Institutional Web Management Workshop 2005: Whose Web Is It Anyway?
Customers, Suppliers, and the Need for Partnerships

Plenary Talk 2: "Customers, Suppliers, and the Need for Partnerships"

This page provides a multimedia recording of the plenary talk on "Customers, Suppliers, and the Need for Partnerships".

Customers, Suppliers, and the Need for Partnerships
Stephen Emmott, LSE
Successful Web services arise from successful partnerships. Meeting the many and varied needs of customers requires a chain of partnerships between many and varied suppliers. With the pervasive web, how do these partnerships translate into effective services? More to the point, what happens when the partnerships cannot be established or fail to endure?
This session will use the model of customer chains to reveal how partnerships have led to both successes and failures in the provision of the LSE's web services: the LSE Web site and LSE for You. Examples presented will include the Academic Staff Publications Catalogue (now central to LSE's RAE), Graduate Prospectus and Class Registers (a portal tool used for recording student attendance and performance).
Lessons learnt and rules of thumb will be highlighted to both serve as a basis for comparison and offer guidelines for participants.
Learning Outcomes:
At the end of the talk participants will:
  • Understand customer chains, their complex interactions, and their impact upon successful web services
  • Be able to prioritise the customer chains that underly an institution's strategic priorities
  • Be aware of strategies and tactics for developing and sustaining partnerships along priority customer chains
Special Requirements:
Standard networked PC
This talk took place from 14:00-14:45 on Wednesday 6th July 2005.
Contact Details
Stephen Emmott
Head of Web Services
Houghton Street
Email: stephen.emmott AT


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Last modified: 28th September 2005