1. London Health Libraries Induction & Update Morning SERVICE DEVELOPMENT Richard Osborn London Health Libraries

2. What do we mean by ”service development” Developing the services offered by our libraries to ensure they meet the needs of existing customers, potential new customers and the organisations those libraries serve London Health Libraries

3. Key areas Quality & standards Assessing impact of services Marketing & promotion Targeted services Reaching out to new users London Health Libraries

4. Quality and standards National Service Framework for Quality Improvement 5 pilots in London in early 2009 baseline assessment of all services by 30th April 2009 pilots will inform how NSF is implemented from 2009-2010 London Health Libraries

5. Assessing impact of services User feedback is essential to develop services appropriate to the needs of users and aligned to the core business of organisations User surveys / questionnaires / usage statistics … Development of Alignment Toolkit – to be launched on 22nd October London Health Libraries

6. Marketing and Promotion London Health Libraries Promotional materials – pens, post-it notes, bags. Any other ideas for pan- London materials? Local promotional activities – posters, displays, events, intranet …. Sharing of good practice across London

7. Targeted services London Health Libraries Sharing of current awareness services Providing support to particular groups of staff, e.g. those working in primary care & public health, mental health …

8. Reaching out to new users London Health Libraries Hard to reach groups, e.g. health managers Social care staff Patients and the public

9. Role of LHL Service Development Group London Health Libraries To provide a co-ordinated approach to these issues across London, e.g. NSF To share good practice To take account of national initiatives and feed up information / views to the national Service Development Group