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

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. ISSN 2241-1925

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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.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: No
Item Status: Live Archive
Additional Information: Published version deposited in accordance with the copyright policy of the publisher.
Faculty / Department / School: Current - Division of Academic Services - Library
Date Deposited: 27 Apr 2018 00:14
Last Modified: 03 Sep 2018 04:57
Uncontrolled Keywords: visitor experience, user experience, client service, library services, evidence based practice, customer service
Fields of Research : 08 Information and Computing Sciences > 0807 Library and Information Studies > 080799 Library and Information Studies not elsewhere classified
08 Information and Computing Sciences > 0807 Library and Information Studies > 080706 Librarianship
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8903 Information Services > 890399 Information Services not elsewhere classified
URI: http://eprints.usq.edu.au/id/eprint/34051

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