What do customers really want? LO5983

Tue, 5 Mar 1996 07:21:07 -0500

Replying to LO5971 --

John Paul Fullerton writes:
> how could a library unit that provides basically full-scope library service
- from acquisition to
>reference to circulation to financial find out what its customers want,
>when the possibility exists of the unimagined state of best service?

One method may be to conduct a search conference around the definition of
an ideal library of the future. This methodology allows participants to
focus on ideals and possibilities in planning and often leads to
breakthrough thinking with participants not only identifying the ideal
they are willing to work for but creating plans and work structures for
achieving it.

Although I personally have more knowledge of Merrelyn Emery's model, a
variety of other models can be found in Weisbord's "Discovering Common

Paula Bartholome

"The greatest problem with communication is the illusion it has been

George Bernard Shaw



Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>