The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance

The purpose of this paper is to develop data visualisation proof of concept prototypes that will enable the Curtin University Library team to explore its users’ information-seeking behaviour and collection use online by analysing the library’s EZproxy logs.,Curtin Library’s EZproxy log file data from 2013 to 2017 is used to develop the data visualisation prototypes using Unity3D software.,Two visualisation prototypes from the EZproxy data set are developed. The first, “Global Visualisation of Curtin Research Activity”, uses a geographical map of the world as a platform to show where each research request comes from, the time each is made and the file size of the request. The second prototype, “Database Usage Visualisation”, shows the use of the library’s various subscription databases by staff and students daily, over a month in April 2017.,The paper has following limitations: working to a tight timeline of ten weeks; time taken to cleanse noise data; and requirements for storing and hosting the voluminous data sets.,The prototypes provide visual evidence of the use of Curtin Library’s digital resources at any time and from anywhere by its users, demonstrating the demand for the library’s online service offerings. These prototype evidence-based data visualisations empower the library to communicate in a compelling and interesting way how its services and subscriptions support Curtin University’s missions.,The paper provides innovative approaches to create immersive 3D data visualisation prototypes to make sense of complex EZproxy data sets.

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Analysis of EZproxy server logs to visualise research activity in Curtin’s online library

Thesis/objective – The topic of this article is the influence of digital technologies on the functioning of academic libraries in the context of their users’ needs. Users’ information behaviors have changed significantly through the influence of these technologies, what can be identified in particular in students’ behaviors. Do far-reaching changes in the way in which users, in case of this article - students, interact with information cause transformations in the functioning and mission of academic libraries? On the basis of literature containing the results of researches conducted around the world an attempt was made to present the way academic libraries react to these changes and how they modify their services and resources. Research method – The first step in responding to the actual needs of users is to conduct research in this area. For this reason, the subject of the analysis in this article were publications presenting research on the users’ (students) needs in the context of using academic libraries. The next stage was to identify the texts in which the use of digital technology was discussed. The analyzed literature was selected from leading journals indexed in the Science Citation Index Expanded (SCI-EXPANDED), the Social Sciences Citation Index (SSCI), and the Arts & Humanities Citation Index (A & HCI), and included articles which were published within the last 5 years (2013-2018) – a period in which digital technologies in most academic libraries in the world were most widely used, making changes caused by them possible to be diagnosed, and which corresponds to the information query. The results of the query contained 328 articles, 80 of them have been analyzed in detail, because they were deemed to contain the results of research on the functioning of academic libraries in the context of the needs and expectations of the students. Results/conclusions – On the basis of the analysis it can be concluded that the widespread use of digital technologies has changed functioning of academic libraries to a large extent, but these changes are not revolutionary. The way of implementing library tasks has changed, but the tasks themselves as well as the mission of an academic library have remained similar. One of the most important postulates for the future is the necessity of far-reaching personalization of the services being offered. The conducted analysis is based on the research presented in the literature, the next planned stage is verification of these conclusions in empirical research.

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Students’ Information Needs and Digital Technologies in Academic Libraries

Purpose – The purpose of this paper is to describe the benefits of integrating personalization within a library web site and presents methodology for achieving this goal within an academic setting. Design/methodology/approach – The project documented in this study explores the use of student course enrollment data as the basis for creating a personalized library web site. Off-the-shelf, open source applications are used in conjunction with existing university data to deliver a final product that offers an enhanced user experience for the university community. Findings – Adaptive personalization is increasingly commonplace on the web. Academic libraries have a unique source of existing data that offers the potential of adding personalization to the library web site. At present, the personalization of library online services remains largely unexplored. This project illustrates one relatively low-cost method to help libraries interested in creating personalized web sites. Practical implications – This paper ...

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Ian Chan

Papers

Leveraging student course enrollment data to infuse personalization in a library website