Reference and Information Service Section Conference and Exhibition 6-8 September 1999, Sydney Hilton, Australia

Achieving the Vision: Consistent High-Quality Information Service in the Hybrid Library.

In 1997-99, Liverpool and Parramatta City Libraries addressed the challenge of providing consistent high-quality customer service at the information desk, in a climate of rapid technological change, increased concern with value for money and rising customer expectations. They developed an integrated training program to empower information staff to focus on their customers' needs, and to create and promote clear, achievable service requirements and customer guarantees. The program has been revised to incorporate the new National Competencies. The paper focuses on time, money and logistics; the portability of the program and trainees' skills and attitudes; expectations and feedback; assessment issues; immediate follow-up and ongoing professional development.

Jennifer Burrell, Research & Information Services Team Coordinator & Brad McGrath, Performance Evaluation Coordinator, Liverpool City Council, and Coordinator of Research & Information Services and Research & Information Services Librarian, Liverpool City Library.