Balanced Score Card

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					 USA top 50 magazines            USA top 100 newspapers
 48% RSS                         80 % Reporter Blogs
 46% Message Board               76% RSS
 38% Publisher Blogs Online      75% Section-wise RSS
 38% Registrations               64% Message Board
                                 61% Videos
                                 38% Online Registrations

• 260 languages

• 412.3 years length in time

• 3,000,000 tweets per day

• 140 new applications per day
• 89% start with search engine, 2% with library website (OCLC survey)

TCS Generation Web 2.0 Survey
• 41% begin their search on Google, followed by 26% on print (TCS survey)
• 63% of urban students spend over an hour online daily
• 62% have a personal computer at home
• 93% are aware of social networking
• Orkut and Facebook are most popular online destinations
• 46% use online sources to access news
• 1 in 4 students own lap-tops in metros; 2 of 3 own music players

TCS Generation Web 2.0 Survey findings suggest our future users will be -
• Globetrotters
• Social networkers
• Gadgetphiles (Mobiles, PCs, I-pods being highest in use)
• Info obtained is useless
• 2 hours a day spent in searching info
• 59% miss relevant info as it exists in wrong places
• 45% cannot find own company info
• 57% search numerous sources to find right piece of data

Source : Accenture Survey
Web-based survey of 1009 managers in companies in the US and UK

It‟s time to change the way we serve

              In-house applications              In-house publications
              Legacy applications                Intranet
              Library databases                  Email
              Library catalogues                 Collaborative applications

Structured                                                                    Unstructured

             Commercial databases                WWW Content
             Online directories                  Email
             WebOPACs                            E-journals, Newsletters
                                                 TOCs, Book Alerts
                                                 Blogs, SNS

•   Print (preferably with coffee and croissants)
•   Website
•   Mobile website (for phones and PDAs)
•   Archive (NYT and third party)
•   Online aggregators
•   Electronic (download)
•   NYT Reader (software platform)
•   Kindle
•   Facebook
•   LinkedIn
•   YouTube
•   Email
•   RSS
•   Blogs
•   Alerts
•   Podcasts
•   SMS texting
•   Avantgo
•   Chumby
•   Opera Mini
•   Twitter
•   Vindigo
•   iPhone app
                      • Contracts & Licensing
                      • Fair use

Marketing                                               Processing
• Web 2.0                                               • Open Access
                                                        • Open standards
                                                        • Web preservation

  ROI                                                   Access, Search &
  • Usage vs.cost                                         Delivery
  • Training                                            • Level Access
                                                        • Linking / OpenURL
                                                        • Federated search
                                                        • Choice of formats/
                    • Uptime
                    • Archiving
                    • Migration
                    • Portability (print- electronic)
                   RSS Feeds

                                Web Trackers


                  Chats        Twitter
• Value-add to the raw    • Segmentised       ANYTIME
  content (intelligence   • Authorised &
  and analysis)             authenticated
• Ready- to- Consume      • Measured
• Collaborative and         empowerment and
  aligned (embedded)        participation
• User-expected
Federated search vs. distributed deliveries

User empowerment without library disintermediation

McDonaldization of libraries (Brian A. Quinn, Texas Tech Univ.)

Information Products

• Information products have an S-curve.

• All highly customised, value-added, ready –to-consume info-products are

• User-participative and collaborative products increase user trust and library‟s

• Users are more interested in the „what‟ than the „how‟.
Information Products

                        • Based on IOUs (e.g. BFS, BIPM, Insurance, Telecom, Utilities)
       Info-Watch       • Based on Technology (e.g. Microsoft, Oracle, SOA)
                        • Based on Bus & Mgt Strategies (e.g. TCS, Competitors, Management)
                        • Based on Geographies / Accounts (e.g. UK, Japan, Canada, GSK, Aviva)

                        • Tracking competitor news across important parameters viz. geography
   HR & Competitor’s      presence, revenue split, strategies, key people, customers, alliances, JVs,
    Quarterly Digest      hiring, outsourcing, investments, training, R&D, CSR and others

                        • Tracking job advertisements featured in local and leading newspapers of 6
    Job-Advertisement     metros, and websites of 15 competitors

                        Customised tenders on business opportunities are sent to the concerned bid
                         office and marketing group.

