| A Provision of research
and reference services to Members and other clients |
1 To improve the nature
and the quality of the research and reference services
|
- Review operations and develop managerial plans
- Undertake continuous monitoring of information requests
lodged.
- Allocate requests to officers for action to meet deadlines
- Use standardised word-processing templates to ensure uniformity
of format for Research Reports, Research Notes, Reference
Notes, and Fax Messages.
- Depending on the nature of the information request, select
the appropriate form of response; namely:
- Quick-Reference -<10min
- Reference Note -> 10 min.
- Research Note -brief note
- Research Report -analysis
- Assist in ongoing updating of key reference resources
|
Director of Research
Director of Research
Principal Research Officer
Director of Research
Principal Research Officer
Research Officers
Reference Officers
Reference Officers
Research Officers |
Ongoing
Daily
Daily
Ongoing
Ongoing
Ongoing |
Client satisfaction indicated
by increased usage, by periodic general survey, and by client
testimonial
Client usage of information provided, demonstrated by its
parliamentary and representational application
Suitability of response type to particular request
>85% of jobs completed within realisable deadlines
Proportion of written responses meeting standards of readability,
analytical structure, and presentational format defined in
the Research Documentation Standards
Output quality and quantity related to available resources
Currency and accuracy of reference resources |
| |
2 To revise the Research Officer Manual
3 To monitor and evaluate the use and effectiveness
of the Internet as an information resource for meeting client
needs |
- Input details of information requests daily into the Enquiries
database to enable efficient monitoring of progress of responses
- Prepare weekly management statistics of workflow
trend in comparison with past data
- Maintain a daily perusal of journals and selection of
articles for bibliographic addition to a database
- Prepare subject analyses of research and reference enquiries
- Review and consolidate Reference Officers’ specialisation,
including increased responsibility for staffing Client Service
Desk and for answering reference requests
- Review of current Research Officer Manual to identify
areas in need of revision
- Conduct periodic reviews of Internet use
|
Research Clerk
Director of Research
Director of Research
Principal Research Officer
Research Officers
Director of Research
Reference Officers
Director of Research
Principal Research Officer
Research & Reference Officers
Principal Research Officer
Research & Reference Staff |
Daily
Weekly
Daily
Ongoing
Ongoing
August 1996
Current year |
Currency of data input into Research
Enquiries database
Detailed daily report of information requests lodged
Currency and validity of weekly management data
Regularity of journal article selection for database
Efficiency in operating Client Service Desk and quality of
reference response. Clients’ telephone calls answered promptly.
Currency, relevance, and accuracy of the R.O. Manual
Ease of access and relevance of information obtained |
| B Staff skill and knowledge
resources |
To further raise the Research
& Reference Officers skill resources available to meet
client's needs |
- Plan and conduct internal professional development courses
as appropriate
- Arrange for staff to attend external subject seminars
and skill courses
- Extend staff specialisation in defined subject areas
|
Director of Research
Principal Research Officer
Director of Research
Principal Research Officer
Director of Research |
Current year
Current year
Current year |
Staff participation in training
courses, resulting in improved competencies
Identification of suitable areas of specialisation for research
staff
Assessed operational effectiveness |
| C Non-Member client services |
To assist clients such as other
sections of the Parliamentary Library, other offices within
the Parliamentary Service, and other parliamentary and institutional
libraries |
- Assist in maintaining Library resources, assist staff
of other sections to access Library resources, provide counter
enquiry and loan issuing services, and process inter-library
loans
|
Principal Research Officer
Research & Reference Officers |
Ongoing |
Number of clients and their satisfaction
with the service provided |
