Despite being overhyped, misappropriated and misunderstood, cloud computing is changing everything from library information services to personal computing. As many technology suppliers peddle their wares to you and tout the attractiveness of “being in the cloud,” a critical part of the discussion is missing – ensuring end user happiness. This presentation (from the Special Libraries Association 2012 Annual Conference) focuses on how information management professionals can evaluate the impact of cloud-based solutions on end user satisfaction and provides a (document delivery) case study for building a ‘cloud above the clouds’ to ensure visibility into end users’ interactions with suppliers.

1. The Cloud Above the Clouds:
Ensuring End User Happiness
By Peter Derycz, CEO @ Reprints Desk
16 July 2012

2. “What The Hell is Cloud Computing?”
http://youtu.be/0FacYAI6DY0

3. A few cloud computing companies…

4. …but who isn’t a cloud company?
Source: http://searchcloudstorage.techtarget.com/definition/cloud-washing

5. The problem with the current dialogue

6. A few customer happiness companies

7. What’s this have to do with
managing information services?

8. Example: Document Delivery

9. Example: Document Delivery

10. Example: Document Delivery

11. Example: Document Delivery

12. Example: Document Delivery

13. Preparing to Satisfy Users

14. Delivering End User Happiness

15. Measuring
End User
Happiness

16. End User Happiness at Reprints Desk

17. So what’s next?
Collaborate with your vendors
& review what else you can do.