                        • Prepare PowerPoint presentation decks by compiling information from
                          multiple reports and formatting in the user –defined templates ready-to-use
   Presentation Decks
Information Products

        Portal Content      Managing portal sites of domains together with the domain teams.

      Collaboration with    Collaboration with Strategic Solutions team to add analysis to competitor
      Strategic Solutions   info digest

      Collaboration with    Collaboration with LTSG to promote use of Books 24x7, enhance
            LTSG            functionalities and integrate with IRC catalogue / searches.

      Collaboration with    Collaboration with Corporate Marketing Team for shared access to
       Corp. Marketing      Electronic databases as per customer needs.

       Collaboration with   Collaboration / Active support to Corporate Functions like L&D, Branding,
      Corporate Functions   Foreign Language, Business Excellence, Global Security teams to
                            Conduct / celebrate events.
Systems and Services

• Use the users language.

• Users like convenience. Provide alternatives wherever possible..
  E.g. flexible access, search, delivery, communication platforms.

• Users like to „find‟ but librarians teach them to „search‟.

• Systems provide more than just access. Empowerment and participation delights
  users. Come in the users flow.

• Take user feedback seriously. Get back with what‟s acted upon.

• Have processes in place to gratify and acknowledge users.
Systems and Services
  • “Library” is an universal term in among other related tags given. (40%)

  • One-word tagging is most favoured than multiple words to describe content (76% : 24%)

  • Singular noun is used by most users, and not plurals (87% : 12%)

  • 15% pose questions under faulty categories

  • Users do not know the difference between a „category‟ and a „tag‟.

  • Users do not understand „tag cloud‟.
Systems and Services

          Clarity of    • Why do I need it ??

          Purpose       • What is in it for me??

          Clarity of    • User-generated content, Aggregation, Single-Sign-On, Mashup

         Language        $%^&*()_+@#$%^&*()$%^&*()^&*()

                        • What can I access? What can I share?
          Clarity of
                        • What is not permissible? Who in the library to do what?

                        • IM is the new reference desk, RSS feeds are a new form of library

                        • Crisp, engaging, the feeling of What next??
        Viral Content
Systems and Services

                       Federated Search
                       across pre-defined
Systems and Services
                                                       Rating Blogs
Systems and Services
                                                          Wikis               Tagging
           Wikis YouTube               Collection Building                     Rating
        LinkedInFacebook                                                     Widgets
                       Talent Search                         Circulation    RSS

      Widgets                                                                 Tagging
                        Marketing                              OPAC
                                             Web 2.0                                Widgets
  Blogs  YouTube
Wikis RSS Flickr

                   User Training                                CAS / SDI
              WebEx                                                     Blogs
                                       Reference Services             Wikis RSS
                                         Tagging IM
Systems and Services

  Circulation            Videos

   Collection Building   SNS


   Reference Services
   CAS / SDI

   User Training

   Talent Search         Blogs
Systems and Services

                                                                                        TCS Score
                                                                                        IRC Score
                            2004-05   2005-06   2006-07   2007-08   2008-09   2009-10
               TCS Score     71.6      72.1       73       73.7      74.4      71.7
               IRC Score     73.47     73.88     76.83     78.8      78.6      75.6
Systems and Services

    • IRC honors one associate from each centre annually with a “Patron of Library ” award. The criteria for
      selecting a patron includes:
         – Assisting the IRC in collection Development.
         – Promote IRC services within organization.
         – Give IRC timely feedback & suggestions for continuous improvement.

• Know your users.

