This Outcome explores how library and knowledge specialists deliver proactive stakeholder and user focused library and knowledge services.
Level 1: LKS Specialists identify the needs of users and consider changes in response to these requests. Feedback is collected and promotion of the service takes place.
Level 2: LKS Specialists understand the needs of different user groups and develop user profiles which inform the marketing plan. Services are provided to take into account individuals and groups with differing aptitudes or abilities.
Level 3: LKS Specialists customise their services based on consultation with users and non users. These services are continually reviewed and refined to improve their effectiveness. User journey mapping is used to improve services.
Level 4: User expectations for a personalised service are balanced against competing demands. Advances in technology and innovation are used to improve the services offered to users.
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