Library and information science education for the Knowledge Age: Update on this important ALIA Project
Christine McKenzie, ALIA, Canberra
This presentation will provide information on ALIA's LISEKA Project, which has as its aim to develop a framework for library and information studies (LIS) education in the 21st century. An extensive consultative process identified two main characteristics necessary in an educational framework:
· ALIA to retain its role as standards body for the profession
· Need for an effective CPD program.
From this, a set of guiding principles was developed on which to base the framework, which will link entry to the profession, work place expectations and further development in a career-long structure. This in turn will be linked to ALIA membership categories and will directly relate to the ALIA statement on core knowledge, skills and attributes.
With Stage 1 of the Project complete, a new Working Group has been established to carry the project forward. During LISEKA Stage 2 a series of pilots seeking a new approach to CPD is in progress, including using existing staff development programs, developing a user friendly registration and verification process and mounting a comprehensive online handbook on the website. At the same time the Working Group is consulting with LIS schools about the development of possible new models for course recognition to ensure ALIA's continuing role as a standards body for the profession.

1C Portals & Services

Librarians and electronic document management - a learning curve
Judy Thompson, Project Manager and Necia Agnew, Information Specialist, Information Solutions Group, Corporate Division, Department of Industry, Tourism and Resources, Canberra
Case study of the Electronic Document Management System (EDMS) Project in the Department of Industry, Tourism and Resources. The authors were assigned to manage the Project, from a background as special-librarians, and found themselves on a steep learning curve while they saw the project through from planning, to user-consultation, product identification and customisation, to rollout to 1300 users. The Project involved extensive consultation with user groups, liaison between the Department's outsourced IT provider, as well as the company engaged to customise the base product for the Department. As well as contract and consultant management, the authors were involved in designing screens and specifying requirements and functionality, conducting information and training sessions, establishing a Project Intranet site, and putting together submissions for funding and approvals. The Paper will explain how the authors were able to draw on their skills and experiences as information managers and librarians to coordinate the design and implementation of the EDMS: skills including people management, customer relations, knowledge of how people use, and importantly seek information. The experience of the authors has been that their information skills equipped them well for rewarding information-based work within their organisation, and that they were able to act as "ambassadors" for themselves and for their profession.

So, an Engineer, a Lawyer and a Librarian Go Into a Subject Gateway ... or Engaging Your User Community in a Virtual Environment
Nicole Clark, Coordinator, Australasian Virtual Engineering Library and Barbara Thorsen, Manager, Walter Harrison Law Library, University of Queensland Library, Brisbane
Subject gateways exist to provide seamless access to high quality, specialised information resources. They enable the Internet researcher to confidently access trusted information within pre-defined, discipline-specific boundaries. Engagement with the target user community is crucial to the success of a subject gateway. Client needs will ideally inform such crucial gateways development decisions as the user-interface design , resource selection criteria and service delivery strategy. This paper examines these issues from the perspectives of two gateways that target substantially different communities. AVEL Sustainability Knowledge Network (a gateway aimed at engineers and sustainable development practitioners) and WebLaw (a gateway for legal professionals) are used as case study examples.

Just browsing thanks: subject access to CSIRO's web
Cynthia Love, CSIRO
CSIRO has a large and complex web environment that is information rich. However there is a real challenge to provide access to that information in ways other than by organisational structure.
This paper discusses an initiative to introduce subject classification into the site balancing practical reality with theoretical purity to achieve a workable outcome. It looks at the issues addressed, the choices made and the reasons behind those choices.

Streamlining the Daily News Clippings Process
Norma Tovey*, Maxus Australia, Melbourne, Lucy Caminschi, Worksafe WA Perth and Stephen Cayless, Library Technology Solutions Fremantle, WA
This paper reports on an innovative use of new technology to streamline the publication of media clippings received at the WorkSafe Division of the Department of Consumer and Employment Protection in WA. Previously the numerous clippings of interest to staff in the division were received in hard copy each day, scanned to JPEG files, index records created then published on the intranet. Media Monitors is now able to email the clippings to the Library as PDF files, along with index records in XML. An automated process has been designed to convert the XML data into ASCII records, which are imported into the database. The PDF files are simply placed in the correct location on the network, and within minutes the information is accessible to all intranet users. A task that used to occupy up to two hours daily has been reduced to five minutes. The paper will describe the software and the procedures used, highlighting the use of XML for this service.

2A Legal Issues

Both sides now
Francis Johns, Sydney
The author has spent ten years in legal publishing and is currently teaching law and now has to use online legal research products on a day to day basis. This paper recognises the gulf between the design objectives of the commercial publishers and how the products are actually used. How did we get to this point? Over generations reading conventions have been established which all publishers comply with, such as page numbering, indexing, headers and footers, tables and font selection. Modern publishers have never behaved as if they invented the book. Electronic publishing put publishers in an unfamiliar position as developers of a medium as well as distributors of content. However they could be accused of assuming they knew exactly what they were doing. Was this arrogance or naivety or a combination of both? Case studies: CaseBase; Australian Current Law; Unreported Judgments-has the benefit of electronic publishing been maximised or can it be a hindrance? LexisNexis and Westlaw have always had powerful search engines, flexible display options, relevant field searches, and a variety of useful print options. Both were able to benefit from the economies of scale of operating in the world's biggest legal market (note that LexisNexis began as an online information aggregator and not a publisher). Butterworths and LBC have had to operate in smaller markets with limited resources. The trend over the immediate future is towards convergence of the technologies of the major publishers. Globalisation means locally we will benefit from these economies of scale. There is no doubt the next generation of online resources is going to be exceptional. However there is a sting in the tail. Globalisation means more of an emphasis on companies providing shareholder value. Publishers will be obliged to maximise returns on their investment. Future issues may not be useability, reliability or speed, but quality of content and, of course, pricing.

