Quality initiatives for
Information and research services
Presentation to APLIC-ABPAC and
Parliamentary Researchers Conference
Kate Whitridge
DATE: September 9, 2014
2 Quality initiatives for information and research services
Quality initiatives for information and
research services
1. Quality context
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Quality assurance for research and analysis
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Quality assurance for information and reference
2. Current product quality initiatives
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Four projects for the Parliamentary Information and Research Service
Summary: Quality assurance
3 Quality initiatives for information and research services
Quality Context
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One of the Library’s four strategic priorities for 2012-2017
Library-wide priority to maintain and foster the commitment to high-quality
services and products that are relevant, accurate, timely, accessible and
comprehensible
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Quality is the responsibility of each of us
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Quality requires evaluation and continuous improvement
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Quality assurance for research and analysis
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Tools for preparing responses and documents:
• Checklist for research and analysis
• Specific guidelines for committee reports, briefing notes, legislative summaries,
research publications
• Library Style Guide
• Templates for responses, with common look and feel
Review processes:
• Research documents may be peer reviewed, if appropriate, and are reviewed by
chief for content, brevity, accuracy, quality of data, quality of writing, nonpartisanship, citation/attribution
• Documents are reviewed and formatted by the Publishing, Editing and Creative
Services unit, including detailed checks for formatting and style
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Quality assurance for research and analysis
(continued)
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Client evaluation form for projects for parliamentarians
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Training and development:
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Orientation program
In-house training and information-sharing sessions on processes,
standards, best practices
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Quality assurance for information and
reference
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Tools for preparing responses:
• Checklist for reference
• Library Style Guide
• Templates for responses, with common look and feel
Review processes:
• Information and reference responses to client requests are reviewed by a
senior research librarian or chief on a regular or ad hoc basis for quality
of content, writing, non-partisanship and citation/attribution
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Quality assurance for information and
reference (continued)
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Training and development:
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Two-week introduction to work of research librarians and technicians
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Research Librarian Development Program
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In-house training and information-sharing sessions on processes, standards, best
practices
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Current product quality initiative
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Ensuring product quality is one of four strategic priorities for 2012-2017
Working Group on Product Quality, chaired by Assistant Parliamentary
Librarian:
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Collaborates in developing best practices, guidelines and mechanisms to ensure
quality standards for products and services are met
Forum for developing, testing, implementing and evaluating initiatives and projects
related to the quality of products and services
Disseminates information, promotes training and supports employees in
continuously improving the quality of products and services
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Project 1 – Ensuring the quality of research
and analysis products – Quality review
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Previous quality assurance project for information and research, 2010 and
2011
Review of selected texts prepared by analysts for brevity, clarity, accuracy,
non-partisanship, quality of writing
Solutions to gaps:
• Customized writing workshop was attended by analysts, librarians and
managers
• Roundtable discussions on specific topics, challenges, best practices
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Project 2 – Improving the quality of visual
elements in parliamentary committee reports
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Assess current and future ability to prepare and enhance high-quality tables,
charts, graphs and other visual elements
Study production systems, processes, standards and constraints of
parliamentary partners (Senate, House of Commons and Library)
Solutions to gaps:
• Improvement of visual elements by Publishing, Editing and Creative
Services
• Training for LOP staff on information mapping, graphic design, writing for
the web, specific software tools
• Roundtable discussions on best practices
• Work with parliamentary partners on look and feel of committee reports
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Project 3 – Ensuring the quality of
translations provided to clients
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Review of the quality of translated documents by a consultant – Selection of
translations as received from the Translation Bureau, and after revision by
the authors and Publishing, Editing and Creative Services
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Assess the methods in place to ensure quality of translations
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Establish guidelines and best practices, as necessary
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Put in place improved processes or assign additional resources, as needed
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Project 4 – Developing a quality assurance
program for reference services
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Develop and implement a suite of quality assurance tools and measures
• Develop and implement tools and guidelines for specific processes and
services, including guideline for review of reference responses
• Implement high-level standards for reference work
• Implement client feedback/evaluation form
• Provide customized writing workshop
Implement accountability framework to ensure the program is incorporated
into ongoing training and reference activities and is reviewed regularly
Conduct post-implementation evaluation of the quality of information and
reference services (also follow-up to previous quality assurance project)
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Quality assurance
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Maintain and foster a commitment to quality across the Library – develop a
“quality” dialogue and culture
Ensure products and services are relevant, accurate, timely, accessible and
comprehensible
Incorporate on-going evaluation and continuous improvement in planning