198 Cataloging and Indexing: Challenges and Solutions
resources irritated the students, sta, and faculty. A student satisfaction survey
assessed longer-term impact of library changes to students in one university.
e ndings resulted in signicant changes to collection development, acqui-
sitions, and cataloguing processes. A number of value added services were in-
troduced for the customer. e project also resulted in greater speed and e-
ciency 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.
e changes to services introduced as a result of customer feedback also im-
proved relationships between librarians and their university community,
through the introduction of a more proactive and supportive service.
e role of a library director is to establish a vision, based on knowing where a
service ought to be heading, and then to allow sta to make the vision become a
reality. is is easily said, but quite a bit harder to implement. What should our
vision be? is paper describes how customer feedback has been collected and
used as the basis for establishing a vision of excellence for the library.
is paper describes a case study where customer feedback was used to eect
changes in acquisitions and cataloguing processes in academic libraries. e case
study draws on the results and changes made over a number of years following
Customer Value Discovery research undertaken in two universities (Deakin Uni-
versity Library, Australia and Nottingham Trent University, UK). e paper builds
on a presentation to the ‘Exploring Acquisitions Conference’ held in Cambridge
in April 2007, and it focuses on those actions that resulted from the research that
impacted on acquisitions and cataloguing.
Enzyme International (<http://www.enzymeinternational.com.au/>) served as
an external facilitator and provided analysis of data gathered from the Customer
Value Discovery (CVD) research used to drive change at both universities.
e aim of the research was to gather data that would be used by library man-
agement to ensure that service and resource delivery within the organization are