Document (#28121)

Author

Hermelbracht, A.
Senst, E.

Title

Ideen für innovative Serviceangebote von Universitätsbibliotheken : Ergebnisse der Ideengenerierungsphase im Rahmen des ProSeBiCA-Projektes an der Universität Bielefeld

Source

Bibliotheksdienst. 39(2005) H.1, S.50-75

Year

2005

Abstract

Die Optimierung und Erweiterung des Dienstleistungsspektrums einer Universitätsbibliothek ist ein permanenter Prozess, der insbesondere im Zuge der Entwicklung von Informationstechnologien sowie einer verstärkten Kundenorientierung deutlich an Intensität gewonnen hat. Für den Erfolg dieser Verbesserungsbestrebungen ist es entscheidend, möglichst viele alternative Entwicklungsperspektiven aufzudecken, um sich anschließend anhand objektiver Kriterien für die beste Möglichkeit zu entscheiden. Die Ermittlung innovativer Serviceangebote für Universitätsbibliotheken sowie deren zukunftsgerichtete Überprüfung und die Ableitung konkreter Handlungsempfehlungen ist Zielsetzung des DFG-Projektes ProSeBiCA (Prospektive Steuerung der Serviceangebote von wissenschaftlichen Bibliotheken mittels Conjoint-Analyse), das gegenwärtig an der Universität Bielefeld in Kooperation mit der Brandenburgischen Technischen Universität Cottbus und der Johns Hopkins University, Baltimore, USA durchgeführt wird. Die Überprüfung und Festlegung der "besten" Alternativen erfolgt dabei aus Nutzersicht. Als optimal werden diejenigen Serviceangebote angesehen, die den Nutzerbedürfnissen bestmöglich Rechnung tragen. Wichtig ist, dass keine vorhandenen Dienstleistungen unter dem Aspekt derzeitiger Nutzerzufriedenheit evaluiert, .sondern zukünftige Optionen auf ihre Vorziehenswürdigkeit bzw. ihren potenziellen Nutzen hin bewertet werden. Eine ausführliche Beschreibung des Gesamtkontextes und der Schwerpunkte des Vorhabens kann in Decker, Hermelbracht (2004) in der Mai-Ausgabe dieser Zeitschrift nachgelesen werden. Die dort beschriebene Vorgehensweise ist nicht auf die Anwendung auf Universitätsbibliotheken beschränkt, sondern auch auf andere wissenschaftliche und öffentliche Bibliotheken übertragbar. Das konkrete Anwendungsgebiet, in dessen Rahmen sich die folgenden Ausführungen bewegen, sind jedoch die Bibliotheken universitärer Einrichtungen. An dieser Stelle soll ein Überblick über die Ergebnisse des ersten Projektschrittes, der Ideengenerierungsphase, gegeben werden. Die ermittelten Serviceideen, die in einem hierfür eigens entwickelten nutzerorientierten Bibliotheksservicerahmen eingebunden sind, bilden die Grundlage für die weiteren Analysen und stellen gleichzeitig einen aktuellen Stand der nutzerbasierten Erwartungen, Wünsche und Vorstellungen über die zukünftige Entwicklung der Bibliotheksangebote dar. Als solche können sie jedem, der im Kontext der Universitätsbibliotheken handelt, sowohl auf strategischer als auch auf operativer Ebene interessante Impulse liefern. Welche dieser neuen Ideen aus Sicht der Kunden einen hohen Nutzen stiften und damit für eine Implementierung interessant sind, wird jedoch erst gegen Ende des Projektes feststehen und zum gegebenen Zeitpunkt veröffentlicht werden.

Theme

Informationsdienstleistungen

Location

D
Bielefeld

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