40th Annual Report 19992000Report on OperationsOutput Group 1. The Collection |
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This is the second year the Library has reported on performance against output targets, and on the contributions of outputs in achieving the Library's overall outcome.
The Library specified seven outputs, grouped into three output groups, described in accordance with the Department of Finance and Administration guidelines Specifying Outcomes and Outputs.
Both quantitative and qualitative performance information is used to measure the quantity, quality and effectiveness of each output. Unit costs have been provided.
For each output, the performance reporting is organised into:
Cornelius Danckerts
(16031656)A comprehensive collection of Australian library material and a selection of non-Australian publications supporting the study of Australia and its place in the world are collected, organised and preserved by the Library for current and future access.
Output 1.1 Collection development and description
Output 1.2 Collection maintenance
Australians have access, through the National Library of Australia, to a comprehensive collection of Australian library materials and to international documentary resources.
Performance targets
Quantity
A total of 552 000 collection items acquired and/or processed, broken down as follows:
Altogether 77 863 new collection items were acquired, which is 13 per cent under the target figure. The shortfall is attributable to the target for map acquisitions, which was set at an unrealistic level based on an exceptionally high number of map donations in the two previous years. The total number of Australian printed books and serials acquired was ahead of target. Acquisition of pictorial, manuscript and oral history materials was on target.
The number of serial issues received and checked in was 6 per cent ahead of target and the check-in of serial issues was kept up-to-date.
A total of 85 419 catalogue records and 16 564 index entries were created, meeting the target figure. This is the highest cataloguing figure for several years, and reflects priority given to improving access to collections.

| 199798 | 199899 | 199900 | |
| Australian | 87 602 1 | 53 807 | 53 718 |
| Overseas | 24 367 | 28 610 | 24 145 |
| TOTAL | 111 969 | 82 417 | 77 863 |
| 1 Figure reflects unusually high level of map donations and acquisitions of photographs. | |||

| 199798 | 199899 | 199900 | |
| Australian | 50 068 | 47 414 | 47 911 |
| Overseas | 31 263 | 25 477 | 37 508 |
| TOTAL | 81 331 | 72 891 | 85 419 |
Quality
The Library uses agents to acquire overseas publications for its collections. The performance of these agents is assessed regularly to ensure that items are acquired in accordance with the Library's Collection Development Policy. Only items which meet the policy are taken into the collection, with the others returned to the agent. The acquisition target was met for overseas publications, with 98.8 per cent of items acquired by agents being in accordance with the Collection Development Policy.
All Australian items are assessed for eligibility against Collection Development Policy guidelines before they are acquired through legal deposit, gift, donation or purchase.
The processing target was exceeded, with 99.5 per cent of items checked in, catalogued or indexed within set standards and timeframes.
Price
The unit price per collection item acquired and processed was $39.80.
| 199798 | 199899 | 199900 2 | |
| Australian | $1 558 000 | $2 236 000 | $2 318 000 |
| Overseas | $2 966 000 | $3 470 000 | $3 309 000 |
| TOTAL | $4 524 000 | $5 706 000 | $5 627 000 |
| 2 Represented here in cash terms for comparative purposes. | |||
Effectiveness indicators
Australian publishers are required by law to deposit a copy of each Australian publication with the Library. As the Library aims to collect Australian published material comprehensively within the parameters of the Collection Development Policy, any items not received automatically were claimed from publishers to ensure all relevant items are collected. The collecting target for Australian published material received was exceeded slightly, with 87 per cent of eligible Australian publications received without requiring follow-up action.
The cataloguing target was exceeded. The Library provides online catalogue access to 100 per cent of its new acquisitions. In addition, the Library has a program to convert older acquisitions to online access, with the result that 78.1 per cent of the Library's total collection is now in the online catalogue.
Significant Australiana acquisitions
The Library continued to acquire a wide range of significant Australiana acquisitions. Notable acquisitions this year include:
Collection evaluation and development
The following collecting issues were addressed during the year:
Australian library materials and highly significant non-Australian publications are maintained to ensure they are available for current and future use. Other materials are maintained in a useable condition for as long as practicable.
Performance targets
Quantity
The Library stored and maintained 21 726 square metres of collections.
