Abstract:
Instructional pamphlets are a common feature of all modern libraries, however they are not commonly given a great deal of attention by management or the literature. Recently the University of Canterbury Library introduced a new policy to coordinate the writing and organisation of these pamphlets. The purpose of the research was to conduct a case study in the development of this policy to determine the issues and problems encountered, and to outline the solutions proposed to these problems and issues. The primary focus of this research was to focus on how service quality was to be improved by this policy.
The study was carried out by using the documentary evidence held by the University of Canterbury Library and by then conducting interviews with those staff involved in the development of this policy.
The results of the study showed that despite the University of Canterbury Library not yet having conducted evaluation to determine the effectiveness of the new policy, the service quality offered by the instructional pamphlets has undergone a noticible increase.
