Heuristic Methods in Librarianship and Customer Knowledge Management (Case Study: Sun City Tele-Library)

Document Type : Original Article

Authors

1 Department of Knowledge and Information sciences, Tehran North Branch, Islamic Azad University, Tehran, Iran.

2 Department of Knowledge and Information sciences, Tehran North Branch, Islamic Azad University, Lavizan, Makran, Tehran, Iran.

Abstract

As identity of public libraries depends on quantity and quality aspects, main effort of these libraries should be concentrated on this problem. Using new methods in absorbing users could help to keep their identity. Studying heuristic library methods in providing library services and managing knowledge of customer are aims of this research. Library method and providing services in tele-library of sun-city is considered as case study. Its performance is analyzed as a successful experience in view of author of article to absorb customer. By a study on history of last researches inside and outside of Iran by library studies, a conceptual model was designed by author to increase efficiency to provide library services by using heuristic methods in librarianship. Result: according to this investigation, the method used in library during 2005-2009 that 8700 people in age range of 8-18 years became membership in region 15, and 36000 books have been loaned. In order to promote the culture of reading book, an innovative method has been quite successful.

Keywords


Akhavan, P, Heydari, S, 2008, “Customer knowledge management, an approach to achieve competitive advantage ", Journal of tomorrow management, 24 (5), 18-40. (In Persian)
Al-Shammari, Minwir. (2009) Customer Knowledge Management: People, Processes and Technology. Hershley: Information Science reference.
 
Ansari, N, 2014, “role of librarians and referees of literature in opening new horizons in reading theories” the first conference of children literature.  (In Persian)
Baran, R., R. Galka, & D. P. Strunk. (2008). Principles of Customer Relationship Management. Australia: Thomson, Southwest.
 
Bhatt, G. (1998), “Managing Knowledge through people”. Knowledge and Process Management:  Journal of Business Transformational, Vol.53  No. 11 , pp. 71- 165.
 
Davenport, T. H.; J.G. Harris, and A. K. Kohli. (2001). "How do they know their customers so well?". MIT Sloan Management Review, V. 42, N. 2: 63-73.
Derakhshan, M, 2014, "Assess the quality of services in the Central Library of Management and Planning Organization". Master's thesis, TarbiatModarresUniversity.
Dous, M., Salomann, H., Kolbe, L. and Brenner, W., (2005) "Rejuvenating Customer Management: How to Make Knowledge For, From and About Customers Work", European Management Journal., 23(4), 392–403.  
Felice, J. & Marshal, S. (2006). “Building better customer relationship: a case study from Malta and UK.”. Aslib Proceedings (in press).
 