The number of collection items receiving preservation treatment (107 549 items) exceeded the target by 79 per cent, as opportunities were taken to place more items in protective covers.
Quality
The Library met its security standards for all 21 726 square metres of collection stored. The Library also aims to store all collections in suitable environmental conditions; the target figure of 90 per cent reflected expectations about what could be achieved with existing airconditioning systems. In fact, 93 per cent of collection storage met the Library's standards for environmental conditions, with the increase due to improvements in monitoring, humidity control and collection packaging in targeted areas.
Of a total of 4910 highly significant collection items that were identified as needing preservation attention, 80 per cent (3928 items) were treated, meeting the target. The remaining items are programmed for treatment.
During the year, 100 per cent of items were treated within service standard timeframes.
Price
The unit price per square metre of collection stored and maintained was $161.53.
Effectiveness indicator
The Library undertakes systematic assessment of the condition of the collections, to identify the percentage of materials requiring treatment. This year the Library conducted surveys of manuscript collections and Australian pamphlets, and 10 per cent of material surveyed was found to require some kind of preservation treatment within the next decade. In most cases treatment will be preventive in nature, and will consist of placing materials in protective covers. This result is 5 per cent below target, reflecting the inherently more vulnerable nature of the pamphlet and manuscript materials, compared with general collections. Treatment programs have commenced to provide protective covers for collection items as required.
Digital preservation
Collection preservation and maintenance
To provide the broadest possible access
Information and cultural services, providing access to the Library's collections and other documentary resources, are delivered nationally and internationally.
Output 2.1 Reference services
Output 2.2 Collection delivery
Output 2.3 Public programs
Professional advice, assistance and facilities are provided that meet the information and document needs of the Library's users.
Performance targets
Quantity
The Library provided 117 864 users with reference services on-site or in response to requests received from off-site users. The Main and Newspaper Reading Rooms showed a decline in demand from on-site users of 3.75 per cent and 34.8 per cent respectively. This decline was, however, balanced by a 51.7 per cent increase in demand for reference services via the Internet, fax and letters. Demand for reference services in specialised reading rooms also increased, eg. 39.4 per cent in the Pictorial Reading Room and 20 per cent in the Asian Reading Room.
Quality
A survey of users of the Library's reading rooms and telephone enquiry service undertaken in March and April 2000 showed that 96 per cent of primary users were satisfied or very satisfied with reference services, including staff assistance, catalogues, guides to the collection and subject information.
Of the written reference enquiries received, 90 per cent were completed within the target five days. Further, 99 per cent of complex enquiries were completed within the service standard of 28 days. Of the reference enquires received by telephone, 99 per cent were answered within the service standard of 48 hours. Completion times for the remaining complex enquiries were negotiated to the satisfaction of the users. A total of 98 per cent of research enquires received by post, fax, or email were answered within the service standard of 28 days.
Price
The unit price per user provided with reference service was $67.30.
Effectiveness indicator
The user survey found that 97 per cent of respondents were satisfied that their information needs were being met. Tools to increase effective access to information on the Library's collections were rated highly. In all, 94 per cent of respondents ranked the Library's catalogues as very good or good, with the guides to the collection rated as good or very good by 85 per cent of respondents.
Developments in information technology
Developments in information technology have profoundly affected the provision of reference services in recent years. The use of the Internet for communications, information delivery and access to an expanding range of information sources provides new opportunities and many challenges. This year has been important for the Library in meeting these challenges, with major advances made in the delivery of greater electronic access for readers in all reading rooms and increasing use of the Library's reference services through electronic means (web form and emails) by the Library's users. This has been achieved while maintaining a high level of user satisfaction with traditional reference services.
Review of reference services
A review of reference services, undertaken last year, made key recommendations concerning the development of electronic reference services, services to off-site users, improvement in staff skills, and collaboration with other libraries on reference services. Considerable progress has been made implementing these recommendations. There has been an extensive training program for all staff and a corresponding increase in user satisfaction. In 1998, 88 per cent of users were satisfied with staff approachability; this increased to 100 per cent in the 2000 survey. Overall user satisfaction increased from 94 per cent in 1998 to 96 per cent in 2000.
There has been a 52 per cent increase in demand for reference services from off-site users. Most of these requests are received via email and web form, rather than fax, telephone or letter. Email-mediated reference services are now provided six days a week following the introduction of more flexible working hours.
