Electronic Resource Management: Handling users’ pain points

I missed this year's ER&L 2018 conference.  It has always been one of my favourite conferences and it never fails to amaze me with an interesting line-up of insightful presentations and workshops.  While checking out the tweets for this year's conference, I came across this wonderful article by Claire O'Neill, Library Services, Wiley, on the …

Get closer to “customer first” in seven days – OCLC article

"Over the past year or so, I’ve started to see new ‘customer experience’ job titles (like Chief Customer Experience Officer and Deputy Director of Customer Experience) pop up in libraries that have been present in the consumer space for some time. Makes sense. Having someone focus on how people use your products and services across …