transcript
- Slide 1
- Slide 2
- The Good, the Bad, and the Ugly Nova Scotia Legislative
Librarys review of library services to MLAs and Caucus Staff. Why
we wanted to do it, how were doing it and what weve learned so
far.
- Slide 3
- Measure clients satisfaction with Library Services Identify
clients preferred methods of communication and information seeking
behaviours Eliminate or change under-used services and identify
service gaps Increase use of Library services by primary
clients
- Slide 4
- Survey questions were developed by Information Services
Librarians Interview Clients rather than send out a survey Select
the MLAs to be interviewed based on Party affiliation Legislature
responsibilities Number of years as an MLA Age
- Slide 5
- Slide 6
- Get them to a Meeting:
- Slide 7
- One on one meetings with MLAs no more than 1 hour done in a
room at Province House interviews recorded Client Preferences
Database was developed in advance of the interviews in 2013 Group
meetings with Caucus staff
- Slide 8
- To record and manage delivery of Librarys information products
to primary clients Tracks which services our clients choose to
receive Tracks the MLAs preferred delivery format Tracks clients
preferred email address Tracks personalized services and
personalized requests for information
- Slide 9
- Who or what does the MLA rely on for information? What formats
are preferred and what devices are being used? Are newspapers or
magazines being read--- how much time spent? Gage how much the
client knows about Library services and services to Committees Find
out if they want to receive a specific service
- Slide 10
- Interviews started in the Spring of 2013 Interrupted by the
Spring session and then a general election Election in October 2013
Change in Government with 28 new MLAs and new caucus and
constituency staff Interviews resumed in Spring 2014
- Slide 11
- MLAs have been very generous with their time Their comments are
frank, helpful and full of insight Clients appreciate the
opportunity to be asked what they need Timing is
everything----approaching the newly elected MLAs after their first
full session is a very good approach
- Slide 12
- Varied format preferences and devices used Some worried about
what they could ask the Library staff and how often they could use
the information service Our focus on Constituency Assistants may be
misplaced With only 7 staff and 51 MLAs, personalized service such
as subject specific news delivery isnt possible at this point
- Slide 13
- A jump in requests requiring in-depth research from MLAs and
caucus staff interviewed Learned a lot--- such as standardizing our
branding of services was not working Committee research packages
were meeting their needs They have a level of comfort now with the
Library The Personal approach works----its gold!