Digital reference services
Developments in technology are challenging libraries to meet the information needs of users who use reference services electronically. The Library has joined with nine major libraries to pilot a Collaborative Digital Reference Service. The participants (eight from the United States of America, the National Libraries of Canada and Australia) are testing the provision of high quality reference services to users any time, anywhere, through an international collaborative digital network.
Australian library materials and other documentary resources are delivered to on-site and remote users through the Library's reading rooms, through interlibrary loan and document delivery and through the reproduction of items from the Library's collections.
Quantity
A total of 509 700 collection items delivered to Library users, broken down as follows:
A total of 626 909 items were delivered from the collection in response to requests, comprising 21 022 interlibrary loans, 47 024 interlibrary copies, 369 912 items delivered to reading rooms and 6202 photographic reproductions. Cinemedia, the contracted supplier for the delivery of films and videos, supplied 7254 films and videos. Items delivered to reading rooms (printed materials, pictures, manuscripts, maps and oral history recordings) were 11 per cent below target. However, the use of electronic resources was above target, with 163 255 sessions of access by users to networked CD-ROMs and electronic publications available from computers in the reading rooms, a 67 per cent increase on last year. Taking electronic access into account, overall use of the collection is 23 per cent above target.
Altogether, 12 240 collection items were digitised for access through the Library's web site.
Quality
The Service Charter standard for delivery of books and serials stored on-site is thirty minutes. For materials stored in off-site repositories the standard is two hours. Client surveys show that 88 per cent of users are satisfied with the service level for collection material stored on-site and 83 per cent of users are satisfied with the service level for collection material stored off-site. Overall satisfaction with retrieval services was 96 per cent. This year a new methodology was implemented for measuring collection delivery, which showed that 89 per cent of materials stored on-site and 100 per cent of off-site materials were delivered within the service standard. Although delivery of on-site material is below target, the new methodology is more reliable and will allow continuous improvement through analysis of requests that fall outside the standard.
One hundred per cent of surveyed interlibrary loan service users were satisfied with the service provided. Ninety-five per cent of interlibrary loans and copies were dispatched within four days, the standard specified in the Service Charter.
A survey of Cinemedia users showed a 96 per cent satisfaction rate with overall performance in delivering the Library's film and video collection.
Price
The unit price per collection item delivered to Library users was $285.59. Without the Capital Use Charge, the unit cost was $31.63.
Effectiveness indicator
Some 90 per cent of requests for collection items delivered through the Library's Main Reading Room were met, which is consistent with past performance. Material on loan to other readers represented the largest proportion of requests that were not met.
A total of 81 per cent of requests for collection items through interlibrary loan were met, an improvement of 1 per cent on the previous year. Inability to supply requested items is due to several factors: the items are not held, the items are already on loan, and the items are not available for use outside the National Library for reasons such as their condition and rarity.
Patterns of use
Usage patterns are changing as traditional collections are digitised and more electronic information resources are available. Advanced researchers continue to make greater use of unique collection materials. Some key trends include:
Performance improvement
The Library made considerable progress in planning for the implementation of automated stack call slip printing. This service will be available in late 2000 and will enable users to electronically lodge their request slips direct to stacks, saving time and reducing transcription errors on handwritten slips.
To assess the effectiveness of current stack retrieval, the Library benchmarked its performance using a methodology developed by the Council of Australian State Libraries. The Library's performance was found to be equal to or better than comparable State libraries on all indicators except hours of opening for stack retrieval. These will be reviewed next year. The National Library outperformed all State libraries on the average number of items retrieved per stack staff member per hour. The benchmarking study also demonstrated that the introduction of new flexible working arrangements this year has led to increased efficiencies.
Outsourced arrangements for the Film and Video Lending Service to Cinemedia were reviewed and found to be operating satisfactorily.
Internet access and digitisation
The Library's web site continued to receive heavy usage. More accurate monitoring of use is possible since the implementation of Webtrends software in January 2000. The total number of user sessions in the last six months was 1 251 962.
Several initiatives were undertaken to increase digital access to the Library's collections. The digitisation policy was revised after an environmental scan of collection digitisation activities in the National Library and other cultural institutions. A review of the digitisation of pictorial collection items was completed and proposals to digitise significant manuscript and pictorial collections developed. A pilot rare maps digitisation project has led to the development of a methodology for the systematic digitisation of rare maps to begin next year.
