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 proceedingConference proceeding contribution

    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 languageEnglish
    Title of host publicationInternational Conference on Qualitative and Quantitative Methods in Libraries
    Place of PublicationRome
    PublisherInternational Society for the Advancement of Science and Technology (ISAST)
    Pages1-8
    Number of pages8
    Publication statusPublished - 2013
    EventInternational Conference on Qualitative and Quantitative Methods in Libraries - "La Sapienza" University, Rome, Italy
    Duration: 4 Jun 20137 Jun 2013
    Conference number: 5th
    https://www.ifla.org/events/5th-international-conference-on-qualitative-and-quantitative-methods-in-libraries

    Conference

    ConferenceInternational Conference on Qualitative and Quantitative Methods in Libraries
    Abbreviated titleQQML2013
    CountryItaly
    CityRome
    Period4/06/137/06/13
    Internet address

    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.

    Fingerprint

    Dive into the research topics of 'Understanding the view from the other side of the counter and screen: user-centred service re-engineering in an academic library'. Together they form a unique fingerprint.

    Cite this