NWAS LIS Annual Review 2012/13

NWAS LIS Annual

Review 2012/13

Draft for comment 22 April 2013

Revised Version 23 April 2013

NWAS LIS – April 2013 –Version 1.0 Page 1

Table of Contents

1. Introduction .................................................................................................................................... 2

2. Background ..................................................................................................................................... 2

3. Library Activity ................................................................................................................................ 3

About Benchmarks .............................................................................................................................. 3

Inter-Library Loans [ILLs] ..................................................................................................................... 3

Enquiries ............................................................................................................................................. 3

Athens Usage ...................................................................................................................................... 3

Registered OpenAthens Users ............................................................................................................ 3

4. Progress against Year One Action Plan 2012/2013......................................................................... 4

5. Measuring the Impact of NWAS LIS 2012/13 ................................................................................. 5

6. NWAS LIS User Survey and User Community Review 2012/13 ...................................................... 6

Which Region are you from? .............................................................................................................. 6

What is your role? ............................................................................................................................... 6

Which area do you work in? ............................................................................................................... 6

My enquiry relates to … ...................................................................................................................... 7

7. Performance Measures ................................................................................................................... 7

8. Other NWAS LIS activity .................................................................................................................. 8

Library Strategy ................................................................................................................................... 8

Library Quality Assessment Framework [LQAF] 2012......................................................................... 8

Investors in People [IiP] Gold Award Final Report .............................................................................. 8

Publications ......................................................................................................................................... 8

9. Summary ......................................................................................................................................... 8

10. References .................................................................................................................................. 9

Appendix 1. NWAS LIS Action Plan 2012/13 detailed summary ........................................................... 10

Accessible and Innovative ................................................................................................................. 10

Quality First: Providing Quality and Performance ............................................................................ 10

Library and Information Services ...................................................................................................... 11

Knowledge Management: Right Information, Right Time ................................................................ 11

Information Literacy and Critical Appraisal ...................................................................................... 11

Partnership ........................................................................................................................................ 12

Communicating with Users: Marketing & Communications ............................................................ 12

Appendix 2. NWAS LIS Action Plan 2013/14 ......................................................................................... 13

Accessible and Innovative [1] ........................................................................................................... 13

Quality First: Proving Quality and Performance [2] .......................................................................... 13

Library and Information Services [3] ................................................................................................. 13

Knowledge Management: Right Information, Right Time [4] ........................................................... 13

Information Literacy and Critical Appraisal [5] ................................................................................. 13

Partnership [6] .................................................................................................................................. 13

Communicating with Users: Marketing & Communications [7] ....................................................... 13

Appendix 3. NWAS LIS User Profile, 2012/15 Recommendations and Actions .................................... 14

Appendix 4. Performance Measures Summary .................................................................................... 15

Appendix 5. Indicative Library Dashboard [February 2013] ................................................................. 16


1. Introduction

This Fourth Annual Review of the NWAS Library & Information Service [NWAS LIS]

presents a summary of NWAS LIS activity for 2012/13, reports progress against the Year

One Action Plan 2012/13 for implementing the North West Ambulance Service Library &

Information Service Strategy 2012 -2015 (NWAS LIS 2012a) and proposes actions for the

Year Two Action Plan 2013/14 (See Appendix 2).

2. Background

North West Ambulance Service Library & Information Service [NWAS LIS] was created in

March 2009. NWAS LIS has a number of distinctive characteristics:

it is a virtual service delivered via e-mail, mobile phone, internet/web and social

networking;

the Outreach Librarian travels to service points or to meet users at their place of

work;

NWAS is the only Ambulance Trust in the UK with a dedicated library and

information service.

NWAS LIS operates independently of other NHS library services but does participate in

North West regional partnerships with other NHS and university libraries through the

Library and Information Health Network North West [LIHNN] and the Health Care

Libraries Unit [HCLU]. The Trust receives £20K funding from HCLU as a contribution

towards the Outreach Librarian’s salary costs. NWAS LIS is part of Organisational

Development Directorate.

