Meeting Minutes

Meeting held at the University of Westminster.

NOTE: The following minutes are unapproved and will be formally agreed at the next meeting of the Working Group.

Present: Nicky Kershaw, Anglia Ruskin (Chair), Gill Briggs (TVU), Kate Burke (UEL), David Clover (ICS), Wendy Fish (Wellcome Library), Peter Godwin (LSBU), Susan Howard (Imperial), Philip Payne (Birkbeck), Janet Percival (UCL), Pete Ryan (Canterbury Christchurch), Elaine Salter (Westminster).

Apologies for absence: Rodney Amis (KCL)

Gill Briggs was welcomed to her first meeting.

1. Minutes of the meeting held on 16 February 2006

The Minutes were accepted as an accurate record of the meeting.

2. Matters arising

Minute 2: SLD templates. These are on the temporary M25 website.

3. User Feedback Good Practice Guide

The Group discussed a partially amended version of the Checklist for Best Practice prepared by WF and KB. Further amendments and additions will be incorporated, and WF/KB will circulate a revised version for comment by 28 April. Action: WF/KB

4. Focus Group Survey

JP presented a report on the Focus Group Survey. Responses had been received from 18 institutions, and about half of these institutions used focus groups, mainly to assist in drafting survey questions, to check service performance and to identify priorities for change. Few respondents had detailed experiences to share, and most wanted more information about focus group techniques, a need which will be addressed by the Focus Group event on 25 April.

JP’s report will be incorporated with feedback from the event on 25 April.

5. Mystery Shopping

The Mystery Shopping event will be held on 26 July 2006, at Birkbeck College. Speakers will be Katherine Everest from Leeds Metropolitan University and Kate Purcell from Birkbeck College. Attendees will be expected to have done a mystery shopping exercise, so that they will have some experience to bring to the practical exercise.

6. Action Plan 2006/07

Will include:

• M25 consortium- wide approach to mystery shopping: Group will bid for funding for a consultant to help with this
• Benchmarking: monitor progress of Wellcome exercise
• SLD comparisons: bid for funds to carry out work
• Further work on design of SLD templates: employ a designer
• Investigate feasibility of developing quality assessment toolkit
• Chartermark event

Action: NK to collate Action Plan

7. Date and venue of next meeting

10.00am, Wednesday 5 July 2006 at University of Westminster.