DAHSL: Developing Academic Health Sciences Libraries

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a collaboration to create the 21st century academic health sciences library…

Managing The Higher Ed User Experience

from Designing Better Libraries

A better library experience in an academic institution would hopefully be part of a more holistic and superior experience designed to provide students with an overall learning experience. That experience would be memorable, different and would encourage students, if asked, to indicate they had received a superior educational experience. But if the experts at Bain and Company are right “80% of organizations believe they deliver a superior customer experience but only 8% of their customers agree.” Not good.

So we all need to do a better job of creating an environment in which our community members – many more than just 8% – believed they had a great experience at our institutions. According to Robert Sevier, writing in University Business, great experiences don’t just happen. There has to be intent. A superior customer experience has to be designed or managed as Sevier likes to put it. In his article “Managing the Experience” Sevier shares ideas on how organizations can move from just letting experiences happen to actively designing them….

Read entire post here.

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