Privacy and IT issues for information professionals
Kent Grey, Partner, Minter Ellison Lawyers, Adelaide
A whole gamut of "digital legislation" has emerged in recent years, regulating the use of electronic resources, online copyright issues and, most recently, the privacy of personal information collected and used by organisations in the private sector. Importantly, the law now addresses a range of online crimes.
This legislative change has not been unexpected, spurred on by societal concerns about increasing reliance upon online technologies for information management processes. Developments in the law have been necessary to address concerns by rights holders about improved methods of storage and collection of personal data, more efficient ways of using electronic resources and associated problems of controlling the use of that information online.
The new "digital legislation" challenges the competing interests between protecting rights of information owners and the wider public interest of assuring unrestricted information exchange. This paper focuses on three major pieces of legislation: the digital agenda reforms to the Copyright Act 1968, the private sector privacy provisions of the Privacy Act 1988, and the Cybercrime Act 2001. It outlines key provisions in these Acts and highlights their impact on the way that Information Professionals operate. In addition, this paper discusses the role of Librarians and other information management professionals in ensuring compliance with these new laws.

Textbooks and the Reproduction of a Discipline
Dr Mark Israel, Reader in Law and Criminology, Flinders University, Adelaide
Textbooks can play an important part in the reproduction of a discipline. They can do so in two senses: first, they reproduce and synthesise the ideas that set that discipline apart; in addition, they can have a role in reproducing and renewing the people who work in the discipline, helping to recruit and socialise, or perhaps even 'discipline' new personnel. Yet, in some parts of the world, textbooks have become a deeply conservative medium both in content and in form, reflecting the needs of an odd assortment of publishers, academics and patrons. As such, textbooks are worthy of study both as a cultural artefact and as a surrogate curriculum.
Using the growth in Australian criminology textbooks as an example, I examine the relationship between texts and disciplines. First, and briefly, I investigate the development of an Australian criminology; second, I consider what a textbook might contribute to the reproduction of an academic discipline; and third I examine what these textbooks might tell us about the state of a discipline in Australia.

2B Information Evaluation

Enhancing end user searching of HealthInsite
Jill Buckley Smith*, Prue Deacon, Stephanie Tow, Russell Kindervater, HealthInsite Editorial Team, Commonwealth Department of Health and Ageing, Canberra http://www.healthinsite.gov.au/
HealthInsite is the Australian federal government's Internet gateway to quality health information for Australians. The site uses Verity's Information Server and makes extensive use of metadata for both user and system searching. HealthInsite has two main search options: a simple text Quick Search and a Power Search. A third search option is the thesaurus search, which is more likely to be used by information specialists than consumers. Users are also given a Refine Search option from search results pages. A review of user searching on the site aims to provide information that can be used to improve subject searching for end users, by providing options better matched to users' searching behaviour.

More than a collection of electronic resources? A look at health libraries in the era of CIAP
Gillian Wood. NSW Health Department, Sydney
Across Australia, clinician knowledge initiatives, such as the Clinical Information Access Program (CIAP) in NSW are taking hold, and being enthusiastically greeted by clinicians in public health systems. But with these systems offering an extensive suite of electronic resources, including hundreds of journals and many textbooks, libraries have been forced to redefine their roles. The key issue is identifying how libraries differ from a collection of electronic resources.
Five years after the introduction of the CIAP, this paper looks at some of the impacts on libraries in NSW Health. This is in terms of how their activities have changed, such as balancing training roles against research and document delivery services. But in the broader picture are the less-quantifiable areas of expertise which are being taken from libraries, such as collection development. No overall collection development plan guides the CIAP, yet the inclusion of journals electronically can have severe negative effects on a library's budget. This paper will look at such areas, and raise suggestions of turning these into opportunities for libraries to work in partnership with the knowledge initiatives. Marketing, user profiling, and demonstrating performance and value are also addressed.
In conclusion, the paper will hazard some predictions for the future of libraries and the knowledge resource initiatives, with some suggestions of how libraries might work to enhance the prospects of both.

Quality Criteria Models Used to Evaluate Health Websites
June Anderson (1)* and Rosetta Manaszewicz, School of Information Management and Systems, Monash University, Melbourne
Consumer use and reliance on internet health information is rapidly increasing, along with concerns as to the quality of the information provided in the thousands of health websites currently available. Numerous studies have revealed the inaccuracy of information ranging across many areas, and have highlighted the potential dangers this can present to a lay audience requiring consistent and reliable health information. This paper provides an overview of the major quality 'standards', guidelines and criteria such as DISCERN, CancerIndex, MITRETEK, BIOME and the JAMA guide to 'Quality on the Net' that have been developed in recent years to specifically evaluate online health information. It outlines the use that has been made of them by the Monash University led team in the identification, assessment, and 'quality rating' of breast cancer information resources phase of the Australian Research Council Linkage project - "An Intelligent, User-Sensitive Portal to Breast Cancer Knowledge Online". Coverage is also given to the way that quality indicators have been included in the development of the descriptive metadata schema for the project, and how that will assist the portal prototype in providing users with relevant online information which is both 'reliable' and relevant to the individual's needs. In light of the results obtained from in-depth interviews of over 50 women with breast cancer from varying backgrounds in the user needs analysis phase of the study, the paper also explores the 'suitability' of such models from a consumer's viewpoint.

