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 ===== Developing the Information Strategy ===== ===== Developing the Information Strategy =====
  
-An information strategy is one means of improving the analysis of the current information needs of the Members, their staff.  Chapter Five outlands techniques to review these information needs.   The priority for selection of new systems for use in the library should be defined by an Information Strategy.  An Information Strategy should then be formulated to provide an overall framework for the capture, management and delivery of information that meets the client needs.    As such the information strategy embraces the staff and the ICT resources needed in order to gather, manage and deliver information in a consistent manner.   A typical Parliamentary Library information strategy will include broad gaols of:+An Information Strategy is one means of improving the analysis of the current information needs of the Members, their staff.  Chapter Six outlines techniques to review these information needs.   The priority for selection of new systems for use in the library should be defined by an Information Strategy.  An Information Strategy should then be formulated to provide an overall framework for the capture, management and delivery of information that meets the client needs.    As such the Information Strategy embraces the staff and the ICT resources needed in order to gather, manage and deliver information in a consistent manner.   A typical Parliamentary Library Information Strategy will include broad gaols of:
   * Making information more accessible   * Making information more accessible
   * Improving the availability and effectiveness of information   * Improving the availability and effectiveness of information
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   * Encouraging the development of information skills so that members of the Parliamentary Library can effectively access information resources to meet their needs   * Encouraging the development of information skills so that members of the Parliamentary Library can effectively access information resources to meet their needs
   * Improving the quality and reliability of information delivered   * Improving the quality and reliability of information delivered
-  * Ensuring that the Parliamentary Library has information processes to meet with requirements to preserve the Collective Memory of the Parliament+  * Ensuring that the Parliamentary Library has information processes to meet with requirements to preserve the collective memory of the Parliament
   * Having systems that fulfill relevant national and international Library standards.   * Having systems that fulfill relevant national and international Library standards.
  
-The information strategy will help define priorities for the systems that are needed to meet the information needs.  For example, in a high-circulation library where the priority of the members is access to the resources in the library, implementation of an improved library management system may the first step in implementing the Information Strategy.  For a library with the most pressing need is provision of current news and guidance the improvement of the ICT support for reference services may be the first priority.+The Information Strategy will help define priorities for the systems that are needed to meet the information needs.  For example, in a high-circulation library where the priority of the members is access to the resources in the library, implementation of an improved Library Management System may the first step in implementing the Information Strategy.  For a library with the most pressing need is provision of current news and guidance the improvement of the ICT support for reference services may be the first priority.
  
 ===== Making a business case ===== ===== Making a business case =====
  
-The development of a business case for introducing new systems and services is not only about achieving organisation commitment to funding, it is also about developing an understanding of the purpose and extent of the project.  The intelligence gathered in identifying the information needs and an Information Strategy framed around these needs will support the development of an appropriate business case.  ICT projects tend to be most successful where they are accompanied by a methodical process for project management.   Prince II, for instance, is a product-focused project management technique for the oversight of major projects that focuses on a product-based planning approach and the organisation of projects into manageable and controllable stages to minimise risk.  Methodologies such as Prince II (http://www.prince2.com/require a the elopement of a Project Initiation Document (PID) that defines the outcomes, resources, constraints, and risks associated with the project .  Understanding your current systems and measuring your capacity for new systems is a first step in this assessment.  Even if new systems are highly functional, it may be important to assess whether all elements of a system are adopted at once or whether adoption is staggered over time.+The development of a business case for introducing new systems and services is not only about achieving organisation commitment to funding, it is also about developing an understanding of the purpose and extent of the project.  The intelligence gathered in identifying the information needs and an Information Strategy framed around these needs will support the development of an appropriate business case.   
 + 
 +ICT projects tend to be most successful where they are accompanied by a methodical process for project management.   Prince2, for instance, is a product-focused project management technique for the oversight of major projects that focuses on a product-based planning approach and the organisation of projects into manageable and controllable stages to minimise risk.  Methodologies such as Prince2 require development of a Project Initiation Document (PID) that defines the outcomes, resources, constraints, and risks associated with the project .  Understanding your current systems and measuring your capacity for new systems is a first step in this assessment.  Even if new systems are highly functional, it may be important to assess whether all elements of a system are adopted at once or whether adoption is staggered over time.
  
