‘Account managers’ in parliamentary library & research services?

The concept of ‘account manager’ is well established in business – a role that gives the client a single point of contact with the organisation. Focusing communications allows a relationship to develop and the account manager can, therefore, calibrate service delivery to the needs of the particular client. For the client, the service has a more friendly face and a direct line of contact, in person or remotely. In a parliamentary setting, clients may be unaware of the full range of service offers and, depending on the structure, may find it daunting to work out what they can get from whom – so may look for apparently ‘quick and easy’ solutions elsewhere. An account manager can simplify the process of connecting the client with the relevant service offer, and so make it more likely that service will be requested and used.

(more…)

Success does not equal value in parliamentary library & research services

‘Success does not equal value’, Computers in Libraries Conference 2013, Washington DC, USA



Despite considerable success on any professional view, and good professional metrics, the value of the library & analytical service of the European Parliament was still put in question by some Members. Clearly, we were misunderstanding something. In 2010/11 we decided to focus on value – what did it mean in a parliamentary context? And how could we increase our value added?

(more…)