2C Service Level Agreements

Shared Funding of Teaching Hospital Libraries: Developing a Formula
Bronia Renison, Townsville Health Service District, Townsville and John McKinlay*, James Cook University, Townsville
Townsville Health Service District and James Cook University have cooperated to provide health library services since 1993. The major clinical collection is located at the hospital library, duplication of resources is minimised and the university provides assistance with staffing. The establishment of a new medical school and other factors including numerous adjunct appointments indicated a need to develop the existing arrangement into a formal service level agreement. To inform this agreement, a survey was devised to collect quantitative and qualitative data from both staff and students at public hospitals and university campuses in Townsville, Cairns and Mount Isa. The survey was conducted during May 2002, with some useful data resulting. A repeat survey with a modified tool is planned for May 2003. The authors will briefly describe library services to clinicians, academics and students in the health sciences in North Queensland. The reasons for developing a formal service level agreement will be discussed. The developing survey tool and survey results will be presented.

Implementing library service agreements: The experience of Australian health libraries
Lindsay Harris, Library Manager and Sue Rockliff*, Senior Librarian, The Queen Elizabeth Hospital & Health Service, Adelaide
There is little in the published literature on creating and implementing service agreements in libraries as distinct from reports on the outsourcing and contracting out of discrete functions or entire services. This paper examines the role of service agreements in Australian health libraries and their operation by libraries. Aspects considered are the definition of service agreements, what they are and are not, how they are developed and for what reasons, possible contents and scope of such agreements and areas likely to cause difficulties. The experiences of health libraries in the implementation of service agreements and possible key features in their success or failure are also discussed.

The information specialist in the clinical team: Building expertise in evidence-based healthcare
Ruth Foxlee, Librarian, University of Queensland Library, Brisbane
The Clinician Development Program (CDP) is an initiative of Queensland Health's Quality Improvement and Enhancement Program. At the Royal Brisbane Hospital & Royal Women's Hospital Health Service Districts (RBH & RWH & HSD), evidence-based practice is an important CDP area in which several projects were carried out in 2002. This paper describes one such project. A health librarian was invited to accompany the clinical team on morning rounds in the RBH & RWH & HSD Medical Assessment & Planning Unit (MAPU). The health librarian conducted information skills training in the ward and helped clinicians to answer questions directly related to patient care. Questions not answered during the round were followed-up, usually within 48 hours, and responses emailed to the consultant who led the rounds. At the project's conclusion the consultant invited the health librarian to continue as a member of the MAPU clinical team, thus acknowledging the valuable role an information specialist can play in incorporating research evidence into patient care.
Evidence-based practice (EBP) offers health librarians the opportunity to redefine their roles in healthcare organisations. Clinical librarianship creates a space, albeit a contentious one, for the health librarian at the bedside. This paper describes the experiences of one health librarian and attempts to demystify the role of an information specialist in EBP. It also highlights some of the challenges facing librarians and clinicians attempting to embed EBP in clinical settings.

Keynote speaker: Law How to Think About the Future
Richard Susskind, IT Adviser to the Lord Chief Justice of England
In this presentation, Professor Susskind will be reflecting on the impact of current, emerging and future technologies on the work and careers of librarians. Much of the talk will be devoted to adopting an appropriate mind-set for the future, encouraging delegates to reflect on the fundamental value that they add through their work, to embrace innovation as well as automation through technology, and to consider that the future is not pre-determined but is an exciting set of possibilities for librarians to exploit. He will reflect on the significance of the dotcom crash, the impact of the "net generation", the relevance of "disintermediation" and he will anticipate an era characterised by, as he puts it, "clicks and mortals". He will argue that the professions, in the future, will no longer be dominated by the current delivery model: one-to-one, consultative advisory service. Instead, much professional knowledge and experience will be imparted via information systems, widely available across the Internet. These information systems will be designed and developed by a new breed that he will call "information engineers". He will suggest that many librarians are ideally suited to perform this new role, as well as to provide all manner of other exciting services in the coming age of the IT-based information society.

Keynote speaker: Health
Linda Watson
For biomedical information, the world relies on the products and services of the U.S. National Library of Medicine (NLM). This paper focuses on three of them -- PubMed®, which encompasses MEDLINE®, PubMed Central (PMC), a new and growing digital archive for the life sciences journal literature, and MEDLINEPlus®, NLM's website for consumer health information. Background information, current use, and future plans are presented for each. The paper reflects the perspective of an academic health sciences library director whose clients rely heavily on NLM databases for their work. Those clients are less familiar with PubMed Central and the growing movement toward open archives and open access publishing. Efforts at educating them about the issues in scholarly publishing are briefly addressed.

3A Remote Users & Training

Community-based users: a neglected species? The Southern Health (SH) experience
Marijana Bacic*, Deputy Librarian and Andrew Rooke, Chief Librarian, Southern Health Library Network, Monash Medical Centre - Clayton Campus, Melbourne
The creation of area health networks throughout Australia has introduced many health sciences librarians to coordinated care between acute hospitals and community-based health care organisations such as community health centres and psychiatric crisis teams. A survey of the library literature indicates that on an international scale, little is known about the services provided by hospital libraries, in area health networks, to their community-based health professionals. Southern Health (SH) is a local example of the creation of such a network: a merger of community-based organisations and hospitals in the south-eastern metropolitan region of Melbourne.
An examination of whether information needs of SH staff located in the community were being met, was conducted by means of two surveys. Ways in which the SH library service has attempted to meet needs is discussed and the ways in which the SH library service has succeeded and failed. Can the failures be considered "neglect", or, simply a consequence of the expansion of a hospital service, not provided with sufficient resources, to accommodate such growth?

