London Health Libraries Induction & Update Morning
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Transcript of London Health Libraries Induction & Update Morning
London Health Libraries
Induction & Update Morning
SERVICE DEVELOPMENT
Richard Osborn
London Health Libraries
What do we mean by ”service development”
Developing the services offered by our libraries to ensure they meet the needs of existing customers, potential new customers and the
organisations those libraries serve
London Health Libraries
Key areas
• Quality & standards
• Assessing impact of services
• Marketing & promotion
• Targeted services
• Reaching out to new users
London Health Libraries
Quality and standards
National Service Framework for Quality Improvement
• 5 pilots in London in early 2009• baseline assessment of all services by 30th April 2009
• pilots will inform how NSF is implemented from 2009-2010
London Health Libraries
Assessing impact of services• User feedback is essential to develop
services appropriate to the needs of users and aligned to the core business of organisations
• User surveys / questionnaires / usage statistics …
• Development of Alignment Toolkit – to be launched on 22nd October
London Health Libraries
Marketing and Promotion
London Health Libraries
• Promotional materials – pens, post-it notes, bags. Any other ideas for pan-London materials?
• Local promotional activities – posters, displays, events, intranet ….
• Sharing of good practice across London
Targeted services
London Health Libraries
• Sharing of current awareness services
• Providing support to particular groups of staff, e.g. those working in primary care & public health, mental health …
Reaching out to new users
London Health Libraries
• Hard to reach groups, e.g. health managers
• Social care staff
• Patients and the public
Role of LHL Service Development Group
London Health Libraries
• To provide a co-ordinated approach to these issues across London, e.g. NSF
• To share good practice
• To take account of national initiatives and feed up information / views to the national Service Development Group