to maintain the service up to that level which satisfies the customers. Selga-Cristobal (2018) have discussed that the importance of customer retention can improve the profits, it will spread positive word of mouth and hence it will lower down the marketing expenditure. In this scenario of public li
ary, the major advantage of this li
ary is their location.
)
Office goers, shoppers, the residential people and the students can easily access the li
ary. This is one of the major advantages of this li
ary as it can be accessed by all groups of people at their convenience because of the location. Afthanorhan et al. (2019) have discussed that the users generally look for the availability of a range of books and journals to bo
ow, using the reading rooms and the working spaces, using the catalogues and other li
ary specific online services and using the e-learning services, which are run by the li
ary. A li
ary faces different types of users such as direct users, direct non-aware users such as those accessing e-journals without noticing intermediary role of the li
ary and indirect users. These users are researchers, faculty, bachelor students, graduate students and the doctoral students.
c)
Any drop in the customer satisfaction will prompt the readers to switchover to other li
ary. Therefore, the li
ary management need to hire a number of skilled and qualified staffs who can able to address all the queries of the customers, provide them with appropriate study materials and keep the satisfaction level intact. It is very important to resolve the issue at the earliest, therefore, hiring the adequate number of staffs need to be done immediately. The budget allocation for the entire hiring process need to be sanctioned immediately as the li
ary can afford maximum one-month time to complete the entire hiring process.
d)
It is very important for the li
ary to maintain the standard contents and the regular availability of the contents. Koech and Kimile (2020) have further added that it is important for the li
ary to allocate budget properly as to take care of all the formalities such as addressing the needs of the customers and providing them with services. However, the li
ary is facing dearth with the adequate staff and the queries of all the customers are not answered. Therefore, it is important to hire adequate number of staffs to answer the queries of the customers. The collections of the contents are satisfactory hence, the li
ary need not to bother regarding that aspect. Bea, Musabila and Deogratus (2018) maintaining the level of satisfied service to the customers is important because of the increased competition.
Answer 2
Every organization has complex structure and thus the policy is one of the most important components to manage the entire operation of the organization. Similarly, as supported by Tsantekidis and Prevelakis (2017) have further discussed that the policy statement helps defining the value of the organization and help the managers and the staffs to translate those values into their service priorities and activities. The policy is a standard of operation, which will define the relationship between the service and the providers. It ensures equitable treatment for all and all the services are delivered based on the framework. Park et al. (2017) have further discussed that there is certain code of ethics, which need to be followed by every li
ary as to maintain the appropriate customer satisfaction level. The code of ethics discusses:
· Li
ary must ensure that the highest level of services must be provided to all the li
ary users through appropriate and usefully organized resources with equitable service policies, equitable access and the accurate and unbiased responses to all kind of request made by the customer.
· The li
ary must uphold the principles of the intellectual freedom and will resist all the efforts made to censor the li
ary resources.
· The li
ary must protect each of the customer’s right to privacy and confidentiality with respect to the information sought or received or the resources are consulted, bo
owed or acquired or transmitted.
· The li
ary must recognize as well as respect the intellectual property rights.
· The li
ary believes in equal treatment for all the workers and all kind of respect, fairness and safeguard of the employees as that will...