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Refreshing TNA Reader Forum for Enhanced User Engagement

Addressing issues with the current forum format at The National Archives, proposing a fresh approach to re-launch, engage more users, and improve communication for better feedback and service enhancement.

jamesleslie
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Refreshing TNA Reader Forum for Enhanced User Engagement

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  1. The National Archives Reader and Customer Forums at TNA Jeff James, Head of Reader and Customer Services

  2. Issues with the existing forum format • General perception that the meetings are not as productive or effective as they could be (from both TNA and User point of view) • Dwindling attendance from former ‘regulars’ • Attendance not representative of TNA’s user base • Too infrequent (issues raised are often ‘old news’ by the time of the next forum) • Meetings can have a tendency to lose their focus and structure • Timing is inconvenient for some • Name is out of date

  3. Proposed way forward • A fresh start: re-launch and re-name (proposals welcome) • Agree and publish ‘Terms of Reference’ • Encourage existing members to continue attending and lapsed members to come back – we value your input • Improve communications (both onsite and online) and encourage larger and more diverse attendance

  4. Proposed way forward (2) • Keep things fresh, focused and current – shorter meetings (1 hour), more often (monthly or every other month) • Aim for joint chairing from TNA (Jeff James) and Readers (TBA) • Improved structure (half corporate updates, half open feedback / discussion) • Incentives (e.g. lunch!, possible discount scheme at bookshop etc…) • Change the timing back to lunch time

  5. The Role of the Reader and Customer Forum**from draft Terms of Reference document • Represent the interests of all users of TNA public services (onsite, online and remotely) • Act as a body for TNA to seek feedback on the quality of service being provided and put forward suggestions for improvement • Provide a forum for TNA management to present its performance ratings and explain its capabilities to improve services; or indeed its constraints • Provide a forum for TNA management to test ideas for service improvement • Advise TNA management on measures that can be taken to improve public consultation on service delivery • Bring issues of concern or potential risk to the attention of TNA management

  6. Questions and/orcomments?

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