HoCS - Strategic discussion future trends in digital customer services by Jacqueline Knowles https://padlet.com/jackie_knowles/hocs_digital en-us 2019-03-26 13:10:50 UTC 2019-03-27 10:31:57 UTC hello@padlet.com Questions we posed jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345235937
  • Do the trends ring true for you?
  • What do you agree with and what do you disagree with?
  • Where do we have evidence of this happening already in our institutions
  • What thinking, training and skills do we need to prepare ourselves? And what do our teams need?
  • How do our cultures need to evolve to support heading in this direction?
  • What are the obstacles, and how might they be overcome?
    • ]]>     2019-03-26 13:13:30 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345235937     Links to the readings jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345237597 Long read
    https://www2.deloitte.com/content/dam/Deloitte/nl/Documents/technology/deloitte-nl-paper-digital-transformation-of-customer-services.pdf

    Short reads
    https://www.inc.com/rebekah-iliff/5-customer-experience-trends-for-next-5-years.html
    https://acquire.io/blog/customer-service-trends-2017/


    ]]>     2019-03-26 13:17:02 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345237597     Take risks and encourage colleagues to take risks to initiate innovation jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345239097 2019-03-26 13:19:58 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345239097 When answering student enquiries perhaps take the opportunity to promote other library services and resources. Don't always have the change to delve deeper eg when on a chat jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345239266 2019-03-26 13:20:18 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345239266 Students providing support service to other students in the library ' student assist' jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345239758 2019-03-26 13:21:14 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345239758 Manchester face 2 face still highest % of enquiries jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345240934 2019-03-26 13:23:22 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345240934 Physical book loans are down but enquiries remain constant jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345241146 2019-03-26 13:23:45 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345241146 People focused jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345241292 2019-03-26 13:24:03 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345241292 Q1 - Yes - Apps for everything makes it confusing jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345241398 2019-03-26 13:24:19 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345241398 Students want choice jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345241543 2019-03-26 13:24:37 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345241543 Staff expected to do a more varied role jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345241703 2019-03-26 13:24:57 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345241703 Need IT knowledge to move forward jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345241825 2019-03-26 13:25:10 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345241825 Self service channels offer customer convenience and efficiency, f2f channels offer depth and experience jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345241949 2019-03-26 13:25:25 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345241949 What should the content of an app be? Should it be something that changes on a regular basis? jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345244450 2019-03-26 13:30:03 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345244450 Technology - chatbots jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345244796 Do we have the right tech
    Springshare not innovati]]>     2019-03-26 13:30:42 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345244796     Cultural libraries jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345247638 Collaborative/competition]]> 2019-03-26 13:35:31 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345247638 Only partially developed not joint enough 'omn jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345248114 2019-03-26 13:36:22 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345248114 Team skills lacking for new tech jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345248357 2019-03-26 13:36:45 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345248357 Surveillance/ethics/GDPR jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345248494 Is it just us or are our users ok with it?]]> 2019-03-26 13:36:58 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345248494 Mobile as a bridge - software jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345248842 2019-03-26 13:37:31 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345248842 Snowflakes jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345249060 2019-03-26 13:37:48 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345249060 Personalisation/autonomy v spoon feeding jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345249151 2019-03-26 13:37:56 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345249151 Organisation - converge? jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345249665 2019-03-26 13:38:35 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345249665 Mobile devices - succinct info available on a mobile jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345250443 2019-03-26 13:39:48 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345250443 Multiple apps within the Uni jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345250844 2019-03-26 13:40:19 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345250844 Voice activated apps and bots - searching jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345251226 2019-03-26 13:40:36 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345251226 What drives the usage jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345254411 Where is my exam classroom]]> 2019-03-26 13:45:31 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345254411 Library systems are not agile for search jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345255749 2019-03-26 13:47:47 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345255749 Research discovery companies are probably behind the curve with voice activation jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345255858 2019-03-26 13:47:58 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345255858 Once at uni need to promote library services to students - not sell services jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345256238 2019-03-26 13:48:38 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345256238 Chat services used for enquiry jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345256339 2019-03-26 13:48:49 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345256339 Demand for human element of chat jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345256554 Skills of staff threshold when to]]> 2019-03-26 13:49:10 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345256554 Blurring of boundaries of what the library offers jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345256854 2019-03-26 13:49:44 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345256854 Still a people service - well being and mental health agenda for uni jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345257021 2019-03-26 13:50:01 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345257021 Analytics are key to get value from apps and bots - need to know what is being asked to know where the gaps are jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345257364 2019-03-26 13:50:35 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345257364 Digital agenda and well being agenda need to be equal jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345257672 2019-03-26 13:51:05 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345257672 Digital has to develop to become more sophisticated to continue to meet expectations jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345257843 2019-03-26 13:51:21 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345257843 Setting expectations for students and staff e.g. what should spaces be like jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345258217 2019-03-26 13:51:57 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345258217 Libraries need to jackie_knowles https://padlet.com/jackie_knowles/hocs_digital/wish/345258419 2019-03-26 13:52:18 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345258419 https://padlet.com/jackie_knowles/hocs_digital/wish/345618902 Test slide (Hazel Lee)]]> 2019-03-27 10:31:57 UTC https://padlet.com/jackie_knowles/hocs_digital/wish/345618902