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Examining the Case of an Academic Library’s Student-Focused, Patron-Satisfaction Approach to Organizational Transformation for Student Retention

Library Leadership & Management

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Title Examining the Case of an Academic Library’s Student-Focused, Patron-Satisfaction Approach to Organizational Transformation for Student Retention
 
Creator Currier, Michelle
Wilhelm, Cori
 
Subject Academic Library
retention; student satisfaction; change management
 
Description This article serves as a case study of an academic library’s student-focused management decisions, including the concept of relationship-marketing- and reputation-management in relation to their perceived impact on student retention.

After realizing the library had developed a negative reputation, the director of SUNY Canton’s Southworth Library integrated a multi-pronged strategic plan to improve the perceived reputation of the library while cultivating student loyalty. The library had to make the firm decision on what it determined to be “about,” and whether what the library was “about” was its collections - the traditional library-centric identity - or about student success. Southworth Library Learning Commons had to make a collective determination to reject tradition and choose the latter. That meant altering course in terms of collection activities, redefining priorities and making non-traditional choices. The article illustrates strategies and actions that can be similarly replicated as part of a student-focused strategic plan. More broadly, other academic libraries and higher education institutions should consider the relationship-marketing approach in decision making and sustainability planning.
 
Publisher American Library Association
 
Contributor —
 
Date 2017-05-02
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format application/pdf
 
Identifier https://journals.tdl.org/llm/index.php/llm/article/view/7228
 
Source Library Leadership & Management; Vol 31, No 3 (2017)
1945-8851
 
Language eng
 
Relation https://journals.tdl.org/llm/index.php/llm/article/view/7228/6414
 
Coverage —
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