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-====== Core Library Services ======
+====== Chapter 3: Core Library Services ======
 ===== Introduction =====
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 Parliamentary libraries that are upgrading their current systems or exploring new services can take advantage of a generational advance in the core systems used by libraries.   Library Management systems, Digital Library systems, Document Delivery systems and research services have all been transformed by web-based delivery of services.    Understanding the information needs and information seeking behavior of members and their assistants, parliamentary committees and other stakeholders is important in this context.   This section outlines core services that are enablers of information delivery in the Parliamentary Library.  The selection of these systems should be framed in an understanding of the role of the Parliamentary Library that is centred on the parliamentary needs as discussed in the previous chapter.
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 ===== Integrated Library Management Systems (ILMS) =====
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 ==== Standards ====
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 **Cataloguing & Metadata **
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   * ISO 28560 - A proposed ISO standard for data present on RFID tags.
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 ==== Software ====
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 **Open Source**
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 ==== Case Study ====
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 **NSW Parliament experience integrating Koha and DSpace **
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 For further information or queries, contact Deborah Brown at Deborah.Brown@parliament.nsw.gov.au.
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 ==== Case Study ====
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 **Inter-operability between the Czeck and Slovak Parliamentary Libraries**
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 Eva Malackova and Karel Sosna published a paper at the annual IFLA congress in Korea, 2006 on the joint Czeck and Slovak Digital Parliamentary Library, available at http://archive.ifla.org/IV/ifla72/papers/087-Malackova_Sosna-en.pdf.
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 ==== Standards ====
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 **Digital Library Metadata **
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 ==== Resources ====
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 http://www.eifl.net/.  eifl.net - provides low cost access to e-journal, e-book and open access resources for developing countries in Africa, Asia and Europe.  They support a number of programmes in facilitating promote access to knowledge through licensing arrangements, open access infrastructure, copyright guidance and advocacy and promoting the adoption of open source.
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 http://www.scirus.com/.   Scirus is a specialized search engine form Elsevier focused on scientific research and researchers.  It has has faceted searching that can filter on Digital Libraries.
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 ==== Standards ====
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 http://en.wikipedia.org/wiki/International_Digital_Publishing_Forum.  EPUB (Electronic Publication) is a free, open e-book standard promulgated by the International Data Publishing Forum
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 The library should develop a communication strategy around the needs of Parliamentarians and their staff.   Where the library undertakes significant research, this information can be communicated through e-news letters or Web 2.0 dissemination of information (see Chapter Five).
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 ==== Standards ====
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   * **NewsML** http://www.newsml.org is the most commonly used XML interchange standard for disseminating the metadata associated with news items (http://www.iptc.org/site/Home/). Selective dissemination agencies will typically provide the full text news content and associated NewsML metadata to subscribing agencies.
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   * **XML News**  http://www.xmlnews.org/docs/tech-overview.html.  An alternative XML standard for news syndication
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 ==== Case Study ====
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 **Member communication **
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 ==== Case Study ====
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 ** Federated Parliamentary Library System (FPL) **
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 ==== Software ====
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 **Single Sign On**
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   * TRIM. http://www8.hp.com/us/en/software/software-product.html?compURI=tcm:245-936980&pageTitle=TRIM-Software.  TRIM. One of the earliest and best known commercial enterprise Records Management systems, supported by Hewlett Packard.
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 ==== Aggregate Electronic Resource Providers ====
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   * Zebra.  http://www.indexdata.com/zebra.  "Zebra is a high-performance, general-purpose structured text indexing and retrieval engine. It reads structured records in a variety of input formats (e.g.. email, XML, MARC) and allows access to them through exact boolean search expressions and relevance-ranked free-text queries."
   * Summon.  http://www.serialssolutions.com/summon/. http://www.serialssolutions.com/summon/: Summon is designed to provide access to the entirety of a library's collection, be it journal articles, books, or media clippings, through a single search that provides relevancy-ranked lists of results. This is a product from the Proquest family and is integrated tightly with their databases.
