Customer Focus, Service Design and Marketing is one of the top-level categories in the Professional Knowledge and Skills Base (PKSB). It involves knowledge and skills such as understanding user needs, shaping library, information and knowledge services to meet those needs and using appropriate methods to inform customers of accessibility, value and benefit of the resources and services. Includes knowing the customer, identifying and communicating with stakeholders, designing and promoting services and evaluating the outcomes.
The PKSB is your map of the knowledge and skills in the library, information and knowledge professions. Use it as a self-assessment tool for professional development and to demonstrate your unique skill set to employers. It is also a framework for skills analysis, staff training and development plans.
Onsite training programmes
Information Services Assistant
IS Customer Services department
"This house believes that protecting users’ privacy in libraries should take precedence over any other demands on users’ data.”
CILIP North East debate on Thursday, 23rd March, 2017, at The North of England Institute of Mining and Mechanical Engineers, Newcastle upon Tyne.
Exploring the meaning of 'value' to stakeholders in the library and information research field.