 ===== Evaluating software ===== ===== Evaluating software =====
  
-Irrespective of whether software is commercial or open source, the implementation of systems to meet the needs of the libraries is attended by stages of data conversion, training and workflow adjustment that need to be carefully planned.  Organisations such as the United Nations have played a key part in enhancing the ICT capabilities of libraries.  Development a product-based roadmap for the library will facilitate the selection of effective solutions that meet the needs of the library and Parliament.  Where selecting software, therefore, a formal process of evaluation should be considered.+Irrespective of whether software is commercial or open source, the implementation of systems to meet the needs of the libraries is attended by stages of data conversion, training and workflow adjustment that need to be carefully planned.  Organisations such as the United Nations have played a key part in enhancing the ICT capabilities of libraries.  Where selecting software a formal process of evaluation should be considered.  This may be through formal tender processes, or informal internal evaluation.  Either way, it is important to understand your requirements and situate these requirements firmly in a business case to ensure the the new systems deliver their benefits.
  
 ==== Evaluating software through tender ==== ==== Evaluating software through tender ====
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 The Parliamentary library may not be subject to formal tendering processes.  Organisations such as UNESCO and the UN can kick-start the implementation of library services by providing guidance and assistance in software implementation.  It is still important to evaluate the ways in which implementing such systems will fit your particular library.    When a formal tender process is not required, an internal review of software that has been selected should be undertaken that reflects on the capabilities of the selected system against the current requirements.   The Parliamentary library may not be subject to formal tendering processes.  Organisations such as UNESCO and the UN can kick-start the implementation of library services by providing guidance and assistance in software implementation.  It is still important to evaluate the ways in which implementing such systems will fit your particular library.    When a formal tender process is not required, an internal review of software that has been selected should be undertaken that reflects on the capabilities of the selected system against the current requirements.  
  
-Software may be available to the library at no charge, or with no license cost(such as Open Source).  However good the software, the implementation of this system may fail if it fails to meet the current needs of the clients of the library.  For this reason, it remains important to evaluate the software systematically and guide the project implementation in a manner that is focused on your own library requirements.   The business case for the software should not be neglected and an internal evaluation process should also be undertaken to avoid the potential problems in project implementation.   If the project implementation is not understood in the context of an internal business case that reflects on the long term relevance and sustainability of this service in the library, otherwise the implementation of these systems may not yield the hoped-for benefits for Parliamentary clients.+Software may be available to the library at no charge, or with no license cost (such as Open Source).  However good the software, the implementation of this system may fail if it fails to meet the current needs of the clients of the library.  For this reason, it remains important to evaluate the software systematically and guide the project implementation in a manner that is focused on your own library requirements.   The business case for the software should not be neglected and an internal evaluation process should also be undertaken to avoid the potential problems in project implementation.   If the project implementation is not understood in the context of an internal business case that reflects on the long term relevance and sustainability of this service in the library the implementation of these systems may not yield the hoped-for benefits for Parliamentary clients.
  
 In evaluating the implementation approach an internal evaluation should at least look at: In evaluating the implementation approach an internal evaluation should at least look at:
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     - Assess lessons learned     - Assess lessons learned
  
-For larger projects, a Project Steering committee should be established.  Not all projects require such a Project Steering Committee – it will depend on the cost, complexity and duration of the ICT project.    A typical Steering Committee might comprise : +For larger projects, a Project Steering Committee should be established.  Not all projects require such a Project Steering Committee – it will depend on the cost, complexity and duration of the ICT project.    A typical Steering Committee might comprise : 
-  * A business owner– an ICT, Library or Parliamentary owner of the project who has ultimate responsibility for the benefits and outcomes of the project. +  * A business owner– an ICT, Library or Parliamentary owner of the project who has ultimate responsibility for the benefits and outcomes of the project, 
-  * Major stakeholder representatives - representing the major areas positively affected by the project +  * Major stakeholder representatives - representing the major areas positively affected by the project, 
-  * Major supplier/vendor representatives who are participating in the project delivery +  * Major supplier/vendor representatives who are participating in the project delivery, 
-  * Other subject specialists as required to pring specific knowledge and skills+  * Other subject specialists as required to bring specific knowledge and skills.
  
-The steering committee should be kept to the smallest practical size that allows regular, brief, review of the project governance and progress.+The Steering Committee should be kept to the smallest practical size that allows regular, brief, review of the project governance and progress.
  
