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					Corporate libraries:
Evolving as the electronic
resources evolve

Marilynn Dunker
Intellectual Property & Business information Services
The Procter & Gamble Company
March 25, 2007
About the Procter & Gamble
Company
• Based in Cincinnati, Ohio, USA
• Markets more than 250 brands which include
  Tide, Pringles, Iams, Pantene, Crest, Mr. Clean,
  Folgers, Duracell, Braun Oral B, and Pampers
• Reaches 5 billion consumers in over 130
  countries
• Employs more than 140,000 people in
  approximately 80 countries
• Visit www.pg.com to find out more
P&G’s Billion Dollar Brands
P&G Electronic Resources
(1997)
 • P&G Intranet was just getting started
 • Accessing the Internet required special
   permission & a password
 • Electronic Resources were loaded
   locally & available in Cincinnati via LAN
   – Global access was limited
   – Move to Intranet site access was started
      • Resources continued to be hosted on in house
        servers
P&G Libraries & Information Searchers
(1997)

 • Libraries
    – Many physical libraries; low usage
    – High Cost
 • Information Searchers
    –    Strong expertise
    –    Clients have limited access/awareness
    –    Primarily physical-based
    –    Semi-cohesive group
          • No branding
          • Limited sharing of work among searchers across
            geographic regions
P&G Virtual Library Project
     – The evolution begins 2000-2001
Goals
  •To make content and services
  available globally, regardless of time
  and location
  •To support Company webification
  strategy
  • Reduce physical libraries and
  provide cost savings
P&G Virtual Library: Ideal Vision

• Staffed InfoDesk with a “follow the sun” model
  – Ready to answer quick questions/training
  – Able to quickly pass on “out of scope” or in-depth
    search requests
• Website providing all electronic resources
  needed to support the business
  – Self-service for basic questions leaving Information
    Searchers free for higher value/more difficult
    requests.
  – Training information on website accessed as need by
    end-users
P&G Virtual Library: Launch 2001
• Virtual Library InfoWeb
   – Access to databases, newsfeeds, electronic journals,
     training documents
• Virtual Library Infodesk
   – Available via chat, phone and e-mail
   – Provides on the spot assistance & quick answers
   – Funnels in-depth questions/searches to appropriate
     group
• Resources now available globally instead of
  limited to those with access to physical library
P&G Virtual Library: the reality
• Infodesk staffed by global team during US
  business hours
  – InfoDesk interactions & staffing levels not high
    enough to allow “follow the sun” model
• Website issues
  – Building awareness globally a challenge
  – Usability issues – some love website, some hate it
  – Despite a great variety of databases & e-journals,
    people sometime is unhappy with the content
    choices
  – Some say the don’t have time to do their own
    information searches
How else have the P&G libraries
evolved?
  •   Changing the Collection
  •   Evolving the organization
  •   Changing the Searchers Interactions
  •   Establishing the Brand
Changing the collection
Collection development required a new
 mindset
  – Less emphasis on print collections
     • Moved to more full-text, both e-journals and e-
       books.
  – Focus on electronic resources evolved
     • Transitioned from CDs loaded in house to
       databases hosted on the web
     • Had to be as easy to access in Venezuela or
       China as in Cincinnati
  – Dealt with the electronic resource “Pricing
    Model Challenge.”
Evolving the Organization

• Consolidation of over 20 physical libraries down
  to three global locations
• Name changes to more accurately our work
  – Business Information services to Business
    Intelligence Services to Intellectual Property &
    Business Information Services (IPBIS)
• All information services brought under one
  umbrella – Virtual Library, Information Research,
  Records Management & Archives
Changing the Searchers’
Interactions
Information Searchers took on a more global mindset
• No longer just working for the clients in primary
   business unit & location
   – Contact with clients as likely to be e-mail only as it is face to
     face
   – Phone call from Egypt answered in Italy, final search done
     in Cincinnati
• Began working in more formal teams
   – First began working as subject teams ( chemistry,
     engineering, business etc.) to support calls to Infodesk
   – Evolved to Global Business Teams which could provide:
       • Better understanding of business priorities & needs
       • Greater expertise & a means for sharing it in technology areas
         such as diapers, detergents or pharmaceuticals.
Establishing the Brand
IPBIS is creating a brand that means
  quality information services within P&G.
  – Developed logos for overall organization &
    each service line
     • Used for communications, posters, etc.
  – As part of branding, Information Research
    stepped up the visual quality of our output
     • Search report templates to provide a more
       professional finish to already high quality
       searches.
     • Training provide for “value added” touches
     • Reports posted to internal sites to increase
       visibility & share the knowledge
The Evolution Continues…
• Improved Virtual Library website
  – More user friendly
  – Customizable, federated searching
  – Continuing to serve the needs of the
    business as it grows & changes
• Exploring use of Blogs, Wikis, Social
  Networking in our corporate
  environment.

				
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