Director of Organisational Development

Assistant Director of Workforce

Development

NWAS LIS in the

Organisation

Head of Organisational Development

NWAS Librarian

Matt Holland


3. Library Activity

About Benchmarks

There are no agreed national or regional benchmarks for quantitative measures of routine

library activities. These benchmarks are locally derived and based on the first year of NWAS LIS

(March 2009-March 2010) on the basis that NWAS LIS should exceed the first year levels of

activity for every subsequent year.

Inter-Library Loans [ILLs]

ILL is the supply of books, reports and journal articles to users on request from the

NWAS LIS/NICE Evidence Search collection, from other libraries in the North West region

or the British Library. There was a significant increase in ILL activity in 12/13. This

relates to the use of a journal article each month for CPD activity by the South

Lancashire group.

09/10 Benchmark 2011/12 2012/13

360 305 1132

Variance from Benchmark - 55 / - 15 % + 772 / + 214 %

Enquiries

Enquiries are defined as questions directed to NWAS LIS, in person, by phone or e-mail.

Enquiries can be simple for example “How do I register for an OpenAthens (formerly

known as NHS Athens) Account?” or requests for database searches to locate journal

articles on a specific topic.

09/10 Benchmark 2011/12 2012/13

240 305 357

Variance from Benchmark + 65 / + 27% + 116 / + 68 %

Athens Usage

Athens usage records the number of times NWAS OpenAthens (formerly known as NHS Athens)

accounts are used to access OpenAthens protected resources. These include NICE Evidence

Search (formerly known as NHS Evidence) or electronic journal titles such as the European

Journal of Emergency Medicine or Pre-hospital Emergency Care.

09/10 Benchmark 2011/12 2012/13

3600 4811 4896

Variance from Benchmark + 1211 / + 34 % + 1296 / + 36 %

Registered OpenAthens Users

The number of current NWAS NHS Trust staff registered as having an OpenAthens account. This

is currently equivalent to 15.8% of all NWAS NHS Trust staff. A contracted in library service for

the South Central Ambulance Service has achieved registration rates at 34% (Pers. Comm.),

providing both a point of comparison and a challenge for NWAS LIS. An objective of the NWAS

LIS Marketing Action Plan 2012-2013 (NWAS LIS 201b2) is to register 15% of NWAS NHS Trust

staff.


09/10 Benchmark 2011/12 2012/13

400 605 (11.8% of NWAS staff) 811 (15.8% of NWAS Staff)

Variance from Benchmark + 205 / + 51% + 411 / + 103 %

4. Progress against Year One Action Plan 2012/2013

The North West Ambulance Service Library & Information Service Strategy 2012-2015

(2012a) identified seven aspects of service delivery which combine to deliver the NWAS LIS

mission statement:

“NWAS LIS aims to provide high quality information, support and advice at the right

time, in an accessible form and an appropriate location to support NWAS staff in

delivering quality services and quality care to patients”. (NWAS LIS 2012a)

These aspects are:

1. Accessible and Innovative

2. Quality First: Proving Quality and Performance

3. Library and Information Services

4. Knowledge Management: Right Information, Right Time

5. Information Literacy and Critical Appraisal

6. Partnership

7. Communicating with Users: Marketing & Communications.

The Year One Action Plan 2012/13 is the first of three annual action plans which aim to deliver

on each of the seven aspects over the life of the NWAS LIS strategy. The action plan has enabled

NWAS LIS to identify activities to improve service delivery making the best use of time and

resources to achieving them. In summary …

Actions relating to three aspects were completed in full relating to Quality First, Library

& Information Services and Communicating with Users.

Two aspects are ongoing. Knowledge Management and Appraisal and Partnership.

Some progress was made in identifying areas to develop partnerships for knowledge

management activities. These will be taken forward in 2013/14. Informal contacts with

colleagues supporting Ambulance Services in England resulted in a co-authored article

for the Journal of Paramedic Practice. NWAS LIS recognises that these areas require

sustained effort and creative solutions over the full three year strategy to achieve

significant progress.

