the cloud above the clouds: ensuring end user happiness (a document delivery case study)
DESCRIPTION
Despite being overhyped, misappropriated and misunderstood, cloud computing is changing everything from library information services to personal computing. As many technology suppliers peddle their wares to you and tout the attractiveness of “being in the cloud,” a critical part of the discussion is missing – ensuring end user happiness. This presentation (from the Special Libraries Association 2012 Annual Conference) focuses on how information management professionals can evaluate the impact of cloud-based solutions on end user satisfaction and provides a (document delivery) case study for building a ‘cloud above the clouds’ to ensure visibility into end users’ interactions with suppliers.TRANSCRIPT
The Cloud Above the Clouds: Ensuring End User Happiness
16 July 2012
By Peter Derycz, CEO @ Reprints Desk
“What The Hell is Cloud Computing?”
http://youtu.be/0FacYAI6DY0
A few cloud computing companies…
…but who isn’t a cloud company?
Source: http://searchcloudstorage.techtarget.com/definition/cloud-washing
The problem with the current dialogue
A few customer happiness companies
What’s this have to do with managing information services?
Example: Document Delivery
Example: Document Delivery
Example: Document Delivery
Example: Document Delivery
Example: Document Delivery
Preparing to Satisfy Users
Delivering End User Happiness
Measuring End User Happiness
End User Happiness at Reprints Desk
So what’s next?
Collaborate with your vendors & review what else you can do.