Never standing still: using evidence to improve visitors’ experiences at State Library of Queensland

Article

Thorpe, Clare. 2016. "Never standing still: using evidence to improve visitors’ experiences at State Library of Queensland." Qualitative and Quantitative Methods in Libraries. 5 (3), pp. 667-675.
Article Title

Never standing still: using evidence to improve visitors’ experiences at State Library of Queensland

ERA Journal ID214022
Article CategoryArticle
Authors
AuthorThorpe, Clare
Journal TitleQualitative and Quantitative Methods in Libraries
Journal Citation5 (3), pp. 667-675
Number of Pages9
Year2016
PublisherAssociation of Greek Librarians and Information Professionals
Place of PublicationAthina, Greece
ISSN2241-1925
Web Address (URL)http://qqml-journal.net/index.php/qqml/article/view/350
Abstract

State Library of Queensland (SLQ) provides free access to information and services for all Queenslanders, as well as fulfilling the role of primary collector of Queensland’s document heritage. The Visitor Experience team leads the organisation in this goal, working to promote and nurture a positive and engaging experience for all visitors to State Library, regardless of whether people visit us in person, via our telephone service, website or social media channels. To do this, we gather, interpret and apply a range of quantitative and qualitative data sets, using evidence to inform decision making in service innovation. This case study will examine a selection of these data sources to demonstrate how SLQ responds to the evidence to create an agile, continuously improving service. By investing in data collection and analysis, SLQ’s Visitor Experience team is able to respond in a timely and appropriate manner to the rapidly changing needs and expectations of our visitors.

Keywordsvisitor experience, user experience, client service, library services, evidence based practice, customer service
ANZSRC Field of Research 2020461099. Library and information studies not elsewhere classified
461006. Library studies
Public Notes

File reproduced in accordance with the copyright policy of the publisher/author.

Byline AffiliationsState Library of Queensland, Australia
Institution of OriginUniversity of Southern Queensland
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