Jinfo Article – The secret to self-service success

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Thank you again Jinfo for publishing my piece on the evolution of online content services from newsletters, to platforms, to self-service solutions.

As part of Jinfo’s Research Focus, “Define and manage value for current awareness“, this article looks at self-service tools and how information professionals can give their end-users a sense of control in the areas of source selection, immediacy and customization.

I examine the evolution of business client expectations, as well as what “Self-service” really means: it’s a little more service than it really is self.