Implementing library service agreements: the experience of Australian health libraries

Lindsay Harris, The Queen Elizabeth Hospital
Susan J. Rockliff, The Queen Elizabeth Hospital

Abstract

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 in libraries. Aspects considered are the definition of service agreements, what they are and are not, how they are developed, the scope and contents of such agreements and areas likely to cause difficulties. The experiences of Australian health libraries in the implementation of service agreements and key features in their success or failure are also discussed.