-An example of a formal methodology for project management developed for medium to large projects is the PRINCE2 project management methodology.  Further information on this project management framework can be found at  [[http://www.best-management-practice.com/|http://www.best-management-practice.com]] - a portal site with information resources on PRINCE2.+An example of a formal methodology for project management developed for medium to large projects is the PRINCE2 project management methodology.  Further information on this project management framework can be found at best-management-practice.com (http://www.best-management-practice.com/)- a portal site with information resources on Prince2.
  
 ===== ICT service delivery ===== ===== ICT service delivery =====
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     - Financial Management     - Financial Management
  
-With the increasing number of external providers that a library relies on, the  Service Level Agreement becomes an important means of defining the responsibilities of service providers. service level agreement can define:+With the increasing number of external providers that a library relies on, the  Service Level Agreement becomes an important means of defining the responsibilities of service providers. Service Level Agreement can define:
   * performance of the applications provided (for example minimum page response times for the library management system when hosted externally)   * performance of the applications provided (for example minimum page response times for the library management system when hosted externally)
   * levels of technical support and support response times   * levels of technical support and support response times
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 Similar (less detailed) agreements can be useful with internal ICT departments to define quality and consistency in service delivery. Similar (less detailed) agreements can be useful with internal ICT departments to define quality and consistency in service delivery.
 +<pagebreak>
  
 ==== Methods for service delivery ==== ==== Methods for service delivery ====
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-  * **Hosted or "cloud" solutions **  where a provider delivers the entire application on their infrastructure and provides all associated software, hardware and technical support   Service delivery is usually web based.  This handbook gives many examples of solutions that are offered in this many.  Open source software is available from many providers on a hosted basis.  The service level agreement is critical in this context as it must define ownership of data, privacy restrictions and levels of service and support. +  * **Hosted or "cloud" solutions **  where a provider delivers the entire application on their infrastructure and provides all associated software, hardware and technical support  Service delivery is usually web based.  This handbook gives many examples of solutions that are offered in this way.  Open source software is available from many providers on a hosted basis.  A Service Level Agreement (SLA) can define ownership of data, privacy restrictions and levels of service and support. 
-  * **Virutalised servers ** Virtualisation technology allows a single large computer server to be subdivided into multiple different "virtual" servers.  VMWare is the most popular example of this, but Microsoft and Linux have Virtualisation capabilities also.  Your information technology area can support a range of platforms using a single hardware platform but virtualising this in as many different virtual servers as required   Some software applications come "out of the box" in a virtual server platform, so no software installation is required.  Software support is still required. +  * **Virutalised servers ** Virtualisation technology allows a single large computer server to be subdivided into multiple different "virtual" servers.  VMWare is the most popular example of this, but Oracle, Microsoft and Linux have Virtualisation capabilities also (XEN is an open source Virtualisation server).  Virtualisation can allow your ICT area to support a range of platforms using a single hardware platforms Some software applications come "out of the box" in a virtual server platform, so no software installation is required.  Of course, software support is still required. 
-  * **Web 2.0 service solutions**   Many powerful search and office productivity tools are available on the web free of charge or on a fee-basis, as illustrated in the previous chapters.   There may be no individual service level agreement offered, so careful inspection of the standard privacy and terms and conditions of these services is important.+  * **Web 2.0 service solutions**   Many powerful search and office productivity tools are available on the web free of charge or on a fee-basis, as illustrated in the previous chapters.   There may be no individual Service Level Agreement offered, so careful inspection of the standard privacy and terms and conditions of these services is important.
  
  
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 The loss of personal data by a service provider may result in an interruption to the service and a degree of inconvenience to the consumer, but unauthorised access to and misuse of personal information can have longer-lasting consequences. The possession of personal information can, in some circumstances, be exploited by unethical marketers, or by criminals for fraudulent purposes. As a result the theft, selling and buying of personal data has become a issue that must be treated seriously by service providers and consumers alike. The loss of personal data by a service provider may result in an interruption to the service and a degree of inconvenience to the consumer, but unauthorised access to and misuse of personal information can have longer-lasting consequences. The possession of personal information can, in some circumstances, be exploited by unethical marketers, or by criminals for fraudulent purposes. As a result the theft, selling and buying of personal data has become a issue that must be treated seriously by service providers and consumers alike.
  
-The privacy and security of personal data entrusted to any service provider must be safeguarded from loss and misuse by the service provider.   Privacy requirements form an important part of the service level agreement with any software and hosting providers.+The privacy and security of personal data entrusted to any service provider must be safeguarded from loss and misuse by the service provider.   Privacy requirements form an important part of the Service Level Agreement with any software and hosting providers.
  
