London Health Libraries

Induction & Update Morning

SERVICE DEVELOPMENT

Richard Osborn

London Health Libraries

What do we mean by ”service development”

Developing the services offered by our libraries to ensure they meet the needs of existing customers, potential new customers and the

organisations those libraries serve

London Health Libraries

Key areas

• Quality & standards

• Assessing impact of services

• Marketing & promotion

• Targeted services

• Reaching out to new users

London Health Libraries

Quality and standards

National Service Framework for Quality Improvement

• 5 pilots in London in early 2009• baseline assessment of all services by 30th April 2009

• pilots will inform how NSF is implemented from 2009-2010

London Health Libraries

Assessing impact of services• User feedback is essential to develop

services appropriate to the needs of users and aligned to the core business of organisations

• User surveys / questionnaires / usage statistics …

• Development of Alignment Toolkit – to be launched on 22nd October

London Health Libraries

Marketing and Promotion

London Health Libraries

• Promotional materials – pens, post-it notes, bags. Any other ideas for pan-London materials?

• Local promotional activities – posters, displays, events, intranet ….

• Sharing of good practice across London

Targeted services

London Health Libraries

• Sharing of current awareness services

• Providing support to particular groups of staff, e.g. those working in primary care & public health, mental health …

Reaching out to new users

London Health Libraries

• Hard to reach groups, e.g. health managers

• Social care staff

• Patients and the public

Role of LHL Service Development Group

London Health Libraries

• To provide a co-ordinated approach to these issues across London, e.g. NSF

• To share good practice

• To take account of national initiatives and feed up information / views to the national Service Development Group