Understanding the view from the other side of the counter and screen: user-centred service re-engineering in an academic library

Grazyna Tydda; Gillian McAllister

Understanding the view from the other side of the counter and screen: user-centred service re-engineering in an academic library

Grazyna Tydda, Gillian McAllister

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution

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Abstract

In 2011, a new Macquarie University Library building was opened which, in its design, reflected the changing research and learning behaviours of its users. At the
same time, the Library began a review to investigate how it could best structure its services to meet these changing behaviours. The starting point for this review was the Library‟s clients: Macquarie University Library sought to understand how clients used its services, which services they valued and whether there were gaps in the services provided. The resultant analysis provided important insights not only in relation to the delivery of services but also for the structure of the service delivery division of the Library.

Original language	English
Title of host publication	International Conference on Qualitative and Quantitative Methods in Libraries
Place of Publication	Rome
Publisher	International Society for the Advancement of Science and Technology (ISAST)
Pages	1-8
Number of pages	8
Publication status	Published - 2013
Event	International Conference on Qualitative and Quantitative Methods in Libraries - "La Sapienza" University, Rome, Italy Duration: 4 Jun 2013 → 7 Jun 2013 Conference number: 5th https://www.ifla.org/events/5th-international-conference-on-qualitative-and-quantitative-methods-in-libraries

Conference

Conference	International Conference on Qualitative and Quantitative Methods in Libraries
Abbreviated title	QQML2013
Country/Territory	Italy
City	Rome
Period	4/06/13 → 7/06/13
Internet address	https://www.ifla.org/events/5th-international-conference-on-qualitative-and-quantitative-methods-in-libraries

Bibliographical note

Copyright remains with the authors 2013. This is the author-manuscript version of this paper. It is posted here with permission of the copyright owner[s] for your personal use only. No further distribution permitted. For information about this conference please refer to the conference’s website or contact the authors.

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title = "Understanding the view from the other side of the counter and screen: user-centred service re-engineering in an academic library",

abstract = "In 2011, a new Macquarie University Library building was opened which, in its design, reflected the changing research and learning behaviours of its users. At thesame time, the Library began a review to investigate how it could best structure its services to meet these changing behaviours. The starting point for this review was the Library‟s clients: Macquarie University Library sought to understand how clients used its services, which services they valued and whether there were gaps in the services provided. The resultant analysis provided important insights not only in relation to the delivery of services but also for the structure of the service delivery division of the Library. ",

author = "Grazyna Tydda and Gillian McAllister",

note = "Copyright remains with the authors 2013. This is the author-manuscript version of this paper. It is posted here with permission of the copyright owner[s] for your personal use only. No further distribution permitted. For information about this conference please refer to the conference{\textquoteright}s website or contact the authors.; International Conference on Qualitative and Quantitative Methods in Libraries, QQML2013 ; Conference date: 04-06-2013 Through 07-06-2013",

year = "2013",

language = "English",

pages = "1--8",

booktitle = "International Conference on Qualitative and Quantitative Methods in Libraries",

publisher = "International Society for the Advancement of Science and Technology (ISAST)",

url = "https://www.ifla.org/events/5th-international-conference-on-qualitative-and-quantitative-methods-in-libraries",

}

Tydda, G & McAllister, G 2013, Understanding the view from the other side of the counter and screen: user-centred service re-engineering in an academic library. in International Conference on Qualitative and Quantitative Methods in Libraries. International Society for the Advancement of Science and Technology (ISAST), Rome, pp. 1-8, International Conference on Qualitative and Quantitative Methods in Libraries, Rome, Italy, 4/06/13.

Understanding the view from the other side of the counter and screen : user-centred service re-engineering in an academic library. / Tydda, Grazyna; McAllister, Gillian.

International Conference on Qualitative and Quantitative Methods in Libraries. Rome : International Society for the Advancement of Science and Technology (ISAST), 2013. p. 1-8.

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution

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T1 - Understanding the view from the other side of the counter and screen

T2 - International Conference on Qualitative and Quantitative Methods in Libraries

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AU - McAllister, Gillian

N1 - Conference code: 5th

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Y1 - 2013

N2 - In 2011, a new Macquarie University Library building was opened which, in its design, reflected the changing research and learning behaviours of its users. At thesame time, the Library began a review to investigate how it could best structure its services to meet these changing behaviours. The starting point for this review was the Library‟s clients: Macquarie University Library sought to understand how clients used its services, which services they valued and whether there were gaps in the services provided. The resultant analysis provided important insights not only in relation to the delivery of services but also for the structure of the service delivery division of the Library.

AB - In 2011, a new Macquarie University Library building was opened which, in its design, reflected the changing research and learning behaviours of its users. At thesame time, the Library began a review to investigate how it could best structure its services to meet these changing behaviours. The starting point for this review was the Library‟s clients: Macquarie University Library sought to understand how clients used its services, which services they valued and whether there were gaps in the services provided. The resultant analysis provided important insights not only in relation to the delivery of services but also for the structure of the service delivery division of the Library.

M3 - Conference proceeding contribution

SP - 1

EP - 8

BT - International Conference on Qualitative and Quantitative Methods in Libraries

PB - International Society for the Advancement of Science and Technology (ISAST)

CY - Rome

Y2 - 4 June 2013 through 7 June 2013

ER -

Understanding the view from the other side of the counter and screen: user-centred service re-engineering in an academic library

Abstract

Conference

Bibliographical note

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