Cheap and Easy Ways To Be Everyone's Personal Trainer : Tried and Tested Options For Producing Library Tutorials Using Audio And Video
Sue Porter* and Jason Schimming*, La Trobe University Library, Melbourne
More than ever, the librarian needs to consider options for remote delivery of information literacy, due to a growing patron demographic and a corresponding reduction in staff numbers. She cannot reach all her clients in person due to distance, time constraints, or their lack of interest in visiting the library to attend classes. She may want to create a tutorial that users can borrow or complete online, but she doesn't know where to start, or what equipment or software would be needed, and it's likely she doesn't have a lot of funds or time. Staff from the Reference and Audiovisual Divisions at La Trobe University Library recorded a series of live and simulated classes using various hardware and software, the aim of which was to reduce class contact time for reference staff, and increase access to classes for distance students. It was difficult to identify media that would capture and output a tutorial that was clearly visible and audible on videotape, CD-ROM or over a 56 kps modem, but there are a handful of options that do. These options cost between nought and AUS$1,000, are easy for the librarian to learn or use in-house, and allow the user to hear (and sometimes see) the librarian speaking to them. The results are presented here to empower and guide other librarians who don't know where to start.

Travel, training and "warmware": critical success factors for utilising the Queensland Health Clinicians' Knowledge Network at a distance
Janet Iffinger, Rural Information Network Librarian, Health Sciences Library, Rockhampton
The Clinicians Knowledge Network (CKN), a suite of electronic databases including online journals and books was launched on the Queensland Health intranet in 2001. Designed to provide common and equitable access to these resources for all Queensland Health staff regardless of location, one of the critical success factors for the utilisation of CKN in rural and regional Central Queensland (area 432,000km2) has been the availability of training in situ, no matter how remote, and ongoing personalised support.
Building on experiences with training and support for medical, nursing and allied health users of several pre-existing LANs at 52 sites in Central Queensland has allowed for the delivery of customised training for various CKN user groups.
This experience has demonstrated that the "warmware", ie. face-to-face training, still remains the most important component of the training process particularly for rural and remote clients on the periphery of a corporate initiative such as CKN. The development and delivery of training and client education resources is discussed along with the evaluation of the CKN training. Major findings of this evaluation demonstrate a need to continuously refine and repeat training opportunities and resources to effectively meet various client needs.
The paradoxical value of CKN and enhanced end user training is discussed within the context of the impact this has had on role of the Rural Information Network Librarian. This role has shifted from a traditional reactive function to a proactive one empowering clients to competently find and critically appraise information to meet their needs.

3B Training Lawyers

Teach Yourself Legal Research: an Online Tutorial
Lynette Falconer, Associate Law Librarian and Yvonne Wilcox, Senior Librarian,University of New South Wales Law Library
This paper will discuss a project undertaken at UNSW Library to produce an interactive legal research tutorial:
http://www.library.unsw.edu.au/~law/TSISL/Legal_Research.html
The tutorial is primarily aimed at university students who are undertaking one or more law subjects as part of a degree in another field, for example commerce students studying business law. These students often have to undertake legal research to complete course work. Many of these students are from overseas and have a limited, or no, understanding of the common law or the Australian system of government. They have limited time and may be reluctant to enter a law library. We chose an online delivery to reach out to them in an environment that is already familiar to them - the Internet. The project combined the teaching and learning skills we developed through a Teaching Skills for Information Skills Librarians course, and expertise in legal research in a modern law library. This paper would fit into the Customer Services and the Future of Librarianship stream of the Conference. It is an example of online information literacy and of serving invisible clients.

Computer researching - Training judges in the Federal Court
Imelda Payne & Angela Fassoulas, Federal Court of Australia
This paper discusses how training in the use of electronic legal information sources has been conducted in the Federal Court with particular emphasis on Judges in the NSW Registry. The history of the introduction of electronic services in the Court is outlined showing the gradual evolution from diskettes to CD-ROMs to Online services and the Internet. The importance of how the IT infrastructure supporting electronic services can either create barriers or facilitate usage is developed.
Training methods employed such as hard copy guides production, flyers, demonstrations, one on one are described and evaluated. The results of a survey of users inquiring into current usage and future requirements are reported on. The non-technical barriers to and drivers of usage of electronic services are also discussed in the context of the specific user population of the Court.
The influence of associates, impact of judge organised training, seniority and peer pressure are all factors. The role of publishers' trainers in supporting the Court's training programme is addressed. The impact of the introduction of an Intranet in raising awareness of and increasing expectations of electronic services delivery is noted. Future developments such as remote access and use of PDAs are briefly outlined.

Training as Library Customer Service - Libraries and Learning Should Go Hand-in-Hand, but Who has a Handy Training Theory ?
Jan Harrison, Librarian, Sparke Helmore Solicitors, Sydney
Special Librarians are becoming increasingly involved in training and learning activities as part of their information role and customer service strategies. Some Librarians are 'natural teachers' and leap at every opportunity to help their clients, whilst others are drawn into offering training in a more strategic sense to enable use of electronic resources, and also to give users more independence to undertake their own research. Much of this incursion into learning activities is happening in an ad hoc way (driven by information products), and not necessarily well informed.
Some pertinent questions are - How many Librarians working in specialised libraries know much about adult learning theories and practices, let alone seek to develop these skills in more than a train-the-trainer course ? What do we really need to know in order to be effective with our clients ? How do we go about evaluating the training provided by publishers to know whether its providing what our staff need?
There are well developed theories, and a large body of literature on both adult learning, and the issues that affect learning in the workplace. If Librarians want to be really effective in the area of service to our customers, then we need to begin to expand our areas of expertise to include knowing something about such things as adult learning concepts, different learning styles, the importance of incidental learning, how to develop and evaluate learning strategies and objectives. In other words, we need to adopt a working theory that underpins the training approaches we want to develop as part of our knowledge services.
This paper will outline some key concepts of adult learning, and provide some points for discussion about whether adopting a theory of learning, really can inform our practice as Librarians and Knowledge Managers.

