This document outlines an oral presentation on service delivery management in academic libraries. It will discuss how academic libraries serve students and faculty and are adapting to changing user needs. The presentation will define service delivery, explain how user needs are changing, discuss implications for libraries and information professionals, and pose the problem statement of how academic libraries can manage service delivery to adapt to changing user needs.

1. INN331.2 Management Issues
Oral Presentation

Outline what we'll be discussing? Or will the
introduction start with identifying the problem/
the context?
− Today we'll be talking about service delivery
management within the context of academic
libraries
− We will give an overview of our topic area
and discuss the issue of adapting to
changing user needs

2. Context – Academic Libraries

Talk about who academic libraries look after

Who libraries answer to (funding etc)

What the role of academic libraries is

3. Topic Area: Service Delivery

Definition and key elements that make up
service delivery

I'm thinking this slide should just read:

Aims to create services that are useful, useable, desirable, efficient, and effective

Is a human-centred approach that focuses on customer experience and the quality
of the service encounter as the key value for success

Is a holistic approach that considers in an integrated way strategic, system,
process and touch-point design decisions

Is a systemic and iterative process that integrates user-oriented, team-based
interdisciplinary approaches and methods in ever-learning cycles

Saco & Gonclaves, 2008

4. Issue Overview: Adapting to
changing user needs

List how user needs have changed/ are
changing

5. Significance of issue:
Management Perspective

6. Significance of Issue:
Management Perspective

7. Implications for the information
profession & organisations

List implications

8. Implications for the information
profession and organisations

Considerations that were made when talking
about implications for the information
profession

9. Problem statement/question
“How can academic libraries manage their service
delivery in order to adapt to changing user needs?”

10. Problem statement/question
“How can academic libraries manage their service
delivery in order to adapt to changing user needs?”