By following the link below, you can find TU Delft Library’s public list of all the services it offers
This list has been developed in consultation with all the ‘owners’ of services within the Library. Each owner was encouraged to describe their service by using a verb rather than a noun.
It is not a static list, at least in the short term. Rather, the list is dynamic, which will influence (and be influenced by) other ways the library undertakes it work. This will happen in three ways
- Aligning the services strategically
- Communicating the services to users
- Managing the services according to an agreed set of standards
Aligning the services strategically
The first round of discussion already helped defined what a service is, and how it should be described. In particular, these conversations helped locate where there was confusion about what the precise service supplied to users.
For instance, is requesting a print version of a digital book a separate service, or a function on a larger publishing service. Many of the discussions revolved around use of specific words. Is the service storing a file or archiving it? Does the repository allow users to upload a file or to publish a file?
But some are a bit more tricky. The word ‘collections’ is particularly problematic. Does it mean collections owned by the library? Accessible via the library? All scientific output published by TU Delft staff? Does it imply just special collections? And how are all these collections searched by the user? It is apparent from the existing service descriptions that this still needs refinement
The list also helps indicate where there are pressures on delivery. Do certain teams have responsibility for multiple services? Are there services split across teams that need to rethink their forms of governance and management in order to deliver more effectively.
Communicating the services to users
The google sheet above is not very user-friendly. It is not intended as way for students, researchers and teachers to navigate the library’s offer. However, the list can form the basis for much better communication about the library.
Over the summer, the library communications team will test the effectiveness of the service descriptions with the library’s different groups of users. The team will also cluster the services into themes (for example, training, research data, publishing, events) to see how users perceive the services.
Such themes will then form a framework for how the library can talk about its services in a more general. Ie Strategic documents, posters social media, presentations and of course the website can then be framed on the same thematic approaches.
Managing the services according to an agreed set of standards
The third advantage of such a list is it lets us see how the services are managed, and how they can continue to evolve in the face of user demand, technological change and new strategic pressures.
To this end, the library will develop a set of service standards. These standards will lay down some basic rules that all (or nearly all) library services should meet.
Examples might include working with user feedback, having a named owner for each service, using clear language, following consistent branding.
These standards will be worked in discussion with library staff throughout the summer and autumn. Once an initial list is agreed upon, services will start updating to meet the required standards.