tag:blogger.com,1999:blog-3975322463843651304.post6432250767872216939..comments2023-03-23T08:40:43.352-04:00Comments on Dewey B Strategic: A Trip the to Supermarket, an iPad, a KM Strategy and a Carton of free eggs!Jean P. O'Grady, J.D. M.L.S.http://www.blogger.com/profile/05897454471006756122noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-3975322463843651304.post-9652349540878254202012-07-03T18:28:16.649-04:002012-07-03T18:28:16.649-04:00Good insight Jean. There are definitely lessons to...Good insight Jean. There are definitely lessons to be learned from the way leading retailers are delivering their goods (and services) on new platforms. The biggest problem, as you identify, is the initial engagement. The human intervention certainly addresses this challenge directly.Patrick Deveryhttp://www.herbertgeer.com.aunoreply@blogger.comtag:blogger.com,1999:blog-3975322463843651304.post-58733691418689991672012-07-03T10:02:46.626-04:002012-07-03T10:02:46.626-04:00You are certainly right, Jean, about the power of ...You are certainly right, Jean, about the power of human intervention. The grocery store in my Brooklyn neighborhood had an electronic kiosk at the front of the store collecting the same sort of profile information: swipe your store points card, build a profile, get a premium. Then, each time you came into the store, you were to swipe your card and the service, using information stored in your profile and information accumulated from your prior shopping trips (assuming you used your store points card) would point you to specials, sales, new merchandise, etc. The kiosk was there for about six weeks and without notice or announcement disappeared. I was chatting about it with one of the store managers, a friend of mine: "There was just not enough response to justify keeping it there and maintaining all the information links." "Did you ever think of having a live person at the front of the store to engage shoppers personally?" "Sure, we all suggested it, but real people require breaks and days off and health insurance and bathrooms, none of which are required by the kiosk, so corporate said no." What firms have to decide, not just in this regard but across the board, is how much they are willing to invest, in both hard and soft costs, to make information gathering and use more effective and efficient, and what effect those processes have on the quality of the law they practice. It is the librarians' challenge to show firm management that these are investments that yield a real return, both financially and qualitatively. If it is important to a grocery store to use information proactively to maximize results, surely it is also important to law firms, who can only sell transformed information and the insights that come from it, not ice cream, chicken breasts and nuts-and-twigs cereal.<br /><br />Chuck Lowry, speaking only for himself and not for his long-suffering employerChuck Lowryhttp://www.idonothaveawebsite.comnoreply@blogger.com