NWAS LIS continues to generate content aimed at low or non users of the service.

Evidence from the data collected on users (See Section 6) suggests some success in

reaching user communities outside Corporate Services and Paramedic Emergency

Services [PES]

No progress was made in delivering Critical Appraisal training. This will be addressed in

the next Action Plan (See Appendix 2)

A detailed analysis of the Year One Action Plan 2012/13 can be found in Appendix 1.


5. Measuring the Impact of NWAS LIS 2012/13

The NWAS LIS Library Impact Study 2012/15 measures the impact of NWAS LIS using a

tool devised by Strategic Health Library Leads [SHaLL]. The survey is available on the

NWAS LIS website and runs continuously from June 2012 to July 2015.

NWAS LIS aims for 50 responses each year, running July-June, 150 responses in total.

There are 42 responses at the time of this report. The first of four planned reports,

NWAS LIS Library Impact Survey 2012/15. First Report July – August 2012 (NWAS LIS

2012c) is available on the NWAS LIS website.

The survey indicates that NWAS LIS is having an impact on work/clinical practice. The

top three responses are: 1) Advice given to colleagues, 2) Service development and

planning, and 3) Confirmed patient care or treatment. Only 4 responses were unable to

make a choice of impact.

Figure 1. Responses to the question Did the information you found influence any of the

following?”


6. NWAS LIS User Survey and User Community Review 2012/13

The NWAS LIS User Profile, 2012/15 (NWAS LIS 2012d) was an exercise to better understand

who the users of NWAS LIS are and to inform actions to develop appropriate services for NWAS

NHS Trust staff. The User Profile made three proposals:

broadening the basis of NWAS LIS use from those involved in Higher Education, to encourage use of information sources to inform Work related and Training and Development activity;

raising the base level of participation with NWAS LIS (represented by NHS Athens registrations) from of 11% to 15%;

target services to non and low segments/user groups. The proposals to be supported by Recommendations for Action which are summarised in Appendix 3. The following statistics update tables form the NWAS LIS User Profile 2012/15. These figures are based on data collected about enquiries to NWAS LIS using the NWAS LIS online Enquiry Form. The data for 2012/13 is compared, where possible, with data from 2011/12.

Which Region are you from?

NWAS LIS maintains a level of activity across the three NWAS regions. There are more enquiries from Cumbria and Lancashire and a fall in enquiries in Cheshire and Mersey for 2012/13 compared to 2011/12.

Region 2011/12 2012/13

Cumbria & Lancashire 35 % 42.6 %

Greater Manchester 32% 32.8 %

Cheshire & Mersey 21.5 % 15.4 %

No Region 11.5 % 9.2%

What is your role?

NWAS LIS reaches all grades of clinical staff. Small changes in percentages from 2011/12 to 2012/13 are not significant. Overall there has been an increase in the number of enquiries.

Role 2011/12 % (Responses) 2012/13 % (Responses)

Advanced Paramedic 15 % (39) 13.7 % (49)

Senior Paramedic NA 7.3 % (26)

Paramedic 21 % (55) 25.2 % (90)

Student Paramedic 13 % (34) 16.5 % (59)

EMT 10 % (28) 7.6% (27)

This question does not

apply to me

NA 29.7 % (106)

Which area do you work in?

NWAS LIS is making progress towards increasing the number of enquiries from low user

groups: Emergency Preparedness [EP], Emergency Control Centre [ECC], Patient Transport

Service [PTS] and Emergency Control Centres [ECC]. Paramedic Emergency Service [PES] and

Corporate Services represent the most number of enquiries to NWAS LIS.


