Customer Focus, Service Design and Marketing

Customer Focus, Service Design and Marketing is one of the top-level categories in the Professional Knowledge and Skills Base (PKSB). It involves knowledge and skills such as understanding user needs, shaping library, information and knowledge services to meet those needs and using appropriate methods to inform customers of accessibility, value and benefit of the resources and services. Includes knowing the customer, identifying and communicating with stakeholders, designing and promoting services and evaluating the outcomes.

The PKSB is your map of the knowledge and skills in the library, information and knowledge professions. Use it as a self-assessment tool for professional development and to demonstrate your unique skill set to employers. It is also a framework for skills analysis, staff training and development plans.

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