Name With The Face: Anne LonerganJob Function:
Job Title: Manager, Strategy, Research & Innovation
Organization: Deloitte Services LP
Anne Lonergan is responsible for managing global, enterprisewide research contracts, from defining business terms to deploying access. "My role enables me to work with people from many parts of our business: legal and procurement teams on contract negotiations and renewals; research professionals to make sure their information needs are being met; our learning group to develop training programs for our research tools; and technology teams to integrate the content into our internal portals," she says.
She also works in partnership with vendors to ensure Deloitte gets the most from content subscriptions. "One obvious measure of success is the number of regular users and volume of content we download," says Lonergan. "I spend time tracking and reporting on our usage metrics, but usage metrics only tell part of the story." She looks for success stories relating content access to business success. "This qualitative evidence is just as important in demonstrating and increasing the value of our investment."
In a Day's Work: Lonergan spends a lot of time on the phone or on email answering end-user questions about the products. For example, "a consultant in Portugal may need help setting up a news alert, or an auditor in Singapore might need advice on the best source for private company data." She travels occasionally to meet with research professionals in person, to better understand their information needs. "I attend several industry events each year to keep abreast of developments within the information world," says Lonergan. Other days she spends solely on the legal aspects of contracts, especially around renewal time. She says, "I like to think I have become something of a legal expert since taking on this role!"
Most Memorable Customer Encounter: Nothing specific, but she says, "I love the reactions I get when practitioners call in urgent need of some content and I’m able to point them to a source that gives them exactly what they need."
View From the Desk: "We operate a hoteling policy, which means I have to reserve my workspace each week. So I’m at a different desk, though it’s always a cube with a view of more cubes."
Outside Interest: Travel—since moving from London to the U.S. 5 years ago, Lonergan has "made a real effort to see as much of the country as possible and wants to visit all 50 states. So far I have been to 29."
If Not Econtent, Then What? "Growing up, I wanted to be a Charlie’s Angel. But failing that, a teacher."