Division 2011/12 % (Responses) 2012/13 % (Responses)

Emergency Control Centre

[ECC]

0.3% (1) 5.9 % (21)

Patient Transport Service

[PTS]

0.3% (1) 2% (7)

Emergency Preparedness

[EP]

NA 3.9 % (14)

Hazardous Area Response

Team [HART]

1.2% (3) 1.7 % (6)

Paramedic Emergency

Service [PES]

60 % (156) 60.8 % (217)

Corporate Services 36 % (68) 14.3 % (51)

External NHS 12% (30) 11.5% (41 )

My enquiry relates to …

NWAS LIS is making progress in maintaining contact with graduates of Paramedic

Practice programmes once they have qualified and joined NWAS NHS Trust. The shift

from enquiries relating to University Courses to Work related enquiries together with an

overall increase in the number of enquiries is very positive.

Motivation for enquiry 2011/12 % (Responses) 2012/13 % (Responses)

Work 22% (67) 68% (241)

University Course 64% (195) 19% (69)

CPD 5% (15) 1% (5)

Other 9% (27) 12% (42)

7. Performance Measures

The NWAS LIS Service Statement (NWAS LIS 2012e) makes two commitments to performance measures for Enquiries and Inter-Library Loans, together with a commitment to report the outcomes in the Annual Review.

In Summary NWAS LIS met the undertaking to reply to any Inter-Library Loan Request within 48 hours 95% of the time in 12 out of 12 months. NWAS LIS met the requirement to reply to Enquiries within 48 hours 95% of the time in 10 out of 12 months.

For a detailed summary see Appendix 4.


8. Other NWAS LIS activity

Library Strategy

Writing, editing and presenting the NWAS Library & Information Services Strategy 2012-

2015 (NWAS LIS 2012a) to the Board represented a major piece of work by NWAS LIS.

The Librarian worked with Carol Offer and other internal and external stakeholders to

devise a strategy that will deliver planned development and improvements to NWAS LIS

to 2015. The process of writing and delivering the NWAS LIS strategy was significant in

preparing for a successful submission to the Library Quality Assessment Framework

[LQAF].

Library Quality Assessment Framework [LQAF] 2012

NWAS LIS scored 94% compliance with national standards. This compares with a mean

average % compliance rate for all NHS North West library and knowledge services of

84.8% and a mean average % compliance rate for the NHS North West primary care,

community or other library and knowledge services of 75%. The score improves on the

2011 score of 87%. This meets and exceeds the commitment made in the NWAS Library

& Information Services Strategy 2012-2015 (NWAS LIS 2012a) to ensure that NWAS LIS

delivers a service that achieves an LQAF score at or above the median average score for

the North West Region.

Investors in People [IiP] Gold Award Final Report

NWAS LIS was identified as a Key Strength by IiP "The Trust had an Outreach Librarian

in-situ to develop and manage a specialist library and information service. This provided

outreach support to ensure that library and electronic information sources were used to

best effect. As more and more staff undertook further degrees and additional

professional qualifications, it was proving to be an invaluable resource in supporting

staff by providing journal research data and referencing information."

Publications

The Librarian published the following article in the Journal of Paramedic Practice.

Holland, M., 2012. Reference management software for students, researchers and

academics. Journal of Paramedic Practice. 4(8), 484-487. Available from:

http://www.paramedicpractice.com/cgi-bin/go.pl/library/abstract.html?uid=93411

[Accessed 19 February 2013].

9. Summary

NWAS LIS has performed well in 2012/13. The results of the national Library Quality Assurance

Framework [LQAF] demonstrate that NWAS has a Library & Information Service that compares

well with other NHS library services in the North West.

http://www.paramedicpractice.com/cgi-bin/go.pl/library/abstract.html?uid=93411%20%20


10. References

Holland, M., 2012. Reference management software for students, researchers and

academics. Journal of Paramedic Practice. 4(8), 484-487. Available from:

http://www.paramedicpractice.com/cgi-bin/go.pl/library/abstract.html?uid=93411

[Accessed 19 February 2013].

NWAS LIS, 2012a. NWAS Library & Information Services Strategy 2012-2015. NWAS NHS Trust:

Bolton. Available from: http://www.networks.nhs.uk/nhs-networks/nwas-library-and-

information-service/guides#section-3 [Accessed 18 March 2013].

