ERIC Number: ED452859
Record Type: Non-Journal
Publication Date: 2000-Oct
Reference Count: N/A
Reading Minds: Adding Value to Services at the State Library of New South Wales.
Burgess, Kerrie; Lake, Therese
This paper discusses the Research and Evaluation Program at the State Library of New South Wales (Australia) and what it has revealed about clients' notions of value and relevance. An overview is provided of the services that have been developed in order to meet clients expectations, including reading room services and the development of the 3Tier service model comprising: (1) simplifies the process of getting started, providing tools such as guides that allow independent access and services clients can access for themselves; (2) offers assistance in getting clients started on beginning level research through offering client education programs, conducting straightforward research on their behalf, or providing professional advice on using the collection of the library; and (3) offers formalized referral to specialist sections, subject experts, or curators and tailors and customizes services to readers' needs . The library's approach to benchmarking library services is outlined, including a model that shows the relationship between the variables of client satisfaction, the X factor (i.e., client's perception of the library's value), price, service, and product. A chart presents key service attributes and the top ten factors for quality service. (Contains 12 references.) (MES)
Descriptors: Access to Information, Benchmarking, Evaluation Criteria, Foreign Countries, Library Services, Models, Relevance (Information Retrieval), State Libraries, User Needs (Information), User Satisfaction (Information)
For full text: http://www.alia.org.au/conferences/alia2000/proceedings/burg ess.lake.html.
Publication Type: Reports - Descriptive; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Identifiers - Location: Australia