Towards collaborative library marketing system for improving patron satisfaction

Abstract

Patron satisfaction is the biggest issue for libraries, which are the organizations that aim to provide information services to public. Libraries have been providing various services so far; usually planned based on the librarians' intuition. In these one to two decades, our life style has been changing very rapidly due to the development of information technology such as the Internet, personal computers, mobile phones, and so on. It is now quite difficult to provide the library patrons with services that match their needs based only on the librarians' intuition any more. So we are interested in the methods of finding services based on the various data that libraries are able to collect, which we call the library marketing. In this paper we propose some new ideas of collaborative library marketing system. In this framework we put special interests on collaborative and social features of library marketing methods. © 2010 Springer-Verlag Berlin Heidelberg.