Customer Focus, Service Design and Marketing

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.

Blog posts

  • The Data Librarian's Handbook

    Top tips for a data reference interview

    Helpful hints from Robin Rice and John Southall to guide you through a difficult reference interview

  • iPads in use with the NHS

    Collaborating to use iPads as a therapeutic resource

    A collaborative project to introduce iPads as a therapeutic resource at Dudley and Walsall Mental Health Partnership highlights the valuable role that library services can play alongside clinical and non-clinical departments, explain Kal Dhanda and Emily Johnson.

  • The Humans author Matt Haig signing a copy of his book

    The Big Read: how shared reading transforms lives

    Wendy Morris explains how a joint reading project at Kingston ­University to make students feel part of their new community has raised the profile of library services and is growing into partnerships in the community and with other universities.