Acquisition and cataloguing processes: changes as a result of Customer Value Discovery

Objective ‐ This study seeks to highlight the profound effect of Customer Value Discovery research on the internal business processes of two university libraries in the areas of cataloguing and acquisitions. Methods ‐ In this project, “Customer Discovery Workshops” with academic staff, students, and university stakeholders provided library managers and staff with information on what services and resources were of value to customers. The workshops also aimed to discover what features of existing library services and resources irritated the students, staff, and faculty. A student satisfaction survey assessed longer‐term impact of library changes to students in one university. Results ‐ The findings resulted in significant changes to collection development, acquisitions, and cataloguing processes. A number of value added services were introduced for the customer. The project also resulted in greater speed and efficiency in dealing with collection development, acquisitions, and cataloguing by the introduction of more technology‐enhanced services. Overall customer satisfaction was improved during the project period. Conclusion ‐ The changes to services introduced as a result of customer feedback also improved relationships between librarians and their university community, through the introduction of a more proactive and supportive service