Refocusing for the future: meeting user expectations in a digital age

Abstract

Purpose The purpose of this paper is to describe the changes adopted in a major Asian academic library aimed at making the library more responsive to evolving and growing client needs, and to positioning the library as a key player on campus in terms of teaching and learning support. Design/methodology/approach Following a period of organizational restructuring, the library embarked on a series of client focused services specifically aimed at enhancing its role in teaching and learning support. Findings The article draws on a number of previously existing and new services introduced by the library, and demonstrates growth in their usage. Further evidence of success is highlighted through three consecutive biannual user survey results which demonstrate an increasing responsiveness to user expectations. Research limitations/implications While many of the new services have been well received, the findings require further examination to ensure that the services continue to create value for the organization and that the library sustains its role. Practical implications This paper reinforces the perspective that, in order to succeed and remain relevant, academic libraries must continue to evolve and to position themselves within their organizations so that they are recognized as important players in teaching and learning processes. Originality/value This article provides one possible model for other libraries to follow in attempting to reposition themselves within their organizations.

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