NWAS LIS, 2012b. NWAS LIS Marketing Action Plan 2012 - 2015. Available from:

http://www.networks.nhs.uk/nhs-networks/nwas-library-and-information-

service/guides#section-3 [Accessed 18 March 2013].

NWAS LIS, 2012c. NWAS LIS Library Impact Survey 2012/15. First Report July – August

2012. Available from: http://www.networks.nhs.uk/nhs-networks/nwas-library-and-

information-service/guides#section-4 [Accessed 19 April 2013].

NWAS LIS, 2012d. The NWAS LIS User Profile, 2012/1. [Unpublished]. For a copy contact

the NWAS Librarian, Matt Holland [[email protected]].

NWAS LIS, 2012e. NWAS LIS Service Statement. Available from:


service/services

[Accessed 21 August 2013].

Matt Holland

NWAS LIS

April 2013

http://www.paramedicpractice.com/cgi-bin/go.pl/library/abstract.html?uid=93411%20%20

http://www.networks.nhs.uk/nhs-networks/nwas-library-and-information-service/guides#section-3






mailto:[email protected]

http://www.networks.nhs.uk/nhs-networks/nwas-library-and-information-service/services



Appendix 1. NWAS LIS Action Plan 2012/13 detailed summary

The following reports on the deliverables against each completed action or a commentary on

progress towards achieving each action for the NWAS LIS Year One Action Plan 2012/13.

Accessible and Innovative

ACTION: Develop content for users using the web, social media, audio and moving image to

communicate with users, the focus to be on resources that are directed at HART/EP, ECC

and revising and updating guides to online databases.

DELIVERD IN 2012/13:

1. Video delivered via YouTube for NHS Evidence search.

2. Guides to Open Access and Publication Process.

3. Bibliographies for Chain-of-Survival, Driving Emergency and EMS Vehicles, Trauma

Services and Organisation, Emergency Control Centres and Paramedic Practice -

Education with reference to Emergency Preparedness education and training.

4. Roll out of of eBooks purchased from HCLU grant. Library has published seven

factsheets on basic management topics using eBooks as a core resource.

5. Redesign of eBooks page to include broader range of topics reflected in books

purchase from HCLU Grant.

COMMENTARY: The content delivered by NWAS LIS has expanded to address different

communities and professional groups within NWAS NHS Trust. Aspirations to include

different forms of media (audio and moving image) are partly met.

Quality First: Providing Quality and Performance

ACTION: The Library Quality Assurance Framework [LQAF ] requires NHS libraries to deliver

standards that are controlled by a managed process which includes setting, monitoring,

reviewing and revising service delivery standards against customer needs. NWAS LIS will

write and publish a description of services for users explaining what services users can

expect, how they can be accessed and the time frame within which they can be delivered.

DELIVERD IN 2012/13: There is now a published statement on the NWAS LIS Website [


service/documents/NWASLibraryServiceStatement.pdf ] and web version [


]

ACTION: NWAS LIS will adapt current recording mechanisms for enquiry tracking and inter-

library loan to provide information about standards e.g. 95% of enquiries answered within

48 hours.

http://www.networks.nhs.uk/nhs-networks/nwas-library-and-information-service/documents/NWASLibraryServiceStatement.pdf




DELIVERD IN 2012/13: Percentage of ILL’s and Enquiries answered within 48 hours is

recorded on the NWAS LIS Dashboard. Data is captured from an online Inter-Library

Loan/Enquiry form using.

COMMENTARY: Completed.

Library and Information Services

ACTION: Write statements about each service and the underlying quality objectives and

publish these on the NWAS LIS website.

DELIVERD IN 2012/13: Quality objectives are embedded in the service statement. [


service/documents/NWASLibraryServiceStatement.pdf ] and web version [


]

ACTION: Enable access to services through the NWAS LIS web site. A typical example would

be using online forms to request services such as literature searches or Inter-library loans.

