Veronica Fraser
Veronica worked for many years in public library services, then for the Library Association (now CILIP) before joining the Department of Health in January 1997 as NHS Library Adviser, where she was the commissioner for the initial NHS National Electronic Library for Health (NLH) programme and the first NHS Copyright Licence for England.
More recently she was Head of Knowledge Management, Public Enquiries and Complaints for the Department of Health in its Customer Service Directorate, and has just joined the Department"s Information Management and Governance Team to work on Freedom of Information (FOI).
Veronica was a member of the Information Services National Training Organisation and became a member of the Institute of Personnel and Development whilst job sharing. Outside the department, she is a CILIP Trustee and working towards becoming an NVQ Assessor - but secretly would like to spend all her time in her garden.
Articles by Veronica Fraser:
Answering the Call: Better Knowledge Management = Better Customer Service
Sunday, 4th January 2009
When she took over management of a government department call centre in September 2004, Veronica Fraser had experience with library and information services but none with call centres. She shares her experience in taking a step back to analyse ways to improve customer experience and decrease employee turnover through the use of collaborative tools and flexible technologies.
Answering the Call: Better Knowledge Management = Better Customer Service [ABSTRACT]
Sunday, 4th January 2009
When she took over management of a government department call centre in September 2004, Veronica Fraser had experience with library and information services but none with call centres. She shares her experience in taking a step back to analyse ways to improve customer experience and decrease employee turnover through the use of collaborative tools and flexible technologies.
From information retrieval to integrated intelligence - with Dow Jones
23rd January 2025
AI contracting and licensing; Strategic information managers; End-user training
10th December 2024
- Jinfo Community session (TBC - Mar 2025) (Community) 20th March 2025
- Jinfo Community session (TBC - Feb 2025) (Community) 25th February 2025
- From information retrieval to integrated intelligence - with Dow Jones (Community) 23rd January 2025