An interesting keynote address by Justin Harness of the Macquarie Group had some ideas which we could consider here at the library. The theme of his address was Knowledge management: new frontiers, new opportunites. He mentioned a model of innovation devised by Susskind in his work The end of lawyers? - this title made me prick up my ears because I know from working in LIAC lawyers can make such a difference in the world - for good and bad I suppose. He compared lawyers to waiters. What does he mean? that when you eat in a restaurant you don't care what the chef looks like, how clean shaved the assistants are. you want good and reliable service and food. You don't care if it's been shipped in from the cafe next door.
The principle is that clients (including ours) just want a product which solves a problem or delivers. There is an evolution of service:
Follow this: bespoke - standard - systems - packages - commodities.
Justin pointed out that in this progression, the bespoke and the packaging stages are where true innovation can occur.
I thought that here we are moving in this direction - we've started packaging. Now we can make into commodities. Can we do this? as Obama would say - Yes we can!
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