Jeff JAMES
The National Archives
For every one document delivered onsite at Kew two hundred are delivered online! Last year, The National Archives delivered over 100 million documents via the web. Users of online services demonstrate different behaviours to those onsite and designing and delivering services to such a wide and disparate set of users has created new challenges for The National Archives as it seeks to reach this audience whilst maintaining the quality of service provision for onsite services. This talk will explore these issues and the ways in which The National Archives are continually looking to address them as they develop their services.