Customer satisfaction in consortium environment ICOLC Rome Kristiina Hormia-Poutanen

Who is the customer? The Ministry of Education? –central funding for FinELib staffing, content, technology –funding for universities, polytechnics and public libraries The organisations forming the consortium? Researchers, teachers, students, citizens? Defined in the strategy –LIBRARIES are the customers of FinELib service unit (National library)

The process and agreements between FinELib service unit & libraries & end users FinELib- service unit Licensing NELLI-portal Libraries Customising the services for users Users Research teaching studying Service agreements Licensing National portal Nelli Memorandum of Understanding

FinELib- service unit Licensing ELLI-portal Libraries Customising the services for users - Importance of services - Satisfaction on services - Development of economic planning and reporting Strategy The process between FinELib service unit & libraries

FinELib-Consortium Publishers Vice- chancellors council International collaboration Researchers Students Professors Members: Universities, polytechnics, research institutes and public libraries 100+ organisations The National Library of Finland FinELib service unit Ministry of Education Financiers Other interest groups Software suppliers Improving access to information Licensing of electronic resources Nelli – portal services

Strategy Prepared together with the libraries – library directors Approved by the steering committee –Ministry –Rectors of universities –Rectors of polytechnics –Libraries –End users Will be sent for comments –The Ministry –Rectors –Libraries

The changing environment Structural changes –University and polytechnic network –Research institute network –Structure of municipal services Publishing industry –New pricing models –OA

The changing environment Technology –New services – new needs; young generation –Interactive services –Digitalisation – need for long term preservation solutions Networking and partnership –National work division (super computing – libraries) –International partnership

The process between libraries & end users Libraries Customising the services for users Users Research teaching studying Improving access to information Meeting the user needs Innovative implementation of technology Visibility Competence Strategy

How? Knowledge of the changes in the working environment User needs – end users Cost efficiency in the society –Libraries –Researcher High quality service unit Communication Experiments and pilots Expertise at libraries

Outcome FinELib Licensing NELLI-portal development Libraries Customising the services Users Research teaching studying Impact on research? Impact on teaching? Impact on learning ?

Library trends. Library Resource Sharing Networks Vol 54, no 3, 2006 Consortia in Europe: Describing the Various solutions through Four Country Cases –Kristiina Hormia-Poutanen –Claudine Xenidou-Dervos –Rima Kupryte –Kari Stange –Alexander Kuznetsov –Hazel Woodward Thank you for collaboration!

Developing the processes and work division in a consortium environment ICOLC Rome Kristiina Hormia-Poutanen