In a time of economic constraints this practical book gives ideas on how to ensure that your services are aligned with your user needs. It is not a magic bullet but it gives a wealth of practical how to ideas supported by numerous examples and an extensive reading list. The authors have once again presented management concepts and actions in a lively and accessible manner. Sheila Pantry and John Griffiths have collaborated extensively over the years. Sheila Pantry (www.sheilapantry.com) has been very proactive in developing and providing information services especially in the area of occupational safety and health, currently managing and independent information consultancy and electronic publishing business. John Griffiths is also an independent information specialist but has long worked in the civil service in the UK and was previously Head of Information at the Home Office. Their intimate ongoing connection with the LIS profession, and their leadership role within the profession is apparent in the information and examples provided. The book is aimed at all LIS's from the small special libraries to national libraries to “encourage all information workers to constantly think outside of the LIS box”, to stay ahead of the game. Drawing from many recent reports and studies the authors strive to address the issue of the trend of the lessening importance of libraries and information services by the decoupling of the LIS from the user and the publisher, urging the Library profession to turn from content orientation to a user‐facing outcome focussed perspective. This book is a “must read” as it provides much food for thought, actions to take, acknowledging that there are many issues but there are also exciting opportunities in giving the users the LIS services they want. It is a type of book that is very easy not to read to the end as so many ideas on how to apply what is written or to further investigate causes the reader to stop. The best way to read this book is to make brief notes to follow up later.
The book consists of nine short chapters of information and ideas supported by an extensive reading list and further references with a clearly summary at the end of each chapter. The first chapter summaries the whole book which is good to reread as you will find yourself reflecting on how well you think you know your users and how you can best serve them. Chapter 2 is about understanding who your users are, especially in rapidly changing work environments, including social, geographic and political aspects. The authors constantly remind the reader to not forget that those who we report to are in an oblique way our users and that we must meet their requirements as well. Before embarking on changing or adding new services, we are urged to record the current situation through conducting an information audit, and be ready to do it again as the environment we work in is not static. This book does not deal in the specifics of carrying out an information audit or the how to manage the risks of an audit being “one survey too many”.
Chapter 3 asks the question what is our current knowledge about our users, giving ideas on how to categorise our users and how do we meet the requirements of users, including those who are not in direct contact with the LIS. The results of a study show there are generally two different types of searching behaviours in a digital environment is briefly mentioned which could possibly have a significant impact on the services provided. The authors challenge the concept of “the one size service no longer fits all”. The next Chapter looks at user expectations and the difficulty of determining them especially as users become more remote by using e‐services directly without contact with LIS professionals. They also look at the issue of the consequences of users by‐passing the LIS and going directly to information sources, resulting either in greater expense or accessing a less expansive range of information than what is offered by the LIS. As new technologies are introduced levels of user expectations change. Often the services that are offered are undervalued or unrecognised, and may be under‐utilised through inadequate training and marketing. Chapter 5 takes a historical look at what we know as to help ascertain how LIS services are used. A strong caveat is given about interpreting historical trends correctly and urges for the need to understand the circumstances/environment of the times. An example is given (p. 71) of a decade of UK Government Libraries statistics, which if the circumstances behind the reporting were not known would give the false conclusion of an immense downward trend in the use of the libraries. But all the analysis in the world of library usage and user expectations will not be of benefit unless the findings are incorporated into the strategic short‐term, and long‐term planning of the LIS (and also within the overall organisation), which is addressed in Chapter 6. It is up to LIS professionals within an organisation to make sure that the parent organisation recognises the importance of LIS to the business of the organisation. The next chapter reiterates, and expands on reviewing users' information needs and building and maintaining customer loyalty. Reputation management is also seen as a tool for LIS professionals in making LIS's integral of organisations. Chapter 8 looks at how the LIS professional can keep on the cutting edge which involves anticipating users' expectations and staying ahead of the competition, by networking with users, other professionals and suppliers (see also Appendix 2, Where to go for further information). The authors urge LIS professionals to thinking differently when developing responses to users needs to enable the services to stay at the forefront. The final chapter is both reflective and challenging about the development of the profession and professionals.
This book is not a step‐by‐step guide to identifying and meeting user expectations, it is a book which is thought provoking and lays the foundation for LIS professionals to adjust their thinking and practices to assist the LIS to be in a position for optimal performance in meeting user expectations.