 Most people would be aware that networked applications, unless properly managed, are vulnerable to intrusion by computer hackers. However, experience also shows that abuse of authority and trust by staff with access to computer systems is as much a problem as external intrusion.  While most staff are trustworthy and careful, the concentration of personal information within a single repository provides the potential for one incident to have a large effect.  Most people would be aware that networked applications, unless properly managed, are vulnerable to intrusion by computer hackers. However, experience also shows that abuse of authority and trust by staff with access to computer systems is as much a problem as external intrusion.  While most staff are trustworthy and careful, the concentration of personal information within a single repository provides the potential for one incident to have a large effect. 
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   * Access to the client functions does not confer access to the administration functions for the application   * Access to the client functions does not confer access to the administration functions for the application
  
 +<pagebreak>
  
 ==== Responsibilities of library staff in ICT service delivery ==== ==== Responsibilities of library staff in ICT service delivery ====
  
-The parliamentary library should take measures that include education of staff to their need to protect privacy, virtual and physical security measures, backup processes, robust server and network design and auditing of access to the systems which we manage. Nightly backups of data on systems should be encrypted and retained only long as necessary to ensure business continuity in the event of system failure.+The Parliamentary Library should take measures that include education of staff to their need to protect privacy, virtual and physical security measures, backup processes, robust server and network design and auditing of access to the systems which they manage. Nightly backups of data on systems should be encrypted and retained only long as necessary to ensure business continuity in the event of system failure.
  
 Staff employment terms should include privacy and non-disclosure conditions and employees should be given access to systems for which they have responsibility to the level required to undertake their tasks.  Staff employment terms should include privacy and non-disclosure conditions and employees should be given access to systems for which they have responsibility to the level required to undertake their tasks. 
- 
  
 The library has a responsibility to indicate the usage of any personal data managed, and should communicate these policies to any hosting agencies or departments managing their data.   A basic requirement should be that service providers not sell, rent, share or otherwise communicate the parliamentary libraries client data, unless in a manner required by the library. The library has a responsibility to indicate the usage of any personal data managed, and should communicate these policies to any hosting agencies or departments managing their data.   A basic requirement should be that service providers not sell, rent, share or otherwise communicate the parliamentary libraries client data, unless in a manner required by the library.
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 In locations where power supply is irregular, risk mitigation might include arrangements for mirroring services with other agencies (for example ensuring catalogue holdings are available through WorldCat). In locations where power supply is irregular, risk mitigation might include arrangements for mirroring services with other agencies (for example ensuring catalogue holdings are available through WorldCat).
- 
  
 ===== Staff Training ===== ===== Staff Training =====
  
-Training of library staff is an essential component of ICT capability building.  Training needs to be timely - too much in and advance of systems delivery or too much in arrears can leave staff struggling when they are called on to provide support for systems with which they are not familiar or comfortable. +Training of library staff is an essential component of ICT capability building.  Training needs to be timely - too much in and advance of systems delivery or too much in arrears can leave staff struggling when they are called on to provide support for systems with which they are not familiar or comfortable.  This training needs to be framed around the road map for library service delivery.  For this reason a training needs analysis framed around the library services road map should be periodically reviewed.   This needs analysis can also be used to identify areas of staff development, especially for those library staff tasked with forward-facing service delivery.
- +
-This training needs to be framed around the road map for library service delivery.  For this reason a training needs analysis framed around the library services road map should be periodically reviewed.   This needs analysis can also be used to identify areas of staff development, especially for those library staff tasked with forward-facing service delivery.+
  
 With the transition to an increasing web-based focus on information delivery, there are a number of approaches to web-based self education on the Web 2.0 mix of tools and services.  One of the most popular is the "23 things" programme that takes the learner through a Web 2.0 journey relevant to librarians (http://plcmcl2-things.blogspot.com/).   With the transition to an increasing web-based focus on information delivery, there are a number of approaches to web-based self education on the Web 2.0 mix of tools and services.  One of the most popular is the "23 things" programme that takes the learner through a Web 2.0 journey relevant to librarians (http://plcmcl2-things.blogspot.com/).  
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 A responsibility for many libraries is that of training.  The sheer diversity of resources available through the library itself and on the web can be daunting.   The Parliamentary library often provides induction training for newly elected parliamentary members and their staff in using library resources.  This can be extended to include training in ICT-related areas such as the use of Web 2.0 resources, use of e-book readers and use of the information resources in the library itself.    A responsibility for many libraries is that of training.  The sheer diversity of resources available through the library itself and on the web can be daunting.   The Parliamentary library often provides induction training for newly elected parliamentary members and their staff in using library resources.  This can be extended to include training in ICT-related areas such as the use of Web 2.0 resources, use of e-book readers and use of the information resources in the library itself.   
  
