Never standing still: using evidence to improve visitors’ experiences at State Library of Queensland
Article
Article Title | Never standing still: using evidence to improve visitors’ experiences at State Library of Queensland |
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ERA Journal ID | 214022 |
Article Category | Article |
Authors | |
Author | Thorpe, Clare |
Journal Title | Qualitative and Quantitative Methods in Libraries |
Journal Citation | 5 (3), pp. 667-675 |
Number of Pages | 9 |
Year | 2016 |
Publisher | Association of Greek Librarians and Information Professionals |
Place of Publication | Athina, Greece |
ISSN | 2241-1925 |
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. |
Keywords | visitor experience, user experience, client service, library services, evidence based practice, customer service |
ANZSRC Field of Research 2020 | 461099. 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 Affiliations | State Library of Queensland, Australia |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q4q88/never-standing-still-using-evidence-to-improve-visitors-experiences-at-state-library-of-queensland
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