Conferences

Journey maps and customer hacks: redesigning services at the State Library of Victoria

ALIA Information Online 2015 Conference, 2-5 February 2015 Sydney : at the edge

This conference paper discusses a redesigned service model is based on eight foundation service principles. The new service model articulates a future state for us to work towards. We have designed service zones that are aligned to designated library spaces. We have redesigned our service processes to make them simpler for staff and easier for the customer. Our new service model brings together the physical and digital to create an integrated customer experience of the library.

 

From format to function: achieving transformational change

ALIA National 2014 Conference, 15-19 September 2014 Melbourne : together we are stronger

This conference presentation explains how driven by a need to reduce its operating budget, the State Library of New South Wales embarked on a Review Program to capitalise on its investment in technology, and position itself to tackle future needs and challenges – particularly in the digital environment.

Bridging the copyright and licensing knowledge gap

ALIA National 2014 Conference, 15-19 September 2014 Melbourne : together we are stronger

This conference presentation discusses the purpose of a Deakin University project which was to examine the copyright and licensing knowledge gap of academic staff to identify their current understanding of, and attitudes towards, copyright, licensing and the open access movement in relation to the content they use, create, and share in their teaching and research practice.

Bridging the copyright licensing knowledge gap

ALIA National 2014 Conference, 15-19 September 2014 Melbourne : together we are stronger

This conference paper discusses how the purpose of a Deakin University project was to examine the copyright and licensing knowledge gap of academic staff to identify their current understanding of, and attitudes towards, copyright, licensing and the open access movement in relation to the content they use, create, and share in their teaching and research practice.

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