Creating a successful e‐information service

Citation

Sandhu, G. (2002), "Creating a successful e‐information service", Performance Measurement and Metrics, Vol. 3 No. 3, pp. 151-152. https://doi.org/10.1108/pmm.2002.3.3.151.2

Changing environment and government initiatives such as life‐long learning has created challenges for the information services managers to do more with less. The use of e‐information provides timely information. Managers of large information services/libraries have embraced enthusiastically the provision of the E‐Information Service (EIS).

The authors aim is to make aware and to provide guidelines for information professionals working in small companies and organizations such as school librarians, solo librarians, etc. However, the book is equally beneficial for academic and public librarians because it covers important issues such as information audit, business planning, and marketing.

Timeliness: The book can be too late for many colleagues who have gone through the painful experience of setting up an EIS, while timely for some who are just beginning to think to set‐up such a service.

The book starts with asking the question: “Why there is a need for EIS?”, and it provides some useful answers, i.e. expanding/enhancing the provision of information services, to maximizing the utilization of information resources or to reduce the repetitive work. It is neatly composed into logical steps that are required to establish an EIS.

Chapter 1 provides the definition and scope of EIS along with pros and cons of setting up such a service. Some tips on defining the various segments of users have been provided. The authors identify the needs of each segment for establishing an EIS. Managing user expectations, perceptions and attitude towards the EIS is crucial. In the authors’ opinion, businesses are beginning to consider information/knowledge management as core business activities. Information professionals should rise to the challenge because they can help organizations to deliver round‐the‐clock service.

Chapter 2 revisits, identifying and segmenting users. Major groups found in some sectors are listed and the components of EIS and what EIS can offer to its users are described. Use of information auditing is strongly recommended; however, on what basis segmentation should be done is not covered. Communication and marketing are essential for the EIS delivery. The authors provide helpful tips for user support, help desk, system failures, security and staff training and recommend using sound business planning for the successful implementation.

Chapter 3 explores the customer needs in some detail and Chapter 4 describes information audit, well. Chapter 5 provides a good model for business planning (which was mentioned earlier in Chapter 2). Stakeholder participation is essential to gain their acceptance of EIS. Chapter 6 explores budgeting issues. No examples are provided. Including some case studies and/or costing models could have improved the usefulness of this chapter.

Chapter 7 is about customers, i.e. how to meet their needs, introducing new services, awareness of the new services/products coming online and evaluation of the service.

EIS, like any other service needs to be monitored, measured and evaluated, but measuring an EIS is not that straightforward, as there are not many respectable tools or standards available yet. Resource usage software (to help generate usage data) and user feedback can provide some useful indicators. EIS should be a dynamic portfolio of services, constantly weeding out unutilized services and adding new elements, as they become available.

Chapter 8 is about customers and competitors. As a service provider it is important not only to meet customers’ expressed needs, but also be ready to satisfy their perceived needs. A customer may not know what new technology can offer and what new service/product has become available. Raising the awareness of the customers will enhance services. The future of the service will be assured by being ahead of customers’ needs and being aware of (perpetual) market dynamics, thereby inventing the future to some extent. The authors invite librarians to be a guide and a mentor to customers. The book ends with a helpful glossary of electronic services and an appendix of suggested further readings and references.

This book is not for people who are already working in e‐lib projects. It provides a jargon‐free introduction to the electronic information services for those colleagues who are new to this type of service and probably work on their own; for them it is a useful introductory guide.