One-to-One Customization of Library Patron Relationships Using Web-Based Networks and Information Technologies on the College or University Campus

Abstract

One-to-One relationship management is a strategy that focuses on the academic library as a point of service. It provides the librarian with a methodology for utilizing currently available technology, which when combined with transaction information that the librarian collects from each differentiated patron interactions, enables the library to offer a range of individual customized services for its best patrons. This strategy is facilitated by the availability of low-cost high-speed computers and sophisticated telecommunication networks. This paper explores the contribution that affordable technology makes to the academic library's homepage rapidly becoming a new frontier platform for the promotion, delivery, and utilization of academic resources and services. In addition, the following issues are discussed: opportunities created by the enlarged cyber collections with the integration of the traditional collections; the role of privacy to insure patron participation; One-to-One relationship management strategy steps of patron identification, differentiation, interaction, and customization; and the practical application of customization in the academic library environment.