DELIVERED IN 2012/13:

1. Forms have been developed and tested using Google Docs and can now be accessed

via the .pdf or web version of the Service Statement. More prominent locations on

the website are being investigated. Links to Forms have been added to the headers

of core pages on the NWAS LIS Website.

2. Added new pages for Researchers, to give better access to Website reflecting their

needs.

COMMENTARY: Completed.

Knowledge Management: Right Information, Right Time

ACTION: NWAS LIS will identify and work with individuals or groups to coordinate

knowledge management activities on their behalf, with the aim of creating a model /

template / exemplar for future Knowledge Management projects.

DELIVERD IN 2012/13: A working partnership has been established looking at issues around the

recording of ethnic data. Delivered this year is an online bibliography of research looking at ethnicity

and health care.

COMMENTARY: This objective is ongoing and will be taken forward in 2013/14.

Information Literacy and Critical Appraisal

ACTION: Develop a programme of critical appraisal for clinical staff with supporting

materials available on the NWAS LIS website.

DELIVERD IN 2012/13: No progress on this objective in 2012/13.





COMMENTARY: This object relates to Library Quality Assurance Framework [LQAF].

Challenges exist in the lack of demand for this type of activity and the excellence of existing

resources on the web. NWAS LIS is to look at alternative ways to meet this objective and

take forward in 2013/14.

Partnership

ACTION: Engage with professional colleagues working with UK Ambulance Services to

promote discussion, information sharing and sharing of best practice.

DELIVERD IN 2012/13: NWAS LIS is preparing, with colleagues supporting other Ambulance

Trusts in England, an article(s) for publication providing an overview of resources and skills.

COMMENTARY: This objective is ongoing and will be taken forward in 2013/14.

Communicating with Users: Marketing & Communications

ACTION: Develop a NWAS LIS Marketing and Communication Action Plan 2012-2015 (NWAS

LIS 2012b). The plan will aim to improve communication with users, maintaining contact

with NWAS staff who move from HE to qualified status. The plan will seek to encourage

more use of NWAS LIS across a broader range of activity.

DELIVERD IN 2012/13: The NWAS LIS Marketing Action Plan 2012–2015 (NWAS LIS 2012b)

has been written and published on the NWAS LIS website.

ACTION: Assess the impact of services on users using the Strategic Health Authority Library

Leads [SHALL] Online Impact Assessment tool.

DELIVERD IN 2012/13: NWAS LIS has set up an Impact Study using the SHALL template, and

is currently gathering responses. The target of getting 50 responses in the first 12 months is

on course The First Impact Study Report (NWAS LIS 2012c) has been posted on the NWAS

LIS Website.

COMMENTARY: Completed


Appendix 2. NWAS LIS Action Plan 2013/14

Accessible and Innovative [1]

Develop content and services that broaden the support delivered to NWAS staff though the

NWAS LIS website. Potentially fruitful areas for development include Governance /

Leadership and Foundation Trust status and topics including pre-hospital aspects of Mental

Health.

NWAS LIS will continue to update guides and support material to reflect planned changes to

NHS Evidence.

Quality First: Proving Quality and Performance [2]

NWAS LIS will continue to publish quality measures monthly as part of the NWAS LIS

Dashboard and an annual summary as part of the NWAS LIS Annual Review.

NWAS LIS aims to achieve a score for the Library Quality Assurance Framework [LQAF] for

August 2013 at or better than the mean average % for the North West.

Library and Information Services [3]

Review core library and information services to ensure that they remain fit for

purpose.

July 2013, review and report any challenges in accessing services that related to

Equality & Diversity and the action taken to address them.

Knowledge Management: Right Information, Right Time [4]

NWAS LIS will identify and work with individuals or groups to coordinate knowledge

management activities on their behalf, with the aim of creating a model / template /

exemplar for future Knowledge Management projects.

NWAS LIS will remain open to working arrangements with individuals and groups building on

the experience of Year One.

Information Literacy and Critical Appraisal [5]

Develop a programme of critical appraisal for clinical staff with supporting materials

available on the NWAS LIS website- carried forward form year one.

