Minutes of the meeting held at the Wellcome Library

Present: Nicky Kershaw (APU) (Chair); Kate Burke (UEL); Wendy Fish (Wellcome); Peter Godwin (London South Bank); Susan Howard (Imperial); Janet Percival (UCL); Elaine Salter (Westminster)

Apologies: Angus Brown (Kings College); Philip Payne (Birkbeck); Sue Price (Courtauld Institute); Pete Ryan (Canterbury Christchurch)

1. Minutes of the meeting held on 12 April 2005

The Minutes were agreed as a true and accurate record.

2. Matters arising

Minute 3 Service Level Definitions

Several members of the Group had tried out the SLD template, which worked well. The following agreed to complete additional templates: Janet (store service), Nicky (cataloguing), Wendy (photocopying). Action JP, NK, WF

Over the summer, Nicky will polish and anonymise the completed templates, and circulate them to M25 Directors for comment; they will then be put on our website if the feedback is positive.

3. Focus Group Survey and Workshop

Janet and Peter had circulated a draft questionnaire, which was approved subject to a few amendments. Nicky will email it to M25 Directors, with a two week deadline for replies. Action NK

Fiona Mullany from UCE is prepared to run a workshop on focus groups; Peter and Janet will ask CPD25 to sort out a date and venue for a half day session with lunch, preferably in November 2005. Action JP/PG

4. Action Plan 2005/06

The following actions were agreed:

• Investigate feasibility of comparing service level standards in key service areas with a view to benchmarking (by April 2006). To start this work, everyone in Group will fill in an SLD template on Interlibrary loans, and send to Elaine by 31 July 2005; Elaine will report back to next meeting. Action all
• Develop good practice guide on user feedback methods. Kate and Wendy to prepare draft by November 2005. Action KB/WF
• Update quality contacts list (on website by September 2005) Action SVH
• Conduct survey of use of focus groups (report by September 2005) Action PG/JP
• Organise workshop on focus groups (November 2005) Action PG/JP
• Refine and promote SLD template (on website by December 2005) Action NK

5. Dates and venues of next meetings

10.30am 7 September at UEL (date to be confirmed)
10.30am 23 November at Wellcome
10.30am 16 February 2006 at LSBU
2.00pm 24 April 2006 at University of Westminster
10.30am 5 July 2006 at APU Chelmsford

SVH