Garcia Murillo, M. and Annabi, H. ( 2002) Customer knowledge management. Journal of the  Operational Research Society, 53 (4), 875- 884.
Gibbert, M. And Leibold, M. and Probst , G (2002). "Five Styles of Customer Knowledge Management and How Smart Companies Use Them to Create Value"، European Management Journal, 20(5). ،459-469.
Glasser, P. (1998), “The Knowledge factor”, CIO, December, pp. 15-19.
Hakimi, Soori Nezami, 2004, “"Assess the quality of services provided in Zahedan Medical Sciences University Central Library", Journal of Zahedan Medical Sciences (Tabib East). 7 (8), 267-273.
Horri, A, 2014, librarian and new management, Institute for Humanities and Cultural Studies. Pp. 428-434.
Horri, A, 2014, “new librarian and management”, librarian journal, 425-434.
Iran Nezhad Parizi, M, 2013, “"Social science research methods". Tehran: managers’ publication.
Larijani, H, NooriAsl, M, 2009, Feasibility of implementation of knowledge management in public libraries in East Azerbaijan province. Journal of Knowledge. 2 (5). 73-80.
Liberona D, Ruiz M, Fuenzalida D, (2013). Customer Knowledge Management in the Age of Social Networks. 172: 353-364.
Lin L, (2004). A Historical Perspective: The Root Cause for the Underdevelopment of User Services in Chinese Academic Libraries, the Journal of Academic Librarianship. 30(2): 109-115.
Lopez, Nicolas, C. & F. J. Molina, Castillo, (2008). Customer Knowledge Management and E-commerce: The role of customer perceived risk. International Journal of Information Management, 28: 102-113.
Mardomi, S, 2014, The role of new technologies in the field of library and its impact on academic libraries, First National Conference on new technologies Iranian letter to achieving sustainable development, in electronic form, the strategies to achieve sustainable development, http://civilica.com/paper-senaconf01_297. Html. (In Persian)
Mardomi, S, 2015, "Feasibility of implementing knowledge management to enhance intellectual capital in special libraries of Ministry of Energy" master's thesis. Faculty of Humanities. Islamic AzadUniversity. North Tehran Branch. (In Persian)
Mirhoseini, Z, Bahrami, M, 2012, Effect of Semnan Municipality rainbow phone library on the Development of Children and Adolescents, Research, Information and Public Libraries, 18 (1), 101-115. (In Persian)
Mushi, Reuben Jacob. (2009),Intellectual Capital and Public University Libraries: a Knowledge Sharing Perspective (A thesis submitted in partial fulfillment of the requirements for the award of the International Master in Digital Library Learning),  Senior Lecturer, Archives & Records Management School of Information Management Victoria University of Wellington, Wellington, New Zealand.
 
Nagata H, Nimboonsoon N, (2003) Assessment of library service qualityat ThammasatUniversity library system. U.S.A: ResearchCenter for KnowledgeCommunitiesUniversity of Library and Information Science.
Paquette, Scott (2008). Customer knowledge management. In “Encyclopedia of Knowledge Management”. IGI.
Patricia Seybold Group. An Executive’s Guide to CRM, March , 2002
Rajabali abaeygloo, R, Zomorod Poosh, F, (2009), "Determining the Role of Customer Relationship Management (CRM) in libraries and information centres". Library and Information Science. 12 (3).
Rajabali abaeygloo, R, (2012). "Customer knowledge management, an approach emphasizes the integration of knowledge management and customer relationship management in libraries and information centres". E-Journal of Astan Quds Razavi Libraries, museums, and documentation centres. (16-17). (In Persian)
Ramezani, A, (2007), “a study on quality of central Library of Kerman University of Medical Sciences students and members of the scientific board ". Department of Medical Sciences, 5 (2), 113-119. (In Persian)
Research Branch Library, Sun City (2011). (ED), Tehran: Office of Science.
Roosta, A, 2006, “mode water market”, SAMT publication, 85.
Rowley. J. (2002). “Reflections on customer knowledge management in a business”. Qualitative market research journal. 5 (4). 268-280.
Salomann, Harald, Dous, Malte, Kolbe, Lutz, Brenner, Walter. (2005). Rejuvenating Customer Management: How to Make Knowledge For, From, and About Customers Work, European Management Journal. 23 (4). 392-403.
Shokoohiyan, M, 2011, a study on information needs of teenagers (15-18 years old) of libraries under public libraries of Isfahan city”, M.A. thesis, Faculty of Education and Psychology. University of Esfahan.
Sparks.G. (2005). ”The business process model”, In http//:www.sparxsystems.com.au/WhitePapers/The_Class_Model.pdf.
Sun City library management system (2008). Reports retrieved on 7 November, 2015, from: http://94.183.190.65:8080.
Turban. E, Mclean.E (2002),”Information technology for management” , rd ed ,John wiley &  Sons.Inc.
Vayngand, Darlynay. (2005). Excellent Customer Service: A brief guide for librarians. Translation M. Hedayat. Tehran SAMT.
Wang, H. 2006. “From user to customer: TQM in academic libraries?” library management. 26 (2). 606-618.
Zareie, A, 2008, the process of knowledge management in libraries, electronic publication of Library, Archive and Information Science, 1 (5).