Service empathy
OCLC Systems & Services: International digital library perspectives
ISSN: 1065-075X
Article publication date: 11 May 2015
Abstract
Purpose
This column aims to advocate for taking an empathetic approach in the evaluation of patron-oriented digital services.
Design/methodology/approach
This is a regular column with citations that the reader can use to investigate further.
Findings
The column explores justification for this approach and how it fits into the larger evaluative picture. It then explores methods and tools that can be used to understand patron needs from a desirability-based approach.
Originality/value
Design of effective online library services is becoming more nuanced by the need to understand patron needs from an insider’s perspective. Taking a more empathetic approach will greatly complement the standard objective metrics that libraries typically engage in when performing assessment on their services.
Keywords
Citation
Fox, R. (2015), "Service empathy", OCLC Systems & Services: International digital library perspectives, Vol. 31 No. 2, pp. 54-58. https://doi.org/10.1108/OCLC-02-2015-0001
Publisher
:Emerald Group Publishing Limited
Copyright © 2015, Emerald Group Publishing Limited