Introduction
The programme “User Service Skills in the Digital Environment” develops professional practice in Libraries. It connects the subject with workplace challenges by examining existing evidence and practices and choosing methods appropriate to the organization and its available resources.
The learning progresses from customer experience development and complaint handling to document, records, and digital preservation management, with practical work on sustainability, impact assessment, and resources, designing digital transformation and developing services, library service development and knowledge organization. Participants prepare outputs to support workplace application and review the quality and results of implementation.
Learning objectives
- Design a service journey and complaint response based on customer needs and follow-up evidence in an application related to “User Service Skills in the Digital Environment”.
- Integrate environmental, social, and governance considerations into a measurable decision or process.
- Assess digitization opportunities and define implementation requirements that improve a service or process.
- Design a library service and organize its resources to facilitate access and use.
- Build a document life cycle controlling classification, permissions, retention, and retrieval.
Learning areas
1. Customer Experience Development and Complaint Handling
- Define customer groups, expectations, and touchpoints, and map an actual journey including waiting, effort, and information exchange.
- Analyze the voice of the customer, complaints, and feedback, classifying recurring causes and linking them to the process, product, or communication channel.
- Set response, resolution, and escalation standards that consider the problem's impact, staff authority, and message clarity for the customer.
- Simulate a difficult service situation, applying listening, empathy, and fact verification, and offer a feasible solution or alternative.
- Build indicators for resolution time, complaint recurrence, and experience quality, and use results to address root causes and monitor impact. The application examines a case related to “User Service Skills in the Digital Environment”.
2. Sustainability, Impact Assessment, and Resources
- Identify organizational activities, stakeholders, and environmental, social, and governance impacts related to the program subject and assessment boundaries.
- Collect data on resources, energy, waste, and relevant practices, documenting sources, gaps, and assumptions used.
- Prioritize topics according to impact scale, stakeholder importance, and applicable requirements, without making unsupported sustainability claims.
- Design initiatives covering responsibilities, resources, cost, and indicators, and compare the trade-offs and unintended effects of alternatives.
- Prepare a clear monitoring and disclosure plan distinguishing actual results from targets and defining the roles of review, verification, and data quality improvement.
3. Designing Digital Transformation and Developing Services
- Distinguish information digitization, step automation, and business model transformation, and identify the problem targeted by the digital intervention.
- Map the beneficiary journey, touchpoints, and repeated data requests, and identify opportunities for simplification before selecting technology.
- Analyze readiness across procedures, skills, data, and technical infrastructure, and document gaps and dependencies on existing systems.
- Specify solution, integration, access permission, usability, and accessibility requirements, and establish testable acceptance criteria.
- Design a limited-scope pilot with indicators for time, quality, and use, and define conditions for continuing, adjusting, or stopping.
4. Library Service Development and Knowledge Organization
- Analyze beneficiary groups, their needs, and search and access methods, identifying gaps between available resources and actual use.
- Develop an acquisition and collection development policy considering specialization, currency, rights, budget, and multiple content formats.
- Apply principles of description, cataloging, authority control, and access points, reviewing rules and fields appropriate to the system in use.
- Design research and guidance services and a digital repository with metadata, permissions, and accessibility features suited to beneficiaries.
- Select indicators for discovery, lending, use, and satisfaction, and prepare a pilot to improve a library service and evaluate its results.
5. Document, Records, and Digital Preservation Management
- Inventory document and record types, owners, and reasons for retention, and distinguish operational copies from the authoritative record.
- Design classification, coding, metadata, and version control rules, with clear naming, indexing, and search criteria.
- Define viewing, editing, and approval permissions and usage tracking, and protect confidentiality and record integrity throughout circulation.
- Prepare a retention and disposal or permanent preservation transfer schedule after reviewing legal and regulatory requirements specific to each record type.
- Test retrieval, migration, backups, and file integrity verification, and set indicators for indexing accuracy and continuity of access.
Practical outputs
- A customer journey map, complaint response guide, and service quality cards.
- An impact topics matrix, initiative plan, and sustainability indicators.
- A digital transformation roadmap covering the beneficiary journey and implementation requirements.
- A library service plan, resource description card, and usage indicators.
- A classification plan, retention schedule, and document metadata template.
Who should attend
- Practitioners, specialists and supervisors whose work relates to the programme subject.
- Managers and teams working in libraries, according to their practical responsibilities.
- Professionals responsible for applying the outputs of “User Service Skills in the Digital Environment” within their organizations.
Prerequisites
- Working familiarity with the programme field and the ability to discuss a professional case or challenge.
- Confirm the suitability of your experience and any specialist prerequisites with the Union before participation.
Conclusion
The programme “User Service Skills in the Digital Environment” brings together concepts, case review and a practical application. Participants prepare steps that can be adapted to their responsibilities and organizational resources, with an indicator to follow application and review results after returning to work.
Participation arrangements and any special requests are specified in the confirmation issued by the Union.