-Such training can also be the opportunity to brief research es on the constraints of copyright and the risks associated with plagiarism.  It can also be an opportunity to undertake before and after surveys on the library to assess level of understanding and usage of library resources and assess over time what information resources the members are looking for.+Such training can also be the opportunity to brief researchers on the constraints of copyright and the risks associated with plagiarism.  It can also be an opportunity to undertake before and after surveys on the library to assess level of understanding and usage of library resources and assess over time what information resources the members are looking for.
  
 +<pagebreak>
 ===== Standards ===== ===== Standards =====
  
-<WRAP center round tip 80%>+<note warning>
  
 +There are emerging standards for Information Technology service management which give guidance on best practice in sustainable service delivery.  These principles define methodologies for service delivery and business continuity using Information Communications Technology.
  
-The principles for service desk support are similar to those that apply to Reference desk management.+  * ITIL.  http://www.itil-officialsite.com/.  The Information Technology Infrastructure Library (ITIL) is a UK-based toolkit for best practice management of IT resources.  It has achieved international adoption as a practical set of guidelines for business continuity, management of ICT services and IT issue management.  
 +  * http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library.  Wikipedia has an article on ITIL with an example of a Service Level Agreement from Queensland, Australia. 
 +  * Service Level Agreement (SLA).  Libraries have to deal with many ICT suppliers.  Achieving a suitable performance with them depends on defining service expectations that are agreed with the supplier There are many guidelines for SLA preparation, including: 
 +      * http://www.service-level-agreement.net - a Service Level Agreement "toolkit" 
 +      * http://www.sla-world.com/framework.htm - a Service Level Agreement "toolkit" 
 +      * http://www.nkarten.com/sla.html - Some commonsense ideas about Service Level Agreements 
 +      * http://technet.microsoft.com/en-us/library/bb124886%28EXCHG.65%29.aspx.  A checklist from Microsoft for Service Level Agreements
  
-  * [[http://www.itil-officialsite.com/|http://www.itil-officialsite.com/]] ITIL - The Information Technology Infrastructure Library - a standard toolkit for best practice management of IT resources. +</note>
-  * [[http://www.service-level-agreement.net|http://www.service-level-agreement.net]] - a Service Level Agreement "toolkit" +
-  * [[http://www.sla-world.com/framework.htm|http://www.sla-world.com/framework.htm]] - a further Service Level Agreement "toolkit" +
-  * [[http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library|http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library]] Wikipedia on ITIL with an example of a Service Level Agreement from Queensland, Australia +
-  * [[http://www.nkarten.com/sla.html|http://www.nkarten.com/sla.html]] - Some commonsense ideas about Service Level Agreements +
-  * [[http://technet.microsoft.com/en-us/library/bb124886%28EXCHG.65%29.aspx||http://technet.microsoft.com/en-us/library/bb124886%28EXCHG.65%29.aspx]] A checklist from Microsoft for Service Level Agreements +
-</WRAP>+
  
 ===== Software ===== ===== Software =====
-<WRAP center round download 80%> +<note important>
- +
- +
-  * [[http://www.microsoft.com/project|http://www.microsoft.com/project]] Microsoft Project - a commonly used Project management tool from Microsoft +
-  * [[http://basecamphq.com/|http://basecamphq.com/]] Basecamp - a low cost web-based project management & collaboration tool +
-  * [[http://www.projectmanager.com/|http://www.projectmanager.com/]] - Project manager - a web based project management / collaboration system +
  
-The principles for service desk support are similar to those that apply to Reference desk management.+  * Microsoft Project .  http://www.microsoft.com/project.   Microsoft Project is a widely used Project management tool from Microsoft 
 +  * Basecamp http://basecamphq.com/ Basecamp is a low cost web-based project management & collaboration tool 
 +  * Project manager.  http://www.projectmanager.com/ Project manager is a web based project management and document collaboration system 
  
-</WRAP> 
  
 +</note>
  
 <pagebreak> <pagebreak>
  
-~~ODT~~ 
service.1314330595.txt.gz · Last modified: 2011/09/04 15:20 (external edit)

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