2: Customers
Improve our internal and external customers’ experiences in seamlessly finding and using Library resources. Other Information:
The Library will strive to put knowledge and information at the fingertips of all customers– -including members of Congress,
the general public, librarians, scholars, students, authors, Library staff members, and researchers in the United States and
internationally. The Library’s vast collection of information, in both analog and digital formats, expands knowledge and creativity
when it is made accessible to and useable by the customer. It inspires imagination and creativity among those customers, who
are critical to the enlightenment that underpins our democracy and values. In addition, the Library’s resident experts and
scholars provide a wide variety of products and services to Congress and the nation. The outcomes for this goal focus not
only on improving the customers’ ability to access what they need quickly and in the most seamless way, but also on informing
public discourse and understanding about the world in which we live. The strategies go beyond simply providing the information
the customer requests. The Library will uphold the highest standards for objective scholarship and will use its resources
and expertise to bring scholarly depth to public discourse on policy and education. Outcomes Outcome 1: Outcome 1: Improved
customers’ ability to get what they need, when they need it, with minimal effort. Outcome 2: Increased use of Library resources
to inform scholarly, educational, and public policy discourse. Outcome 3: Increased use of the Library’s digital resources
to promote knowledge and better world understanding. External Factors • Determining the needs of the Library’s customers is
challenging because the needs change with time, sometimes rapidly. How well customers communicate their desired outcome for
using the Library will, in turn, impact the Library’s ability to gauge the customer’s needs. • The rapid pace of change in
technology and connectivity will have a great impact on the Library’s ability to achieve this goal.
Objective(s):
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