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Personalized service? Changing the role of the government librarian

Knowledge Service, Rotherham PCT, Rotherham, UK

Sheila Corrall

Department of Information Studies, University of Sheffield, Sheffield, UK, s.m.corrall{at}sheffield.ac.uk

This study investigated the feasibility of a personalized information service in a government department. A qualitative methodology explored stakeholder opinions on the remit, marketing, resourcing and measurement of the service. A questionnaire and interviews gathered experiences of personalized provision across the government sector. Potential users were similarly surveyed to discuss how the service could meet their needs. Data were analysed using coding techniques to identify emerging theory. Lessons learned from government librarians centred on clarifying requirements, balancing workloads and selective marketing. The user survey showed low usage and awareness of existing specialist services, but high levels of need and interest in services repackaged as a tailored offering. Fieldwork confirmed findings from the literature on the scope for adding value through information management advice, information skills training and substantive research assistance and the need to understand business processes and develop effective partnerships. Concluding recommendations focus on service definition, strategic marketing, resource utilization and performance measurement.

Key Words: government libraries • information work • personalized services • value-added services

This version was published on June 1, 2007

Journal of Information Science, Vol. 33, No. 3, 298-314 (2007)
DOI: 10.1177/0165551506070728


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