National Library of Australia

Annual Report 2004

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OUTPUT 1.2—INFORMATION SERVICES

Output Description

Information services, providing access to the Library’s collections and other documentary resources, are delivered nationally and internationally.

Performance—Outputs

Effectiveness

Comments on Performance—Effectiveness

The percentage of requests for collection items met was below target but higher than in previous years, due to ongoing collection maintenance activities resulting in improved stock control.

Quality

Comments on Performance—Quality

This measure reports on two services: information services provided on-site to users in the reading rooms; and those provided by interlibrary loan and through the Copies Direct service, primarily to individual users off-site.

The Library undertakes regular surveys of user satisfaction with information services provided. The latest survey of users in the reading rooms was undertaken in May last year and showed that overall there are very high levels of user satisfaction, with 96 per cent of users satisfied and 67 per cent very satisfied.

A survey of users of the interlibrary loan and Copies Direct services, which enables individuals to order copies of material from the collection, was undertaken in April this year. Eighty-nine per cent of individuals using the Copies Direct service were either satisfied or very satisfied and valued a speedy service delivering electronic copies to their desktop.

Libraries using the interlibrary loan service had a satisfaction rate of 80 per cent. This represents a decrease in satisfaction from the previous survey, undertaken in 2000, which reported 99 per cent satisfaction. However, it should be noted that there was a change in the methodology, with a new option, neither satisfied nor dissatisfied, provided in the 2004 survey. In addition, survey responses indicated that users now want material delivered to them immediately. This is consistent with user preference for instant access to online information.

Quantity

Comments on Performance—Quantity

This measure includes reference questions answered, delivery of collection materials to users and use of electronic collection resources on-site and off-site. The target was exceeded because of the significant increase in access to digital collection materials, including digitised manuscripts, maps, pictures and sheet music, PANDORA: Australia’s Web Archive and electronic journal sets. Apart from increased demand from users, the Library’s website is being indexed by search engines such as Google and Yahoo, making it more difficult to accurately predict usage.

Price

Key Issues and Developments

User Satisfaction Survey

Quantitative research used in past evaluations has revealed very high user satisfaction rates. The most recent evaluation methodology included qualitative research to explore user behaviour, needs and attitudes. The survey revealed that users have welcomed the development of online collections and services which enable them to function more independently. Library clients make frequent use of the Library, with 73 per cent using the Library once a fortnight or more. Seventy-one per cent of users access the Library from off-site locations but, of these respondents, 65 per cent report the frequency of their on-site visits has not changed and 32 per cent say they visit more often. The Library is perceived as having a unique culture where scholarship is supported and users feel welcomed, valued and enriched. The range and depth of the collection, knowledgeable staff and facilities such as pleasant reading rooms are also valued.

Photocopying and microform reader/printer services were the areas most highlighted as in need of improvement. New photocopiers were installed in all reading rooms in March and a procurement process for new microform equipment has begun.

Virtual Reference Services

AskNow, the online interactive reference service operating in collaboration with the state and territory libraries, received over 31 000 enquiries. An evaluation of this pilot service, which began in August 2002, showed that it is used by all age groups from metropolitan and regional areas throughout Australia. Over 70 per cent of users rated the service excellent or very good. The pilot also provided an opportunity to test the potential for participation by selected public libraries, the National Library of New Zealand and the National Library Board of Singapore. In March, the Council of Australian State Libraries approved the establishment of AskNow as a permanent service.

The implementation of this new mode of reference service delivery contributed to an increase in off-site enquiries to the Library. In some months AskNow enquiries exceeded the number of enquiries received by email.

Providing Access to the Collections

The online South Seas Companion, an outcome of four years of collaboration with the Centre for Cross Cultural Research at the Australian National University, assisted by a grant from the Australian Research Council, was made available on the Library’s website early in the year. South Seas is an online scholarly publication relating to Cook’s first Pacific voyage of discovery and includes the full text of manuscript journals, published accounts and images from the Library’s collections of historical maps and pictures. It is an example of innovative scholarship using web technology to showcase the Library’s rich collections in new ways and to establish relationships between historical information sources.

The Australia Dancing web portal is now a fully operational service and in 2003 its authoritative content on dance resources, companies, dancers and choreographers was doubled. The service significantly improves visibility of the Library’s outstanding dance heritage collections and is leading to the acquisition of significant additional collections including photographs, oral history interviews, manuscript collections, notated scores and ephemera.

The Copies Direct service, implemented in November 2002, enables individuals to order online, for a fee, copies of material in the Library’s collection. With the implementation of the new catalogue in December 2003 users can now order copies directly from their catalogue search.