Library rules and a continuous improvement approach

The principal author is deputy director of the Lyon University Library with responsibility for continuous improvement. The article outlines the stages of implementing the process in the library, beginning with the need to question the relevance of current practices and taking a thorough, honest look at user needs, drawing on objective data. In the continuous improvement approach, the seemingly contradictory principles of being open to user feedback and applying a set of rules in fact work together: the rules, intended to guide the user experience, are regularly revisited in the light of user surveys.