LORNA BANKES

Biography: Lorna Bankes is currently Head of the library service at HM Revenue and Customs. Lorna began her career as a government librarian in 1991 and before this worked in public and academic libraries. Between 1995 and 1999 she worked outside the library environment as a Total Quality Manager and IIP Assessor. Over the past year a significant amount of Lorna's time has been spent merging the Customs & Excise and Inland Revenue libraries to create a new joined-up library in London.

Title:Improving LIS services: developing a survey tool

Summary: The Committee of Departmental Librarians (CDL) Quality Management Working Group conducts a survey each year to share data on performance and best practice across government libraries. The Group recently decided to improve the survey by making it easier to complete and to provide more meaningful results. The improvement initiative became a joint project with the School of Business Information at Liverpool John Moores University (JMU). This session is about the journey the Group took with JMU to define a new user requirement through to analysing and presenting survey results.