Performance artists Living Statues brought print to life at the
launch of theThe Library and its collections and services are promoted, interpreted and made accessible to a range of targeted audiences, including visitors to the Library and the general public.
Performance targets
Quantity
All targets were exceeded. A total of 221 030 people attended National Library exhibitions during the year. Of these, 87 530 people attended the Library's three major on-site exhibitions, a similar number to the previous year. Some 133 500 people visited the Library's travelling exhibitions at six locations, an increase of 64 per cent over the previous year.
In all, 66 351 people participated in public outreach programs, an increase of 69 per cent on the previous year. The significant increase is attributed to several factors: improved advertising of programs, development of the volunteer guided tours of exhibitions, and an increased number of programs held.
During the year the Library released 96 publications and merchandise items, exceeding the target of 80. This increase was largely due to a greater than anticipated demand for corporate products and the business decision to increase the range of merchandise items. Nine trade publications, 37 general/corporate items, three periodicals in 30 issues, and 47 products and merchandise items were produced.
Quality
Visitor satisfaction was measured at selected events during the year with satisfaction levels above 90 per cent.
Exhibition venue reports consistently rated the Library's exhibitions as excellent. Response rates were low to retailer surveys, but those received indicated a high level of satisfaction with products and services.
A total of 71 per cent of trade publications were reviewed, with 100 per cent of these reviews reflecting a good standard of research and production.
Price
The unit price per user visitor to exhibitions was $8.89.
The unit price per participant in public outreach activities was $24.59.
The unit price per new publication/merchandise item was $35 410.25.
Effectiveness indicator
Altogether, 95 per cent of visitors at surveyed events indicated that they felt better informed about the Library as a result of their participation.
The Library won two awards: the Heritage and Cultural Tourism (ACT) Award which gave the Library a place as a finalist in the 1999 Australian Tourism Awards; and, 'Interface Designer of the Year' at the Australian Interactive Multimedia Industry Association's annual awards.
Following review of performance in public programs, a number of initiatives were set in train:
Collaborative projects and services, leading to improved national access to documentary resources, are delivered to the Australian library community.
Output 3.1 Resource sharing services
Output 3.2 Collaborative library projects
Provision to the library community of services which support the sharing of resources and which facilitate access to the information resources of Australian libraries.

Performance targets
Quantity
The growth of holdings on online databases is a critical issue for resource sharing services: their effectiveness depends on timely and complete reporting of holdings by Australian libraries. In the first year of Kinetica's operation, 1.49 million holdings were added to the National Bibliographic Database and the National Chinese, Japanese and Korean Database.
Holdings are added in two ways: libraries can add them online in real time, or offline by extracting data from local systems and sending periodic batches of data. Many large libraries decided to move to offline contribution with the introduction of Kinetica. There have been delays in offline contribution which has affected the holdings target. The increase in the rate of offline contribution in the second half of the year indicates an improving trend.
Searches of resource sharing databases amounted to 6.079 million. The target of nine million was an overestimated figure based on experience with the searching model of a previous systemthe Australian Bibliographic Network. The target has been changed for next year to reflect the first year of Kinetica operation. Two particular factors have been taken into account in establishing a more accurate target: the availability of individual library catalogues on the Internet has provided an alternative for libraries to searching on Kinetica for bibliographic and holdings data, and there has been a reduction in the amount of online cataloguing from some large university libraries.
Quality
Kinetica search and cataloguing services were delivered within contracted service levels on average 98 per cent of the operational hours of the services.
A user survey produced the following results:
In 90 per cent of cases, offline data contributions were loaded promptly to resource sharing databases, meeting the target of five working days; the remainder was loaded within seven to nine days of receipt. The delays were in part due to system upgrades absorbing processing time. The Library is working to improve this performance.
Price
The unit price per search on online databases was $1.65.
Effectiveness indicator
Altogether, 92 per cent of stakeholders were partially to very satisfied with resource sharing services in this area. Stakeholders commented on the importance of the service for Australian libraries.
The implementation of Kinetica was completed during the year, becoming fully operational in October 1999, with the implementation of Kinetica Document Delivery. During the year major upgrades to all the components of Kinetica were installed, fixing minor software deficiencies.
