How to determine whether the entire search process, starting with the initial interview, can or should be improved.
Hi Helen, I think the answer is to ask the clients how they experienced the process and the value of the search results to them. After all its all about delivery in the end. Moving into Health Librarianship from Higher Education I have noticed a shift from Customer Satisfaction (HE) to Impact (Health Librarianship). There are a whole series of tools here [ http://www.libraryservices.nhs.uk/forlibrarystaff/impactassessment/ ].
Thank you Matt. I hear what you're saying and it's an interesting thought. We did carry out a customer satisfaction survey early on, and the response was positive but gave us very little in-depth knowledge on which to build the service. Our impact audit provided both us and the clients with a keener awareness of how/where/when and why the library can assist them in achieving best quality patient care. As with the rest of the organisation the library aims have to align with the overall objectives and mission and this is what we do have to measure.
Thanks for that link, that's an excellent resource.
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