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Evaluation Projects
#73
Project Description: The Chapel Hill Public Library has a complicated system for communicating with our users about their accounts (e.g. holds, overdues, bills). This system involves a hodgepodge of automated notices, print notices and phone calls, and relies on rotating members of staff remembering to complete daily notifications. 
 
We have been experimenting with automating this system, but these experiments have been piecemeal. We would like to evaluate all parts of our accounts communication process using a whole systems approach. Our goal is to develop a library accounts communication plan aligned with the library values of hospitality and stewardship. This system should...
  • anticipate user needs
  • prompt appropriate user action
  • be simple (for user and for staff) to use
  • be transparent and clear for users
  • be flexible & adaptable (platform & format agnostic)
 
Question/Problem Statement: Why, how, and when should the library communicate with our users about their accounts? 
 
Statement of Why: Answering this question will allow the library to design a communication plan that is useful, usable, and desirable for both our users and staff members.
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Evaluation Projects - by LindaHofschire - 07-12-2018, 08:39 AM
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