Applying Semantic Web Technologies to Meet the Relevant Challenge of Customer Relationship Management for the U.S. Academic Libraries in the 21st Century Using 121 e-Agent Framework

This chapter proposed a conceptual model, the 121 e-Agent Framework, for customer relationship management (CRM) in academic libraries. The set of Semantic Web standards and technologies proposed here will enable the participating U.S. academic libraries to reach out to their user communities through systematic customer group identification, differentiation, interaction, and customization by building a linked data layer that is deeply interwoven into Semantic Web space. In this space, social networking and collaboration meets the Semantic Web infrastructure with trust management, in addition to existing and future Web collections and services provided by the participating academic libraries in the U.S. The main contributions of the chapter are 1) defining relevance challenge of CRM for U.S. academic libraries in the 21st century and applying social Semantic Web technologies to address the relevance challenge of CRM using 121 e-Agent framework in the Web as an infrastructure; 2) binding OLTP, OLAP,