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What the Customer Wants: Issues in Information Provision

Published online by Cambridge University Press:  31 July 2008

Elisabeth Tooms
Elisabeth Tooms
Affiliation:
Head of Library Services at Allen & Overy, reflects on the demands made by her customers–and suggests ways to satisfy them
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Extract

At Allen & Overy what our customers want is the answer. They want an answer which is timely, accurate and authoritative. I could amplify this bald statement by saying that sometimes the customer wants to know what the question will be. Not long ago a partner said to me that what he really wanted was that I should be able to tell him what the questions would be that the client would ask him at a reception that evening. Perhaps another way of putting it is to say that he wanted the knowledge he did not have at that moment.

Type
Research Article
Information
Legal Information Management , Volume 1 , Issue 3 , Autumn 2001 , pp. 10 - 13
Copyright
Copyright © The British and Irish Association of Law Librarians 2001

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