IFMH
Inform Volume 13, Number 3
Click here to download the full issue
(pdf file)
CONTENTS:
The articles by Shane Godbolt, Larraine Cooper and Susan Mottram are based on presentations given at the January 2003 IFMH study
day Service Level Agreements: straightjacket or positive management tool?
Why Service Level Agreements? An overview of their origins
and best practice
Shane Godbolt
This presentation has been summarised by Susan Mottram, University of Leeds
This paper provides a brief history of the development of SLAs
and outlines the main characteristics of good SLAs.
Public Service Agreements: costing and linking SLAs to business
planning processes
Larraine Cooper, Larian
Consultancy
Argues that information professionals working in public sector
organisations who want to provide an effective, customer focussed
service need to
understand
and use
a wide range
of management and financial skills. The article discusses the reasons
for costing services, particularly in the context of negotiating
and implementing Service Level Agreements, and suggests some approaches
to costing.
Key components of Service Level Agreements
Shane Godbolt
Sets out 10 key steps in the SLA development process and suggests
some questions to ask when measuring the success of an SLA
Resources guide: Service Level Agreements
Bertha Yuen Man Low, West Midlands Library and Information
Services Development Unit
Sidelines
Compiled by Su Golder, Kate Light, Lisa Mather, Vickie Orton and Kath Wright of the NHS Centre
for Reviews and Dissemination at the the University of York.
Crystal ball gazing features largely in this issue of Sidelines.
The future of scientific communication and publishing is provoking
widespread debate and some interesting suggestions are presented for your
consideration. This issue also looks at the impending impact of recent Data Protection and
freedom of Information legislation. And, as always, there are papers
on the impact of the Internet on use of and access to health information.
NeLH Update
Alison Turner, Library Partnership Co-ordinator, NeLH
National electronic Library for Health Management Briefing 02/18:
Managed Clinical Networks
Compiled by Jane Bushby
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