this is a regularly
updated snapshot of who is staffing the rota for the coming months.
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Management reports, these
include service stats (links to reports)
the Quality Panel is a group of 10 participating members of the Enquire service, who remain anonymous to the rest of the service. They carry out periodic reviews of static transcripts, also live transcripts via lurking and secret shopping. Transcripts from the individual panel members are collated and a snapshot report is produced for dissemination at the annual Libraries Advisory.
the group consists of
the service stakeholders: participating library individuals, MLA and OCLC
representation. A short summary will be prepared by MLA for
dissemination at SCL meetings.
Libraries Advisory Meetings
(what they are and why we do them)
Participaring library services make up membership of the Libraries Advisory Group, which has responsibility for service review including quality assurance, procurement review, and policy formulation of the service. The Libraries Advisory Group meet annually to review the service to date and discuss the future and best practice. It is also an opportuity for library staff to meet their virtual colleagues.
Staff Awards - authorities submit examples of best practice for review and also the Quality Panel put forward best practice examples they too have come across during review. These transcripts are assessed and one transcript is chosen for an award, given out at the Libraries Advisory.
Virtual Reference Overview
Days (links to presentations)
several overview
sessions have been conducted and are organised on an adhoc basis. Content
covered includes - customer service, etiquette, quality, effective
searching. Some of the content from these sessions has been
incorporated into the Enquire Training Manual.
Service Report 7 May 2008