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How to Give Your Users the LIS Services They Want

Sheila Pantry OBE and Peter Griffiths


Facet Publishing

September 2009


224 pp

Price: £49.95

ISBN: 978-1-85604-672-5


In these turbulent times, with the challenges of a constantly changing job market, shifting information-seeking behaviour and a vast array of new resources continually being produced, library and information services need to constantly keep one step, or more, ahead of their users.

The benefits of analysing user behaviour are self-evident: better strategic planning, cost benefits and better use of budgets, better marketing, satisfied customers, satisfied management, and a library or information unit that is central to the needs of your parent organization.

However, paradoxically, user needs, and levels of expectation, including those of remote users, are often not fully explored. This accessible text goes back to the basics and asks:

  • Why do you need to learn about your users better?
  • How should you assess user behaviour?
  • What information may already be held by your organization?
  • Does it help to think out of the LIS box?
  • How should you categorize users: students, business and technical, baby boomers, silver surfers, netmums, lifelong learners, etc?
  • How can online data help?
  • How can you make use of partnerships?
  • What are suppliers offering that may help?
  • What training might your users need?
  • And, what are the lessons learned?

This book evaluates the impact on your organization. This book will help any library or information professional anywhere to take a fresh look at this important area and to tackle it in their organization, so as to ensure that their users will always obtain exactly what they want. Webmasters and knowledge managers will also find much to interest them.


“In a time of economic constraints this practical book gives ideas on how to ensure that your services are aligned with your user needs. It is not a magic bullet, but it gives information workers a wealth of practical how-to ideas which are supported by numerous examples and an extensive reading list.”

Library Management

“This book provides a myriad of practical and somewhat detailed ideas on how to assess what your LIS user wants, what you have and how to make up the difference. Pantry and Griffiths discuss current issues such as Web 2.0 applications more in an effort to make readers aware rather than offering practical suggestions on implementation. Yet the reader is not left feeling dissatisfied. This work contains a sizable annotated bibliography for each chapter as well as a section titled Where to Go for Information.… Overall, this book is recommended to LIS managers and supervisors. It would make a practical and worthwhile contribution to any collection.”

Australian Library Journal


Sheila Pantry OBE BA FCLIP manages an independent information services consultancy and electronic publishing business, including websites. She has had a long and varied career in information management in a range of industry sectors, and also in government as Head of Information Services for the Health and Safety Executive. She specializes in worldwide occupational health and safety information and is an experienced trainer, writer, editor, lecturer and conference organiser.

Peter Griffiths is an independent information specialist with particular interest in library and information services, knowledge management and wider aspects of information management in the public sector. He was previously Head of Information at the Home Office, a role that included being head of profession for librarians, information scientists and latterly records managers across the Home Office group. He is an experienced trainer, writer and speaker. Peter is currently 2009 President of CILIP, the Chartered Institute of Library and Information Professionals.

Available at a 20% discount to Chartered Institute of Library and Information Professionals members.
Remember to quote your Membership Number if claiming the discount.
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