The introduction of the Kinetica service saw a high level of customer retention. During the year, 94 new libraries joined the Kinetica Document Delivery System.
In line with the Library's aim to deliver services directly to individuals, initial steps have been taken to extend the use of Kinetica's web interface to users of Kinetica customer libraries. An expert advisory group was convened during the year to advise the Library on changes to the search interface, which would make it more attractive to other groups, such as academic staff. This advice is being used to determine priorities for proposed enhancements to the Kinetica web interface. A number of libraries conducted trials with their customers to assess the level of interest within their user community, and developed documentation to assist their customers to search the Kinetica web site. A trial at La Trobe University revealed high acceptance of the service by academic staff.
Kinetica negotiated business arrangements with three key international library services in order to provide additional services for Kinetica customers. Business agreements have been reached with OCLC and the Research Libraries Group, the two leading global cooperative bibliographic agencies, to facilitate access by Kinetica customers to additional bibliographic data and services. An arrangement has been concluded with the British Library to allow Kinetica customer libraries to access the British Library's Inside Web service to obtain documents for a discounted fee.
Of those surveyed who expressed satisfaction with the Kinetica service, approximately one-third indicated partial satisfaction. This result reflects implementation issues and the need to make some software changes to provide a higher level of satisfaction with the overall service. The Library is responding to customer feedback by addressing issues raised in the survey.
The implementation of the Kinetica service commenced in early 1997. While there appears to be a strong medium-term need for such a centralised service, it is necessary to review the long-term need for the service. A review will take place next year, taking into account trends in the information environment and Australian library operations.
Advcie on operations and future directions of the service is provided by the Kinetica Avisory Committee. Its terms of reference and membership is provided at Appendix 2.
National Chinese, Japanese and Korean Service (CJK)
The major users of the service continue a high level of contribution to what is primarily a scholarly resource. Anticipating the forthcoming move of CJK libraries worldwide to Pinyin romanisation, the migration of the National CJK service to Pinyin was completed in January. The Library has made its Wade-Giles to Pinyin conversion program available freely to all libraries via the Internet.
Register of Australian Archives and Manuscripts (RAAM)
A total of 3286 new contributions were received, bringing the number of collections on RAAM to over 33 000. Some of the important new contributions to RAAM came from the Mortlock Library of South Australia; Fryer Library, University of Queensland; La Trobe Library, State Library of Victoria; and the Lu Rees Archives, University of Canberra. RAAM was successfully migrated to new software enabling direct online input via the web, and improved database searching capabilities.
Among the collaborative
library projects undertaken wasDelivery of improvements to the Australian library and information network through collaborative policy, standards and information access projects.
Performance targets
Quantity
Ten national infrastructure projects were undertaken or forums convened in the interests of improving the performance of the Australian library system. The projects included:
Quality
As part of a rolling program of evaluation, the Australian Libraries Gateway service was evaluated during the year. Some 150 stakeholders and a random sample of 200 libraries were surveyed. The key finding from this evaluation was: 96 per cent of respondents were satisfied or highly satisfied overall with the Australian Libraries Gateway, while the remaining 4 per cent were partially satisfied.
Price
The average cost per national infrastructure project/forum was $127 941.39.
Effectiveness indicator
Altogether, 91 per cent of respondents indicated that the Australian Libraries Gateway was a very effective service for improving access to information about the products and services of Australian libraries. This represents a high level of support for the service within the Australian library sector.
Improvements to Australian library collections
The key national infrastructure issue for the Library during the year was developing a deeper understanding of the wide range of issues impacting on the Australian research library system. To achieve this objective, the Library has continued to work closely with the representatives of both the research user communities and research libraries, through the Australian Library Collections Task Force. Through this body the Library has undertaken a number of projects which have led to more detailed understanding of these issues and provided the foundation for the development of a number of cooperative strategies to improve the quality of the Australian research library system.
Support for regional library services
The Library continued its program of support for libraries in the Southeast Asia and Pacific regions under its Regional Cooperation Program. This program offers targeted support such as book placement programs, and funding for training and essential equipment.
The Library also moved to increase its support for preservation activities in the region under the auspices of the International Federation of Library Associations Preservation and Conservation program.
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