The document discusses the Public Library of Vlissingen's efforts to implement a Knowledge Management 2.0 (KM2.0) approach to improve customer service. KM2.0 focuses on facilitating knowledge sharing and collaboration using social tools. Internally, the library launched a wiki to make tacit knowledge more visible and support teams. Externally, the library uses tools like blogs, Flickr, and social networks to engage customers and share knowledge. Overcoming barriers to tool adoption requires focusing on knowledge sharing behaviors rather than the tools themselves and rewarding participation to build a culture of openness.

1. Library KM2.0: a „recipe‟ for
improving customer service
Karolien Selhorst
Digital Library/Knowledge Manager Public
Library of Vlissingen

2. The Public Library of Vlissingen
• The customer-focused
physical and digital
library:
– Customer-focused: we
want to provide a tailor-
made service to our
customers
– The digital library: we
aim to be where our
users are (library2.0)

3. From ambition to practice: KM2.0
• Focus on:
– Knowledge management: creating value for
customers based on the collective
intelligence in our library (network)
– Facilitated by the use of social tools
(„Library2.0‟)
= Library Knowledge Management 2.0

4. Why knowledge management?
• Library services are highly personal; the quality
depends on the individual interaction between
library staff members and customers.
• The public library of Vlissingen aims to improve
customer service by making it less dependent
on an individual‟s expertise and knowledge.
• Customer service needs to be based on
teamwork and shared knowledge.

5. Why social tools?
• People-centric tools
• Bottom up
• Free or little cost
• Interactive tools
• Support culture of participation, collaboration
and knowledge sharing

6. Social knowledge management
KM 1.0 KM 2.0
• Top down • Bottom up
• Command and control • Distributed
• Centralised • Decentralised
• Focus on the technology • Focus on the people
• Knowledge sharing
• Knowledge is power
• Open and transparent
• Closed culture (closed culture of trust (open
doors) doors)
• Directories provide • Social networks reflect
contact info connections

7. KM2.0: internal & external dimensions
• Internal dimension: focus on facilitating
internal knowledge management (KM audit,
cultural change, library wiki, RSS)
• External dimension: focus on knowledge
sharing with our customers and other
organisations (Question Manager, library
blog, presence in social networks etc.)

8. KM2.0: internal dimension: the Library
Wiki
• Official launch in March 2009
• Goal: facilitating internal knowledge
management
• Replaced the intranet (KM scan)
• First phase in improving customer service
• Second phase: integration of the wiki with
learning network through „Question
Manager‟ (external dimension)

9. The Library Wiki

10. Setting up a wiki in 6 steps
• Step 1: planning the wiki
• Step 2: designing the wiki
• Step 3: testing the wiki
• Step 4: training users and launching the wiki
• Step 5: maintaining the wiki
• Step 6: evaluating the wiki

11. Goal of the Library Wiki
• To facilitate teams and communities of practice
• To make tacit knowledge more visible
• To stimulate knowledge-sharing (in a virtual way)
• To support collaboration (projects, joint planning of
events, meetings, etc.)
• To support library functions like readers‟ advisory
=> To improve customer service

12. Wiki adoption phases
• Wiki users go through 5 phases (< Kübler-Ross):
– Denial “Why does our library need a wiki? What was
wrong with the intranet?”
– Anger “Stupid wiki”
– Bargaining: “I only want to contribute if the background is
pink”
– Depression: “What‟s next?”
– Acceptance: “Maybe I should give it a try?”
• Where are we now?
– 65% is in the acceptance phase
– 30% is in the bargaining phase
– 5% is in the depression phase

13. Types of wiki users
• Creators: have knowledge or information that they
want to share with others via the wiki; feel the
need to create new knowledge.
• Editors: do not have the need to create new
knowledge; only want to contribute to the
discussion and to the wiki.
• Viewers/lurkers: watch passively; sometimes they
also create and/or edit.
• Non actives: are not involved in the wiki.
• Combinations of different types

14. Degrees of wiki participation
N-A:10%
Creators: 20%
Editors: 40%
Viewers: 90%

15. What are the barriers preventing wiki
use?
• People do not see the relevance or use
• People „do not have the time‟ to contribute
(fear/ignorance?)
• Management does not support the use of
social tools (alignment with mission?)
• People do not wish to collaborate or share
knowledge (reward system?)
• ….

16. How to overcome „barriers‟?
• Do not promote the tool, but stimulate social
behaviour.
• Reward people for sharing knowledge (visibility).
• Show people what‟s in it for them. How can they
benefit from the use of the wiki?
• Integrate the tool into people‟s daily work
practices.
• Create a culture of openess and trust.
• Involve stakeholders in implementation process.
• Communicate!

17. KM2.0: external dimension
• The Library Blog
• Flickr
• LibraryThing
• Library Netvibes page
• Presence in social networks
• Question Manager
• Etc..

18. The Library Blog

19. The library on LibraryThing

20. The library on Flickr

21. Café Question
What social tools do you use to support
customer service and what barriers do you
experience?

22. Tips for building library KM2.0
• Do not focus on the tools, but look at the goals
you want to achieve: what is the library mission?
• “Technology is a tool and like all tools it should fit
your hand when you pick it up, you shouldn't have
to bio-re-engineer your hand to fit the tool” (Dave
Snowden)
• "Participatory service and change are the heart of
Library 2.0, and technology is a tool that can help
us get there“ (Michael Casey)
• Library 2.0 = combination of culture, organisation
(facilitation and management) and technology

23. Questions?
Karolien Selhorst
karosel64@gmail.com
www.karolienselhorst.be
http://www.slideshare.net/KarolienSelhorst