Work with colleagues in Learning & Development to continue to provide information skills

for Learning and Development programmes and seek further opportunities to deliver

training in information skills and critical appraisal.

Partnership [6]

Continue to engage with professional colleagues working with UK Ambulance

Services to promote discussion, information sharing and sharing of best practice.

Work with partners to expand the range of resources and opportunities for access for NWAS

NHS Staff.

Communicating with Users: Marketing & Communications [7]

NWAS LIS will review and report on the NWAS LIS Marketing Action Plan 2012-2013 (NWAS LIS

201b2) Objectives and Implementation in August 2013. In Summary the objectives are:


Mid-term (0-3 years) August 2012 - August 2015

Objective 1 – Open more channels and use them more frequently for

communication with NWAS Users

Objective 2 – Build relationships with low and non user groups.

Objective 3 – Increase the number of registered users, using OpenAthens

registrations (formerly known as NHS Athens) as a proxy for this, form 11% to 15%.

Short term (next 12 months) August 2012 – August 2013

Objective 4 – Build Awareness, understanding of the relevance of NWAS LIS with

NWAS staff.

Objective 5 - Create consistent messages about NWAS LIS, focusing on content and

presentation, which can be delivered through all media.

NWAS LIS will revise the Monthly Library Dashboard to include data about Users derived from

the online Library Enquiry form.

Undertake further research with low/non use segments/user communities to identify

opportunities for engagement.

Appendix 3. NWAS LIS User Profile, 2012/15 Recommendations and Actions

Recommendation 1. Embed the proposals of the User Profile in Library Strategy, Annual Review, Library Action Plan and Marketing and Communications plan for the period 2012-2015. COMMENTARY: Completed. NWAS LIS has written and published a Strategy and Marketing Action plan (NWAS LIS 2012a and 2012b) which is informed by and incorporates proposals from the User Profile.

Recommendation 2. Collect data using the NWAS LIS Enquiry Tracking System on Role; Location and Purpose of enquiry to track User Profiles over time. COMMENTARY: Ongoing. NWAS LIS continues to collect User Profile data and has complete set of data for 2012/13 reported in Section 6.2 of this Review. Recommendation 3. Report on data relating to User Profile in the monthly Dashboard. COMMENTARY: Not Completed. NWAS LIS does not report this data in the monthly Dashboard. NWAS LIS will revise and edit the Dashboard to include this data form April 2013. An action has been added to the NWAS LIS Action Plan April 2013 – April 2014. See Appendix 1. Recommendation 4. Undertake further research with low/non use segments/user communities to identify opportunities for engagement. COMMENTARY: Not Completed. An action has been added to the NWAS LIS Action Plan April 2013 – April 2014. See Appendix 1.

Recommendation 5. Review the service offerings with the aim of adapting or reconfiguring services to address specific segments/user communities defined by role within the NWAS e.g. HART, ECC. COMMENTARY: Ongoing. NWAS LIS has expended the subject coverage of resources on the NWAS LIS website to cover topics of interest to low use/non use groups.


Appendix 4. Performance Measures Summary

NWAS LIS will respond to any contact in person, via phone or e-mail within two days.

COMMENTARY: Partially Completed. NWAS LIS responded to 95% of enquiries within 48 hrs /2 days in 10 out 12 months from the period April 2012 to March 2013. Non compliant months were May 2012 (93%) and June 2012 (94%).

NWAS LIS will supply any document within two days or contact you to explain any delay.

COMMENTARY: Completed. NWAS LIS responded to 95% of requests for Inter-Library Loans within 48 hrs /2 days in 12 out 12 months.

NWAS LIS aims to achieve performance measures 95% of the time. Performance measures are published monthly in the Library Dashboard and annually in the NWAS LIS Annual Review.

COMMENTARY: Completed. Performance measures are reported monthly on the NWAS LIS Dashboard, published on the NWAS LIS Website and in this Annual Review 2012/13.


Appendix 5. Indicative Library Dashboard [February 2013]

Documents

NWAS LIS Annual Review 2012/13