Customer
service
Understanding
user needs
Making capital out of user transactions
Document
delivery
Understanding
user needs & trends
Brockman,
William S, Neumann, Laura, Palmer, Carole L and Tidline, Tonyia. Scholarly
work in the humanities and the evolving information environment. Council of Library
and Information Resources. 2001.
CAVAL.
Has produced a report on performance measures for reference services to
library managers, reference staff, undergraduates, post-graduates and
general staff. Produced a model for analysing data on 12 main performance
indicators under three main dimensions: attributes, support and knowledge.
Copies are available at www.caval.edu.au/crigwppm.htm
D'Elia,
George and others.
The impact of the Internet on public library use: an analysis of the
current consumer market for library and internet services / by George
D'Elia, Corinne Jorgensen, Joseph Woelfel and Eleanor Jo Rodger. Journal
of the American Society of Information Science and Technology. Vol 53 no
10, 2002: 802-820
Henczel,
Susan. The
information audit: a practical guide. Munich: KG Saur, 2001.
Herman,
Eti. End-users in academia: meeting the information needs of
university researchers in an electronic age, parts 1-2. Aslib
Proceedings, Vol 53, no 9 Oct 2001; 387-401 and Aslib Proceedings, Vol 53,
no 10, Nov/Dec 2001:431-457
Humanities
and the arts on the information highway. a profile.
Final report developed by the Getty Arts History Information Program...as
a joint project with the American Council of Learned Societies and the
Coalition for Networked Information] http://www.cni.org/projects/humartiway;
Knowing
ourselves and others: the humanities in Australia into the 21st
century /prepared
by a Reference Group for the Australian Academy of the Humanities
1998.
See Vol 3, chapter 8: Libraries in the Information Infrastructure for
Humanities Scholars in Australia by Graeme Johanson, Don Schauder and
Edward Lim. http://www.asap.unimelb.edu.au/aah/review/c8_johanson;
National
Library of Australia.
Reports on a review of the Library's reference service are available at www.nla.gov.au/refreview/refreview.html
and www.nla.gov.au/refreview/finalreport.html.
Pavliscak,
Pamela, Ross, Seamus, and Henry, Brockman, William S (2001).
Information
technology in humanities scholarship: achievements, prospects and
challenges – the United States
focus. (American Council of Learned Societies Occasional Paper no
37). Available from <http://www.acls.org/op37>
Research
Support Libraries Group. Researchers' use of libraries and other
information sources: current patterns and future trends by Education
for Change Ltd, SIRU University of Brighton and The Research Partnership
for the Research Support Libraries Group. Higher Education Funding Council
for England, 2002. Concludes that this is evidence of some significant
differences in research requirements and behaviour between subject
disciplines. These differences are apparent in three areas: diversity of
required research materials and research resource providers; continued
importance of physical access to research materials; and requirements for
mediated information and library services, including skills and awareness
raising activities. The report also commented on the effectiveness of
mediated subject gateways and portals as means of accessing electronic
research resources. Available from Research
Support Libraries Group
State
Library of New South Wales.
A
research project to evaluate user services in 1999 reported the following
trends: onsite usage is static; use of collections and services is
increasing; use of the library's website is growing at the rate of 100% a
year.
University
of Queensland Library.
Report on library customer survey http://www.library.uq.edu.au/rodski
University
of Sydney Library
Results
of survey aimed at improving effectiveness of library website and
associated services is published at www.usyd.edu.au/development/survey.
Includes copy of questionnaire.
Making
capital out of user transactions
Delivering
information capability. The application of knowledge management in the
Defence Library Service / Iain Brown and Lee Williams. Paper presented at
the Information Online and On Disk Conference 1999. Includes information
on RIMr software for tracking client requests.
Implementing
an information request database at the State Library of New South Wales.
Article by John Wright examining the evolution of the Information Request
Database at the State Library of New South Wales between April and December
1998 and the advantages this database has provided in managing the ever
increasing flow of enquiries from users of the library from all over the
world. LASIE March 199:5-15
National
Gallery of Australia Research Library.
Model
web-enabled reference
enquiry form at National Gallery of
Australia site. Click Research button for access to form
University
of Sydney Library.
Web-enabled enquiry form for teaching staff, students and researchers at
the University.
Document
delivery
Infotrieve
Australasia
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