3C Evidence-Based Health

A Career Opportunity: Clinical Specialist Librarian
Ann Andrew, Central Gippsland Health Service, Sale, Victoria
An allocation of funding by the State government to improve infection control practice in Victoria, gave the infection control practitioners in the Gippsland region an opportunity to employ a project officer to assist them to acquire the necessary skills to use electronic resources to improve their practice.
Within the nursing profession there are many practitioners who have progressed in their careers without needing to have computer skills. They are now going into areas of expertise where the ability to use a computer confidently and competently and to have good information management skills is essential to their practice. To access databases of evidence based practice requires advanced internet skills and to communicate effectively requires advanced email skills. The DHS is requiring electronic responses to questionnaires, and making resources available on the internet, without seemingly being aware that many practitioners do not have the expertise to deal with these functions.
This position enabled me to step out of the library and work with a well-defined group over a period of time to help them to improve their skills. This meant that I had the opportunity to delve into a specific area in detail and develop a much higher level of knowledge than is normally required in the library. In effect I became a clinical specialist librarian. My goal was to empower the practitioners to obtain knowledge which would lead to improved practice, not only on an individual basis, but as a regional team.
The massive growth in information resources and the lack of ability among practitioners to use these resources, has created an opportunity for librarians to develop clinical expertise to assist practitioners to make use of the information resources that are available to them.

A pilot application of the Value Toolkit: assessing the impact of information services to clinicians in regional Queensland
Patrick O'Connor*, Manager, Library & Information Services, Queensland Health, Rockhampton and Margie Wallin*, District Librarian, Queensland Health, Mackay, Queensland
This paper outlines the use of the Value Toolkit with clinicians in regional Queensland, in particular Queensland Health personnel, to determine the impact of library services. The Value Toolkit was developed by Hepworth and Urquhart at the University of Wales in the mid 1990s with funding from the British Library. To date it is the only validated research toolkit of its kind and has been used in over 43 UK health library and information services. The Value Toolkit provides standardised questionnaires to assess user needs, measure service provision and to determine the impact of information services.
The goals of this wider Queensland study are to: assess the impact of information services on clinical decision making; provide evidence of this impact to support service development; and to identify ways for improving the impact of information services on clinical decision making.
This pilot study revealed the identity and details of information service users, non-users and potential users; provided data on information service provision; and systematically documented the impact of information service provision. The value users' place on information was measured and quantitative and qualitative evidence for the effectiveness of information services was obtained in terms of impact upon patient care outcomes. Recommendations for further service development based on these findings are included in this paper.

Librarians, Doctors and Ward Rounds: Interesting findings from the NICS Clinical Evidence Researcher Study
Ruth M Sladek*, Researcher, NICS Clinical Evidence Researcher Study, Carole Pinnock, Principal Research Scientist, and Paddy Phillips, Head of Medicine, Repatriation General Hospital, Adelaide
The first formal Australian study of an 'informationist' was recently completed at the Repatriation General Hospital, Daw Park. After a Feasibility Study found that doctors were receptive to this new potential role, an experienced medical librarian attended ward rounds and clinical meetings in areas of acute medicine over a period of 6 months. In response to questions arising about individual cases, a written summary of the best available evidence to answer each question was provided.
This Paper will describe the findings of the Feasibility Study that are of particular interest to librarians: how often do doctors currently search for case related information, where do they look first, and what resources do they use? Particular attention will also be given to describing the structure and methodology of the Pilot service, based on Davidoff & Florrance's (2001) concept of the 'informationist', called the 'Clinical Evidence Researcher Service'. Questions will be addressed such as which resources were searched, which ones provided the answers, and why didn't this innovative project use the term 'Clinical Medical Librarian'?
Acknowledgement: This study was supported by a research grant from the
National Institute of Clinical Studies.

Evidence Based Practice and Information Literacy: a Perfect Partnership
Karen Joc*, Biological and Health Sciences Library Service, University of Queensland Library
The last decade has seen a rapid growth in the availability of free health information via the Internet. The reality is, that we are living in an information society, and as a result, there is growing global recognition, within the health sector, of the importance of information literacy education. The University of Queensland Library (UQL) plays a key role in developing and integrating information literacy programs into course curriculum. Librarians have worked collaboratively with academic staff in the planning, delivery and evaluation of information literacy programs that reflect the University's graduate attributes.
Today, patients virtually have access to same resources as doctors, the most recent being The Cochrane Library freely available to all Australians. As a result of this, and the increasing trend towards evidence based practice, patients are increasingly questioning doctors on whether they are receiving the best possible treatment for their particular condition. Acquisition of evidence based practice and information literacy skills is being driven by the need for these "new" doctors to be able to make value-based decisions at the point of patient care.
Critical reflection and evaluation play an important role in UQL's information literacy programs. These programs no longer simply involve transmitting information, but have embraced action-learning paradigms. This paper will focus on the implementation and critical evaluation of evidence based information literacy pilot project "The Librarian in the Classroom" which was implemented and integrated into the year one curriculum of the graduate entry medical program Bachelor of Medicine and Bachelor of Surgery (MBBS), in 2001. Particular focus will be on how this program has contributed to students' acquisition of evidence based practice and information literacy education skills.

Keynote Speaker
Just in Time Knowledge Management
David Snowden
Critical errors are made daily in the practice of knowledge management at organisations the world over. Things need to change and knowledge managers must concentrate on the channels through which knowledge flows as much as managing knowledge itself. David Snowden looks at three common errors in the KM field and lays the groundwork for learning from the concept of just-in-time KM solutions that use natural knowledge flows that already exist in the organisation.

