I've been checking up on the targets for this autumn's satisfaction survey. T.Aldous has committed us to:
Found the book they wanted: 94%Is this achievable?
Found the information they wanted: 93%
General satisfaction: 95%
I looked around at all the books that hadn't been catalogued yet because Jimmy Huddersfield went and retired after only giving three months' formal notice. And all the books in boxes waiting to be transferred to other libraries by the non-existant Stock Librarian. And the chaotic state of Helminthdale Central where the priority has had to be "try and keep the doors open with the staff left after taking into account vacancies; sickness due to stress; and covering vacant posts at branches." Then I think of the depth and range of the in-house staff training on enquiry and information work and the library assistants dumped on the reference library desk at a moment's notice to make up numbers. I do a quick Google search and have a look at the actual figures achieved by a dozen library authorities, including some that we're always told are red hot good. They average out:
Found the book they wanted: 77%
Found the information they wanted: 75%
General satisfaction: 94%
Do I think it's achievable? What do you think, chums?