• In the era of e-content , our user opinion poll showed a 80 :20 ratio with clear
  inclination to see more print.
Capturing Customer Requirements

                       TCS Internal
Fulfilling Customer Expectations

                         TCS Internal
  Objective          Goal (To be measured half-yearly)            Target                 Remarks

                 Ensure customer satisfaction through high            4
                                                                                To be 4 points above TCS
                 ASI rating in PULSE (enterprise-wide survey    (Differential
                                                                                ASI at branch & unit level.
Focus on         by TCS)                                            ASI)
requirements /                                                   35% rating
regular          Ensure Customer satisfaction in Branch level   between 4-5     25% feedback targeted at
interactions /   user survey (enterprise-wide IRC survey)        (on a scale    BIRC & Unit level.
customer                                                            of 5)
                                                                                Repeat visits not to be
                 Interact with Heads / Sr Management - ISUs,       50%
                 Accounts, Relationships

                                    TCS Internal
2010   Electronic                  Low                            Launching Marketing campaigns
       Database                    awareness                      Awareness drives during events

2010   GRD usage                   Low                            Marketing campaigns
                                   awareness                      Interaction with users, GLs/PLs
2008                                                              Focus on quality of content, SLA
                                                                  Awareness increased by 15% in 2010
                    User Inputs

2009   Info Watch                  1. Mail size /                 Format changed to reduce size
       format                         traffic.                    Drive for 100% copyright compliance
                                   2. Host on

2009   Print V/s                  Almost equal                    Target increased for electronic
       Electronic                 preference (10%) to             procurement
       Documents                  print & electronic.
                                  27% opted for 50:50

                                  TCS Internal
                    Public                        Academic                        • Special
           • Blogs                    • Blogs                        • Blogs
           • Wikis (wikipedia)        • Wikis (wikipedia)            • Wikis
           • RSS
                                      • RSS                          • RSS
           • SNS (Facebook, Flickr
             YouTube, LibraryThing)   • SNS (delicious, CiteUlike,   • Google tools
           • Twitter                    LibraryThing)                • Instant Messaging
           • Pod / Vod casting        • Google tools
           • Mobile services          • Mashups
           • Virtual World

           • Instant Messaging
           • Google tools
           • Mashups
                                      • Pod / Vod casting            • SNS (delicious, CiteUlike,

                                      • Mobile services                LibraryThing)
                                      • Twitter
                                                                     • Pod / Vod casting
                                      • Virtual World                • Mobile services

                                      • Instant Messaging            • Twitter
                                                                     • Mashups
                                                                     • Virtual World
• Adopting new performance indicators and benchmarks to measure user satisfaction.

• Deploy optimally, integrate maximally. Integrate the user footprints (print and non-print)

• Watch out for gaps in library vs.user perspectives through regular surveys (use same
  paramaters to survey both – users and librarians)
Photo-sharing sites                        Social networking/collaborating
• show what the library is really about    • Library blogs and Widgets
• library's interior and exterior (photo   • Library Events Calendar with online
  tour)                                      registration
• staff & customers                        • Google Maps mashup for library
• new services and resources                 locations
• Stickers, posters, books, photo          • Library contact form
  cubes                                    • RSS feeds
• calendars, keychains, back-up            • Custom web-enable databases
  discs                                    • Reference Chats
• shirts, bags, mousepads, mugs,           •
  etc.                                     • LinkedIn
• print photos on canvas                   •
• anything you can think of!               • Facebook
                                           • Wiki
• Podcasting / Videocasting
• audio library tours
• database and catalog searching
• Providing unleashed services, „but‟ with personal touch

• Develop analytical skills on user generated content.

• Exposing and educating users to the invisible online resources

• Enhancing visibility of the apparent disintermediation of library staff through embedded services

• Educating users on digital copyright and licensing to help users expect the rightful

• Acting as a knowledge centre by connecting the right people with each other

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