4A Knowledge Management

Culture, Collaboration and Competition
Sue Myburg, University of South Australia
There are tensions that exist in implementing a Knowledge Management (KM) program in an organisation, specifically from the point of view of the corporate information manager. This necessitates a leap from managing documents, to managing content and information flows. Such an initiative demands that attention is paid to how knowledge is created within the organisation, notions of ownership by individuals and by the organisation, and evaluating intellectual capital as an asset. Simultaneously, as is well known, successful KM can only take place on a collaborative basis. There are therefore conflicts between the purpose of KM, and how it may be achieved. This paper explores how these challenges may be resolved from the point of view of the information manager.

Applying knowledge management in law firm alliances
Heather Carine, Information Services Manager, Hunt & Hunt Lawyers, Adelaide
Strategic alliances are formed between firms to gain from their business partner's market, client or legal expertise in some way, yet very little research exists on how alliances use knowledge management to benefit from the knowledge held within the alliance.
I have undertaken a study of how law firms in competitive strategic alliances use knowledge management within their alliance compared to the knowledge management approach adopted by the individual firms that form the alliance.
The findings of this study have implications for knowledge management practitioners in law firms who are responsible for planning and implementing a knowledge management strategy to support their firm's alliances, particularly in the area of the selection of appropriate knowledge management tools.
The primary issues that need to addressed in this process include:
· Understanding the aim and purpose of the alliance
· Identification and focus on areas of knowledge that are a priority for the alliance
· Aligning the knowledge management tools to the aim and purpose of the alliance.
Furthermore, practitioners need to manage the cultural barriers that will affect the alliance through:
· Understanding the alliance parameters
· Focusing on developing trust between colleagues within the alliance
· Continuously building support for the alliance knowledge management strategy using change management principles.

Sharing knowledge: a key to lift up people life through science
Tjempaka Sari Hartomo* and Rosa Widyawan, Indonesian Institutes of Sciences, Jakarta, Indonesia
Knowledge is power (nam et ipse scientia potestas est) as introduced by philosopher Francis Bacon in the 16th century has proved widely through the period in history. The rates of human development such as our capacity to improve the health and welfare and to overcome poverty as well as to achieve sustainable world are examples of the power of knowledge. Hence, the rapid development of knowledge will be meaningless unless it is shared.
Indonesia of Institute Sciences (LIPI) has been a referred center for science and technology in Indonesia. This Institute has a scientific capability to produce numerous scientific discovery and services. Some of its products has been utilized by stakeholders, namely industries, and government institutes for the benefit of the people. However, this system should be strengthened and improved by efficient and effective science communication programs: such as science briefing, industry relation, public advocacy, press release, etc.
Knowledge based resource management plays important role in this endeavor. The Center for Scientific Documentation and Information, The Center for Innovation, Bureau for Cooperation and Popularizing Science and Technology work together to bring science to the people for their better life.

4B Legal Publishing Session

This panel chaired by Helen Wallace, ALLG National Publishers' Liaison Representative, explores the future directions of legal publishing.

4C Best Practice

Accountability and Accreditation for Special Libraries: It can be done!
Brigitte Glockner, Senior Librarian, Women's and Children's Health Service, Perth
As a Health Librarian I am very familiar with the accreditation process in hospitals. I have also worked in a number of special libraries ranging from very large to one-person libraries. In 2000 the 1st ALIA National Policy Congress recommended that accreditation of special libraries should be implemented. Due to the restructuring process this recommendation has been put on the back burner. However, my flame is still burning brightly - or you could say that I am vigorously riding my hobbyhorse.
I have modelled the proposed guidelines roughly on the EQuIP Program of the Australian Council on Healthcare Standards. This program is recognised as a national and international leader in the accreditation process.
In economically affluent times Special Libraries spring up like mushrooms in government departments and private industry. When money becomes tight Special Libraries are targeted because management perceives that every bit of information they need is freely available on the Internet. Of cause we know better. It is therefore very important to be able to show management the Special Libraries' worth. Accreditation will be the ideal tool for this task.
The key principles of accountability and accreditation are:
· Customer Focus
· Leadership and Management
· Human Resources Management
· Information Management
· Safe Practice and Environment
· Improving Performance
My paper will give you practical and achievable guidelines on how accreditation can be applied to Special Libraries.

Reviewing Your Future
Patricia Aguado, Manager, Gardiner Library Service, Hunter Health and Leanne Cummings, Manager Library Services, Queensland Police Service
The Gardiner Library Service (GLS) provides highly dynamic, entrepreneurial and cutting edge services to Hunter Health (HH) (New South Wales Department of Health) clients and associates, geographically dispersed over 28,000 square kilometres.
Its main focus is to provide an information framework which progresses HH's goal to be the "leader in creating healthier communities" and "a leader in health research and development" (Hunter Health Corporate Plan 2000-2004). Library products and services are mostly provided in hard copy, or accessed in person. However with the geographical dispersement of GLS clientele there is an impetus to increasingly migrate services and resources to online delivery whilst maintaining a core collection of hard copy resources. In particular, there currently exits an inequity in levels of client access to library and information services, internet facilities and computers. These challenges and other notable factors were addressed in the framework of the GLS review with a view to identify the necessary infrastructure and foundations for a viable, competitive and innovative library service.
In July 2002, the GLS underwent a review of its past, present and future services, roles, partnerships, information technology, personnel, space and collection. The review was conducted on site over a four-day period where a panel of three external representatives interviewed GLS clientele. The aim of this paper is to discuss the review process including the terms of reference, framework, methodology, strategies and ongoing outcomes of the review.

