How to Give Your Users the LIS Service They Want.

How to Give Your Users the LIS Service They Want. How to Give your Users the LIS Service They Want BY SHEILA PANTRY AND PETER GRIFFITHS London: Facet Publishing, 2009. 192 pp. A$124.50 soft cover ISBN9781856046725 This book refers widely to other resources, and, although notpublished in Australia, it is internationally relevant. It alsoacknowledges the recent shift towards web and Web 2.0 resources andtheir library applications and should not date too quickly. Information provided could be applied across sectors andspecialisations. Not only does it discuss issues, it also endeavours togive practical and possible solutions. It is written clearly in arelaxed style and yet provides adequate information for readers to feelconfident in their comprehension of key initiatives. This book is aimedmore at the LIS manager or supervisor than those working in a more'hands on' way within the service. Initial chapters focus mainly on assessing resources and servicesby conducting an information audit and assessing the informational needsof LIS users through surveys and looking at past informationseekingbehaviour. Employing some project management concepts such as'needs analysis' and 'gap analysis' are advocated,but not in an overwhelming manner. While this book reads more like apractical guide than a theoretical text, it does make reference to awide range of other relevant literature and case studies. While conceptssuch as 'information audits' are explained well, a prudentinformation professional would require more detail before beginning sucha process. Chapters 3 and 4 discuss the need for library professionalsto maintain awareness of new developments and applications of resources(electronic) within the field. Practical examples and case studies areprovided here to illustrated assertions. Specifically, Pantry andGriffiths discuss the shift towards electronic and web-based resources.Strategies are proposed to assist information professionals in bothmaintaining awareness of and practically addressing such future trends. Chapters 5 and 6 focus on analysing information regarding past userbehaviour. The authors discuss applying this information when assessingthe adequacy of current LIS resources and services. Then the focusbecomes more strategic in that the strengthening of existing linksbetween the strategic plan and the service provided is advocated. Theimportance of meaningful marketing and promotion to stakeholders is alsodiscussed. Subsequent chapters emphasise the importance of regularreassessment of user needs, as well as the need for continuing awarenessof future trends and requirements. This book provides a myriad of practical and somewhat detailedideas on how to assess what your LIS user wants, what you have and howto make up the difference. Pantry and Griffiths discuss current issuessuch as Web 2.0 applications more in an effort to make readers awarerather than offering practical suggestions on implementation. Yet thereader is not left feeling dissatisfied. This work contains a sizableannotated bibliography for each chapter and well as a section titledWhere to Go for Information. Resources are listed by country, andAustralasia is well represented. Overall, this book is recommended toLIS managers and supervisors. It would make a practical and worthwhilecontribution to any collection. Wendy Frerichs RMIT University