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To give clients the information they need To give clients the information they need to make timely, tactical and strategic decisions to make timely, tactical and strategic decisions
through our research network and website, using through our research network and website, using syndicated reports, secondary research, and other data. syndicated reports, secondary research, and other data.
We strive to give you “just what you need.”We strive to give you “just what you need.”
Overview - Verizon Information Research Overview - Verizon Information Research Network (VIRN)Network (VIRN)
VIRN is a virtual research shop with staff located in MA, NY, VA, and TXThe seven member team provides on-demand syndicated research, enterprise contract management, and VIRN website development VIRN is part of Verizon’s Market Research & Competitive Intelligence groupBeginning in 2001, the physical libraries from the former GTE and Bell Atlantic corporations were closed and three research positions eliminatedThe VIRN website has an online catalog for accessing over 5000 full-text market research reports and serves as a portal to external enterprise servicesAll information is delivered electronically via the VIRN website, enterprise deliverables or custom research pagesTwo members of the team currently serve on the SLA Texas Chapter Executive Board and have been guest lecturers for local university Library Science programs and SLA Chapter meetings
Nominated by management for the Verizon Excellence award in 2002 and 2003Aligned online product toolkit with Verizon objectives to provide on-target answers with heavy emphasis on telecom industry reports, news, and financialsInitiated strategic partnerships with high-value user groups and primary business partners (Sales, Retail Markets, Wholesale, International) Implemented flexible purchasing plans to meet ever-changing research needs
and new technology developments Received over $700K from business partners for research product purchases Hosted 2-3 weekly outside analyst briefings to address telecom trends which
were advertised through email blasts and an e-newsletter “What’s New” Positioned as lead contact for research contracts with over 40 contract
partnerships Centralized point to book analysts for executive briefings and departmental
meetings Provided topic updates proactively to key clients and major project teams
Semi-annual off-site strategic planning sessions for VIRN staff Review current research toolkit and vendor product offerings Evaluate new products based on incoming research topics and corporate direction Analyze services and workflow processes for improvement or elimination
Weekly team calls to discuss products and incoming requests
Continuously monitor product usage which is tracked in customer management system, referred to internally as OMNI, and WebTrends for website statistics
Researchers record product or topic gaps for “buy-on-need” in OMNI with purchase based on funding and value
Strategically position VIRN’s research edge by deliberately acquiring niche products which are unavailable on the public web
Website is continuously updated for content improvements
Total redesign of website in 2003 to comply with corporate standards and to improve navigation
Set requirements for vendors to enhance search engines and deliverables to comply with VIRN’s internal delivery needs and expectations
Push “What’s New” bi-monthly electronic newsletter to 600+ clients summarizing new reports available from VIRNEmail web-based customer satisfaction survey weekly to clients for feedback on completed research projectsGenerate Hot Topics services for cutting edge research topics and post to VIRN website with semi-annual updatesSend “VIRN branded” quarterly email blasts to 800+ clients highlighting new products and servicesCreate web-based end-user evaluation surveys for existing and potential sourcesCoordinate Webex training for end-users One-on-one training by staff Staff facilitated group training Vendor sponsored group training
Host weekly teleconference and quarterly on-site analyst briefings
OMNI – web-based research tracking database and workflow management system Serves as a customer management solution Manages incoming workload Sends real-time alert of new requests to researchers Provides a searchable history of completed research Compiles results in a Microsoft Access database
Produces product usage stats Calculates researcher output Captures service provided to client or department Allows generation of monthly performance stats
VIRN Website – uses WebTrends to track document usage
Modern Mind – web-based survey tool captures customer satisfaction responses and product evaluations
Semi-annual individual performance reviews Compensation linked to performance Staff objectives aligned with company objectives
Annual objective – monthly minimum of 60 research hours per researcherTraining provided during semi-annual team meetings Electronic copyright compliance led by Verizon’s copyright attorney Workshop and conference summaries presented by staff
Extensive internal Verizon training availableCollaborative and inclusive workforce with no turnover in the past 4 yearsEmployee well-being Fun event planned during semi-annual team meetings Flexible work hours
Opportunities to attend conferences SLA – Annual and chapter meetings Internet Librarian Computers & Libraries Various telecom industry forums
VIRN contact options [email protected] virn.verizon.com web request form includes staff email alert VIRN phone number 972-718-7700 Researchers equipped with instant messaging, email access and voice mail
Solid “Gold” Customer Care outlines VIRN’s customer service standard
OMNI – Customer Management Solution Tracks all requests – New, Pending, On Hold, Completed Includes customer “need by” date Captures staff results for research time and product usage Provides team with searchable database to re-use research for similar requests
Research deliverables created by VIRN staff Custom webpages, white papers, slide shows Hot Topics provides quick access from VIRN website to timely topic overviews End-user self-serve access to full-text market research via online catalog
Based on 2003 customer satisfaction results Clients saved an average of 13 hours per request by using VIRN 99% on-time delivery 96% combined "top 2 box" scores/ratings for overall “Very Satisfied” or
“Satisfied” 50% response rate to satisfaction survey Read what our clients say about us!
Utilized flexible delivery options to avoid emails with multiple attachmentsInvited to present VIRN capabilities at primary user groups’ departmental meetings Demonstrated fiscal responsibility with balanced budget year-over-yearMaintained budget allocation despite severe corporate cutsRetained current staff despite generous voluntary separation offerInvited by major vendors to participate in advisory feedback panels resulting in product enhancements benefiting other subscribers
Service Results – Part IIService Results – Part II
Implemented process improvements and increased end-user self-service tools after staff cuts to maintain excellent customer support levels Streamlined services to prioritize high-value customers and projects Offered more desktop deliverables for end-users
Purchased additional enterprise reports for online catalog Provided enterprise access to news and financial sources
Created Hot Topics links for frequently requested information Consolidated contracts to leverage volume discount, to eliminate repetitive
negotiation time, and to purge duplicate services resulting in an overall cost savings to Verizon
Revised html format for the “What’s New” newsletter to include linked reports for self-service, resulting in efficient delivery and increased visibility
Cancelled and culled virtually all hardcopy materials Eliminated low-value clerical tasks, e.g., ordering executives’ subscriptions
VIRN Statistics 2001-2003VIRN Statistics 2001-2003Incoming and Completed RequestsIncoming and Completed Requests
Total Research Hours*Total Research Hours***2 Full-Time Employees (FTE) positions eliminated in 20022 Full-Time Employees (FTE) positions eliminated in 2002
1 FTE position eliminated in 2001 1 FTE position eliminated in 2001
VIRN Statistics 2001-2003VIRN Statistics 2001-2003Incoming Requests versus Number of ClientsIncoming Requests versus Number of Clients
Due to corporate downsizing and implementing self-service initiatives, the Due to corporate downsizing and implementing self-service initiatives, the number of clients has decreased by 35% since 2001, while the number of number of clients has decreased by 35% since 2001, while the number of
incoming requests per client has grown.incoming requests per client has grown.
3094 incoming requests received 3720 research hours completed 662 clients served 291 new customers added 65,467 electronic articles and reports distributed 3094 customer research pages created 59,767 website visits logged 863 full-text website reports added
