1 A National Strategy for Public Libraries in the Netherlands Maria Heijne - Director Netherlands Institute for Public Libraries (SIOB) NAPLE, Milan 2013.

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A National Strategy for Public Libraries in the Netherlands

Maria Heijne - DirectorNetherlands Institute for Public Libraries (SIOB)

NAPLE, Milan 2013

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• MunicipalityFunding 168 local library organizations (900 libraries)

• ProvinceSupport of local libraries through 10 provincial organizations (e.g. IT and ILL)

• National government• Focus: ‘the library system’ at a national scale • Funding• Innovation digital infrastructure • National digital library

Administrative context

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Mandated by Ministry of Education, Culture and Science• Strategy for the national public library infrastructure

at large• Development of the digital infrastructure

• National digital library, financed at a national level • As of 01.01.2015 integrated in the National Library

• Alliances with strategic network partners in NL• Programs for:

• People with reading disabilities, • Reading promotion, ‘library in the school’, life long learning

Netherlands Institute for Public Libraries

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Executed by Bibliotheek.nl• National Library Catalogue (NBC+):

• All NL metadata (30 M)• Access to digital content, like e-Books, e-music, national

heritage, recommendations, (p)reviews, et cetera

• Website-services: content management, widget store • Website as a service (WaaS): same web presentation all over NL• Local Libraries: web management only.

• Data Warehouse (DWH): aggregated management information• Benchmarking, • Reports • CRM/marketing at a central level

Development National Digital Infrastructure

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New library act for the framework of public libraries

New role for the National Library (KB) as of 2015• National Library responsible for national digital

infrastructure • Strategy/policy and operational responsibility

• Purchase of digital media/content and handling of licenses at a national level for public libraries

A National Digital Library

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• Cross channel model• Integrated Library

Physical library <> digital library

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Cross channel

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Cross channel model – General ideas• Content must contain high quality metadata and

be independent from any channel requirements to • be picked up at the right moment• sent through the right channel to the right customer

• This requires: • centralized knowledge of customers• focus on behaviour of customers switching from channel

to channel • Will the customer have a similar experience when

switching from the website to the physical environment?

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• Channels that are offered to the customer are intertwined (integrated) and the image of the supplier radiates through each channel in the same way.

• Channels can disappear and in such a case the power of the system lays in automatic reinforcement of other channels.

• The whole system of channels should continue to seamlessly connect the (potential) choices of a customer.

Cross channel means integration

10Titel van de presentatie

Translated to the library environment…

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Next steps

CRM applications and analyses is

designed in such a way that all customer

behaviour can be connected to every

channel

• Describe a uniform customer approach per channel

• Create links between channels

Strategic shift only by the people who drive it: Give them responsibility for the approach and the message for each channel.