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The report is based on input from six CENDI agencies regarding the issues and challenges for customer support and product development that relate to the increased use of the Internet. The impact is described by agency, with statistics provided when possible. General observations are made across the agencies and recommendations are made for future CENDI activities in this area.
The academic library situation is described in terms of the information needs of students and faculty in the engineering and physical sciences. Major issues include collection management, serial pricing, and end-user training.
The current use of sci-tech information in the specific environment of United Technologies is discussed. UTC has restructured its corporate libraries by consolidating. More information is being provided at the desktop. There is an Internet/Intranet team. Popular products among the researchers are described, along with a wish list for changes.
Minutes from a presentation by Joanne Silverstein, Head of R&D, Information Institute of Syracuse University at the CENDI meeting on March 14,2000. Ms. Silverstein discussed the issue of how organizations manage e-mail in their customer support function. A survey of executives showed that not-for-profit and commercial organizations have different approaches to this problem. The not-for-profits are more open, providing contact names, free form comments, and anonymous input mechanisms, while for-profits seek control through registration and the use of forms. She also summarized the findings of a study to analyze electronic customer service in the Department of Education. The results of the study indicated that both a plan and an advocate are needed. The real customers and the most effective level of centralization must be identified. First decide what you want to do and then examine software requirements.
Minutes from a presentation by B Rex Ridenhower (DTIC) at the CENDI meeting on June 1, 1999. Mr. Ridenhower discussed DTIC's techniques for developing more knowledge about customers and their needs. PROCAP is a proactive oubound call center that allows DTIC to conduct market research to obtain more quality data on their customers.
Minutes from a presentation by Carlynn Thompson at the CENDI meeting on June 1, 1999. Ms. Thompson discussed the Channel DoD system project which provides customized portals for DoD users. Portals have content channels that are directories or guides to information that are grouped in a logical way based on the needs of the user. Portals can also perform special searches based on the content and user characteristics. The user can also customize the way the content is presented. The Channel DoD design is based on "My Netscape" and provides a personalized Internet starting page. However unlike the commercial portal site, it will deliver DoD specific newsfeeds, search tools, and listservs.
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