Tuesday, 11 August 2015

LAC client satisfaction

LAC is closing in on, or may have already finished, a stakeholder consultation using the services of Nik Nanos toward the development of a strategic (?) plan. I was interviewed answering targeted questions, many carried over from previous surveys, as well as having an opportunity to mention issues not otherwise raised. The report should be available not later than 6 months after submission on the website for public opinion research reports.

The 2014 report, now over a year old, shows 77% of LAC clients were pursuing genealogy and family history. 52% of onsite and website users were very satisfied with LAC compared to 60% for all users. That was an improvement from the previous year when only 41% of on site clients and 51% of website clients were very satisfied.

Part of the reason more are not very satisfied is surely lack of communication. That's something Guy Berthiaume has strived to improve since he became Librarian and Archivist of Canada. It will be interesting to see what dividends the effort has paid in this year's survey. There's more that can be done.

I notice Berthiaume's counterpart, Jeff James, Chief Executive and Keeper of the UK National Archives, will be present on Thursday 20 August 2015 at the regular TNA monthly User Forum to go through the organization's annual report and take questions on the strategic priorities. LAC doesn't even have such a user forum. 

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