   * EBSCO Discovery Service.  http://www.ebscohost.com/discovery. Another all-in-one package, integrated with EBSCOHost's large number of databases.
   * Google Search, Google Scholar & Google Books.  http://google.com  & http://scholar.google.com & http://http://books.google.com.  As it creates more specialized features, like Google Scholar, Google Maps and customized Google indexes
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 ===== Reference and Information Services =====
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   * Newsletters
   * Visibility and promotion of the service through the intranet
-   The delivery of these services therefore needs to balance timeliness relevance
+   The delivery of these services therefore needs to balance timeliness with relevance
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   * Ability to route requests between staff.
-The extension of the instant messaging approach to SMS offers the ability for Parliamentary clients to submit requests "on the fly" with similar management needs.
+The extension of the instant messaging approach to SMS offers the ability for Parliamentary clients to submit requests "on the fly".
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+==== Client Relationship Management (CRM) & Knowledge Management ====
-Case study needed here
+In the introduction to this handbook we discussed the need for the library to focus on the information requirements of members and their staff, and to provide impartial information from disparate sources that service their needs.  Some libraries are moving away from the concept of the "Reference Desk" as a point of information delivery.  They are moving to a more personalised service management that may be framed around concepts of client relationship management.  An effective CRM can encompass elements of event management and information needs analysis.  It may also feed into and draw on a knowledge management resource to facilitate effective response to client information needs.  The information for a Client Relationship Management (CRM) may emerge from the implicit knowledge of staff as well as the information captured in the reference tracking system.  The CRM model should include the elements of knowledge management that will allow effective fulfillment of known information needs and a history of questions asked and resources commonly used.   This information can also inform the direction of collection building.
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-==== Client Relationship Management (CRM) & Knowledge Management ====
-In the introduction to this handbook we discussed the need for the library to focus on the information requirements of members and their staff, and to provide impartial information from disparate sources that service their needs.  Some libraries are moving away from the concept of the "Reference Desk" as a point of information delivery.  They are moving to a more personalised service management that may be framed around concepts of client relationship management.  An effective CRM can encompass elements of event management and information needs analysis.  It may also feed into and draw on a knowledge management resource to facilitate effective response to client information needs.  The information for a Client Relationship Management (CRM) may emerge from the implicit knowledge of staff as well as the information captured in the reference tracking system.  The CRM model should include the elements of knowledge management that will allow effective fulfillment of known information needs and a history of questions asked and resources commonly used.   This information can also inform the direction of collection building.  The CRM should capture:
+The CRM should capture:
   * Member/staff contact details,
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 ==== Reference tracking and Client Relationship Management software ====
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 ** Examples of Instant Messaging platforms (there are many more) **
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 Standards
 Guidelines for Behavioural Performance of Reference and Information Service Providers (Reference and user Services Association board of Directors)
  http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/guidelinesbehavioral.cfm.
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 ==== Document Delivery Standards ====
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   * ISO 10160:1997 Information and Documentation - Open Systems Interconnection - Interlibrary Loan Application
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   * ISO 10161-2: Information and Documentation - Open Systems Interconnection - Interlibrary Loan Application Protocol Specification - Part 2
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 ==== Software ====
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   * OCLC Document Delivery management.  http://www.oclc.org/isoill/default.htm.
   * Inter-Search.  http://www.intersearch.com.au/.  Inter-Search Document Delivery management
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 ===== Content Management: Intranet,  Extranets & Websites =====
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 ==== Standards ====
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   * Guidelines for Parliamentary Websites: (http://www.ictparliament.org/node/691): a document prepared by the Inter-Parliamentary Union and the United Nations Department of Economic and social Affairs, through the Global Centre for ICT in Parliament, March 2009.] - Available in English, Spanish and French.
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   * W3C Web Accessibility guidelines (http://www.w3.org/TR/WCAG20/)
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 ==== Software ====
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 ** Website content management **
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   * NVDA.  http://www.nvda-progject.org.  NVDA is a free screen reading application
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