Benchmarking Corporate Libraries: Information Center Operations

This 29-slide presentation reveals the services, resources, staffing and marketing practices of 53 corporate information centers. Based on survey results, it includes metrics and in four areas: 1) Benchmark Class Characteristics; 2) Services Provided Internally & through Outsourcing; III. Service Cost Recovery & Resources Provided; and IV. Marketing & Demonstrating Value. Specifically, metrics include percentages of companies serving various employee groups, percent offering, outsourcing and charging back for services, common charge back methods, making electronic content available to the desktop, actual users/library FTE, penetration rates (actual/potential users) and effective marketing tactics and activities. This research originated from Best Practices, LLC's Internet Benchmarking Exchange (IBE) survey service.

Industries Profiled:
Telecommunications; Financial Services; Banking; Consulting; High Tech; Manufacturing; Consumer Products; Biotech; Electronics; Internet; Energy; Aerospace; Publishing; Media; Health Care; Professional Services


Companies Profiled:
AT&T; Bank of America; Bell Canada; Boston Consulting Group; BT Group; Canada Life Financial Corporation; Capital One; Cisco Systems; Eastman Kodak; DSM; GE Capital; IBM; Intel; Progress Energy; PSEG; QUALCOMM; Raytheon; Telus Corp.; Thomson; Xerox

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