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Reference Services
“We’ll come to you”
What is NSLA?
• National Library of Australia
• National Library of New Zealand
• State Libraries – Queensland, New South Wales,
Victoria, South Australia, Tasmania, Western Australia
• Territory libraries – Australian Capital Territory, Northern
Territory
Re-Imagining Libraries
2012 - 2016
Strategic Plan
“One Library”
“Enabling People”
“Accessible Content”
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© Reincubate – The Keep Calm-o-matic
Virtual Reference Project Group
• Common policies
– Information and Research Services Principles
– Service standards and guidelines
– Research Guides: Creation guidelines
• Useful measures
– Annual week-long onsite enquiry survey
– Continuous feedback on written enquiries
• Shared infrastructure
– RefTracker reference enquiry management system
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The ground is shifting...
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Next steps
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• RefTracker
– Explore transferring
reference enquiries
between NSLA libraries
and Trove
– Enhance common
measures and evidence-
gathering using
RefTracker DeskStats
A ‘new look’ National Library of Australia
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Not just a pretty building...
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Thank you
Aileen Weir
Director, Reader Services
National Library of Australia
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