Creating a vision - determining our future: a case study in building, developing and adapting a special library
Louise Arkles, Philanthropy Australia, Melbourne
This paper explores the particular challenges facing a one-person special library and the innovative solutions implemented over the past year. The Philanthropy Australia Resource Centre is the only library dedicated to philanthropy in Australia and has been transformed from an uncatalogued collection of publications to an internationally recognised library over the past 2 years.
We face 4 key challenges 1) the competing demands of servicing our non-paying customers, the public, whilst providing blue ribbon services to our paying members; 2) networking nationally and internationally when there are at approximately 70 philanthropy libraries in the US, but only one in Australia; 3) there was no common language or classification infrastructure suitable for the sector, and 4) providing a reference service on Australian foundations when there is a dearth of published information and research - some information exists only as tact knowledge inside staff members' heads. There is no legal requirement for foundations to report publicly and the sector generally is so secretive that the best answer we can give to some enquiries is ' we don't know' or 'we are not able to disclose that information' - a librarian's nightmare!
In the face of these challenges we have initiated, amongst others, 3 innovative practices - we are the first international library to join the Consortium of Foundation Libraries, we have used a free open-source library software package to put our catalogue online via our website, and we developed our own philanthropy classification system which has been hailed as a model for the international community foundation movement.

4D Professional Management

What can we do for you? - embracing new business in a competitive library world
Jane Bishop*, External Services Librarian and Miriam Saunders*, DLS-SA (Defence Library Services) Manager, DSTO Research Library, Defence Science and Technology Organisation, Edinburgh, South Australia
In a library world of diminishing budgets, less staff and downsizing of services offered, the Defence Science & Technology Organisation (DSTO) Research Library has actively sought to engage new business in order to retain its edge as a leading information provider. As the information support to over 2000 science and technology research staff at multiple DSTO sites throughout Australia, the Library has recently embraced new opportunities to provide extended services to Australian Defence Force (ADF) personnel and defence industry.
In July 2001, the Library took over the provision of library service to all ADF members in South Australia including a remote service with a travelling "liaison librarian" as one of the cornerstones. From January 2003, a trial service to a major defence contractor has also been implemented on a user pays basis.
Library service to the ADF in SA has been integrated as much as possible into the DSTO Research Library, in order to provide a seamless service to all clientele. Challenges have been in providing service to clients that are unable to visit the library or who may not have access to the Department of Defence Intranet.
The service to industry is an initiative in line with the Commonwealth government's policy to foster and develop industry as a key defence strategy. Services provided include reference, document delivery and access to the DSTO Research Library collections. The service operates on the recovery of direct costs plus staff time.
The planning and implementation of these services is covered in this paper, with some practical advice on how we did it, the lessons learnt and the way ahead.

Relocating Your Library
Dr Suzanne Lewis*, Librarian, Central Coast Health, Gosford, NSW and Ms Lisa Cotter, Information Services Officer (Librarian), University of Newcastle, Newcastle, NSW
The paperless library is not a reality. The electronic library coexists with hard copy resources. Therefore moving a library - whether it is across town or just across the road - is a daunting task. If it can be accomplished with minimum stress to library staff and disruption to clients it has been successful. If it can be used as an opportunity to weed resources, reorganise equipment and layout, or improve mechanisms of service delivery, that is a bonus.
The keys to successful relocation are planning and communication. Every minute spent on planning before the move will pay off during and after the move. Measure twice (or three or four times) and move once. Time spent communicating with staff, removalists, subcontractors, other departments within your organisation, and clients will also pay dividends providing the communication is clear, non-contradictory and well documented. Nobody involved in the relocation should be able to say 'I didn't know' or 'I wasn't told'.
This paper discusses the relocation process in four main stages - initial planning, intensive planning, the move and after the move. After our own experience of relocating a health library twice within two years we developed a Relocation Checklist to aid in a successful library move. Each item on the checklist is considered and the checklist is freely available to conference delegates who may be facing a library relocation themselves.

Knowledge Services: The New Information Professional in the New Information Profession.
Guy St Clair
Guy St. Clair is an internationally recognized leader with special expertise in team management and group facilitation. An author, his most recent book is Beyond Degrees: Professional Learning for Knowledge Services (New York and Munich: K.G. Saur).

5A Competitive Intelligence Panel

The Competitive Intelligence Panel session will explore CI from three different angles: the content provider, the researcher and the information manager.
Peter J Monaghan, Managing Director of CM Password Pty Ltd, a subsidiary of Capital Monitor, will outline the competitive intelligence market.
Cindy Tschernitz, Director of Tell Me Now, Business Information and Research, will discuss researching competitive intelligence and what distinguishes CI research from other business research.
Brad McGrath from Trimagic Software will discuss how competitive intelligence software is being utilised, and its potential.

5B Customer Service

Targeting our clients : the development of information and library service products for agricultural extension officers in NSW Agriculture
Sally C. Anderson*, Librarian, NSW Agriculture, Trangie, NSW
NSW Agriculture is a government department which provides a range of research, extension, education and regulatory services to the State's commercial farmers, graziers, horticulturalists, agribusiness and other groups.
The Information and Library Service Network of NSW Agriculture is made up of eight staffed libraries located at research and advisory locations thoughout the state. Approximately 30% of the staff are tertiary-educated extension staff. Their role is to work with the agricultural community to educate, improve production and efficiency and to transfer knowledge. It has been a concern of the Library and Information Service for some time that the services offered to this group are not always relevant and/or appropriate.Often the relevant information sources are not well-covered by indexing services. The staff concerned are traditionally short of time,spend little time in their offices and require information to be provided speedily when inquiries come from the public.
After extensive consultation with groups of these clients and discussion within the Network, it was decided to develop a product in a bid to meet the information needs of these clients. Extension Alert was released in September, 2002 and will be published every six weeks. It consists of a database of indexed articles from trade and industry journals arranged by subject. It is published in hardcopy and as a searchable database on the Information and Library Service intranet pages. The hardcopy is a subset of the searchable database. Other inclusions vary from issue to issue.
This paper is a review of the development and continuing evolution of Extension Alert and other services to extension officers within NSW Agriculture, including an extension portal on the library intranet pages.

