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Personalised service? Changing the role of the government librarian

Taylor, K. and Corrall, S. (2007) Personalised service? Changing the role of the government librarian. Journal of Information Science, 33 (3). pp. 298-314. ISSN 0165-5515


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Investigates the feasibility of personalised information service in a government department. A qualitative methodology explored stakeholder opinions on the remit, marketing, resourcing and measurement of the service. A questionnaire and interviews gathered experiences of personalised provision across the government sector. Potential users were similarly surveyed to discuss how the service could meet their needs. Data were analysed using coding techniques to identify emerging theory. Lessons learned from government librarians centred on clarifying requirements, balancing workloads and selective marketing. The user survey showed low usage and awareness of existing specialist services, but high levels of need and interest in services repackaged as a tailored offering. Fieldwork confirmed findings from the literature on the scope for adding value through information management advice, information skills training and substantive research assistance and the need to understand business processes and develop effective partnerships. Concluding recommendations focus on service definition, strategic marketing, resource utilisation and performance measurement.

Item Type: Article
Copyright, Publisher and Additional Information: This paper has been accepted for publication in Journal of Information Science and the final typeset version will be published in Journal of Information Science by SAGE Publications Ltd, all rights reserved. (c) CILIP. For more information please visit: http://jis.sagepub.co.uk
Keywords: government libraries, information work, personalised services, value-added services
Institution: The University of Sheffield
Academic Units: The University of Sheffield > Faculty of Social Sciences (Sheffield) > Information School (Sheffield)
Depositing User: Sheila Corrall
Date Deposited: 03 Aug 2006
Last Modified: 06 Jun 2014 03:34
Published Version: http://dx.doi.org/10.1177/0165551506070728
Status: Published
Publisher: SAGE Publications
Refereed: Yes
Identification Number: JIS-0398 DOI: 10.1177/0165551506070728
Related URLs:
URI: http://eprints.whiterose.ac.uk/id/eprint/1458

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