Just for You - Just in Time: customer service in a specialised government library
Helen Hennessy, Manager, Library & Information Services, Office for the Commissioner for Public Employment, Adelaide
The Office for the Commissioner for Public Employment (OCPE) supports the role of the Commissioner in providing leadership to South Australian public sector agencies. This includes developing and implementing public sector human resource management policies, monitoring and reporting agency performance against legislation and policies, and providing strategic and key operational advice. Human resource management is a diverse and complex area and the clients of the OCPE Library & Information Services through the nature of their work are demanding and time limited. To add to the pressure the Library also provides its services, through service level agreement, to the rest of the Department for Premier and Cabinet and to the Department of Treasury and Finance.
What strategies and practical advice can we share on meeting the needs and adding value to the work of such a wide range of known and unknown clients.
· Excellent customer service
· Excellent product - tailored (located, evaluated and filtered)
· Proactivity (eye on the horizon)
· Being a colleague - engaging in the organisation
· Open to change - embracing new methods, structures and technologies
· Blending the traditional and the virtual library
· A user-centred approach to our operational work
· The skills and roles of the library professional
· Being pivotal in organisational learning and cultural change

Information Literacy in Practice in a Small Specialist Library Environment: the Australian Consumers' Association
Katherine Raper, Information Services Team Member, University of Western Sydney
The content of the paper is discussing the information literacy developments I put into place at the Australian Consumers' Association during my position as Librarian there between 1998-2003. The paper examines the following issues:
· The decision made for putting together some IL classes on the library resources for all staff at Choice Magazine
· The process for putting together the IL classes, in developing the skills of the staff to use the resources within the Library with confidence
· The areas for future development in information literacy developments at Choice Magazine and the areas which have been closely examined for development in other information literacy environments within libraries.

5C Change Management

Shifting Sands - the ideal foundation for a successful Library & Information Service
Cate Dawson, Manager, Library & Information Services, Multiple Sclerosis Society of New South Wales, Sydney
Charitable organisations have been experiencing great financial difficulties over the previous 2 years which have resulted in cost cutting whilst trying to maintain services. Over the past 12 months a number of external decisions were imposed on the MS Society of NSW Library & Information Services and immediate implementation was demanded. These led to major changes in management, provision and implementation of the services whilst the aims and objectives of the LIS and the Society's mission and obligations needed to be met.
An overview of the LIS is given, the "Shifting Sands" described and how they forced urgent, rather than on-going, appraisal of and action within the LIS.
From the onset the LIS Manager had freedom to decide on how the imposed conditions were satisfied, albeit in a very strict time frame, and control over the process of producing a new strategic plan and job description.
Two specific actions are detailed as well as their outcome. This paper demonstrates how an imposed emergency - the "Shifting Sands" - can provide an opportunity to make unorthodox changes and turn your job into the "dream" position!

Courting Change: The Federal Court's response to the need to manage information arising from Native Title claims.
Petal Kinder and Narelle Graefe, Federal Court of Australia
The word 'revolutionary' has been used when speaking of ways in which the practices and processes of the Federal Court have adapted to the hearing of Native Title cases. The addition of Native Title jurisdiction to the Federal Court in January 1994 brought about changes within the Court's procedures. The Amendments to the Act in 1998 heralded a major shift in the jurisdiction. It also acted as a catalyst for change in the area of management of information gathered by the Federal Court Library for the purpose of assisting with research. The authors will outline some of the changes to Federal Court procedures and discuss the availability of free access to online Native Title resources with particular reference to the approach taken by the Federal Court in collating Native Title resources.

Dragging your Organisation into the 21st Century: Introducing Online Services the Hard Way: A Case Study
Di Thompson, Librarian, Legal Services Commission of SA Adelaide
What can you do when clients or management resist your attempts to introduce new ways of providing or accessing information? How can you convince the major stakeholders that introducing new online initiatives will result in benefits to the organisation? This paper examines some of the successful strategies employed at the Legal Services Commission of South Australia to implement technology-based projects - it also outlines some of the failures! Sometimes you need to think outside the square if the methods advocated by the change management "gurus" don't work in your organization. Practical advice and ideas are given on issues such as obtaining funding for online initiatives, combating resistance to new technologies, collaboration with like-minded people in your organization, marketing your service, changing roles for staff, and making people think you are giving them what they want.

Closing Keynote Speaker
Purpose, Passion and Professionalism – The Keys to Knowledge Management and Service Success
Simon Tupman
“It’s not just what you do for a living that matters, it’s also what you do with you life” is the catchcry of the closing keynote speaker, Simon Tupman. In this one hour, upbeat, humorous and inspirational close, Simon outlines his keys to success as well as drawing on the highlights of other presentations from this conference.
In particular, you will learn:
• How to face up to continuing change
• What ‘professionalism’ really means
• How to market your services and sell yourself
• Strategies to help you grow personally and professionally
• The benefits of life balance
• How to shape you own future success

Page URL: http://conferences.alia.org.au/shllc2003/abstracts.htm
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Last Updated: 19 August 2003