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Positive and negative feedback for Trove update, June 2020.

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Dear National Library of Australia,

As a request for information under the Freedom of Information Act, please act on this request for:

Details of all correspondence received via the Contact Trove Support webform (https://trove.nla.gov.au/contact-trove-s...) since June 2020 relating to positive feedback relating to the Trove version update in June, 2020, and negative feedback relating to the Trove version update in June, 2020.

Yours faithfully,

Albert Frankaland

FOI, National Library of Australia

Dear Mr Frankaland

In accordance with subsection 15(5)(a) of the Freedom of Information Act 1982, I confirm receipt of your request.

Kind regards
Angie

Angie Piao | FOI Officer | National Library of Australia

[NLA request email]
The National Library of Australia acknowledges Australia’s First Nations Peoples – the First Australians – as the Traditional Owners and Custodians of this land and gives respect to the Elders – past and present – and through them to all Australian Aboriginal and Torres Strait Islander people.

Parkes Place Canberra ACT 2600 Australia

nla.gov.au

        
In line with ACT Government COVID-19 health directions, the Library building is temporarily closed. Your National Library remains open online. Visit us at nla.gov.au 
This transmission is intended only for the use of the addressee and may contain confidential or legally privileged information. If you are not the intended recipient, you are notified that any use or dissemination of this communication is strictly prohibited. If you have received this transmission in error, please notify me immediately by telephone and delete copies of this transmission together with any attachments.

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FOI, National Library of Australia

1 Attachment

Dear Mr Frankaland

I refer to your FOI request made on 8 October 2021.

In accordance with subsection 24AB(2) of the Freedom of Information Act 1982 (FOI Act), I provide the following written notice:
a. I intend to refuse access to all documents covered by your request
b. I am satisfied that a practical refusal reason exists in relation to your request, as the work involved in processing your request would substantially and unreasonably divert the resources of the National Library from other operations;
c. The person whom you may consult with is Angie Piao, FOI Officer.
d. Angie Piao can be contacted by email at [NLA request email].
e. The consultation period during which you may consult with Angie Piao is 14 days after the date you receive this notice.

Please see the attached letter for further information.

Kind regards
Peter

Peter Matheson
Director Governance | National Library of Australia

The National Library of Australia (NLA) acknowledges Australia’s First Nations Peoples – the First Australians – as the Traditional Owners and Custodians of this land and gives respect to the Elders – past and present – and through them to all Australian Aboriginal and Torres Strait Islander people.

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Dear FOI,

Following the correspondence received, I would like to refine my request to obtain only any negative feedback submitted via the Contact Trove Support webform regarding the Trove version update of June, 2020 for the 30 days after this version "went live".

Thanking you in advance,

Albert Frankaland

FOI, National Library of Australia

Dear Mr Frankaland

Thank you for your email. The Library is currently assessing the volume of documents that would fall within the revised scope you proposed (and whether a practical refusal reason would still exist), and expects that it would need further time for this task. Would you agree to extending the consultation period until 23 November 2021?

Kind regards
Angie

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Dear Angie,

Yes

Yours sincerely,

Frankaland

FOI, National Library of Australia

Dear Mr Frankaland

Thank you for agreeing to extending the consultation period. The Library has now assessed the volume of documents that would fall within the revised scope you proposed, that is, negative feedback submitted via the Contact Trove Support webform regarding the Trove version update of June 2020 in the 30 days after this version went live.

The Library received hundreds of enquiries including negative feedback through the Contact Trove Support webform in those 30 days. To identify, locate, collate and potentially redact all negative feedback received in that period would still require a significant amount of resources from the Library, and for reasons provided in the reasons letter sent to you previously, a practical refusal reason would still exist.

We propose to narrow the scope of the request to negative feedback received in the month of June 2020. The new Trove version launched on 22 June, therefore this would cover 8 days between 22 June and the end of the month. The Library received over 400 enquiries over that eight day period and the purpose of approximately 15% (60 enquiries) was to convey negative feedback. A practical refusal reason would no longer exist if the scope of the request is narrowed in this way.

Please let us know if you agree to the proposed scope.

Kind regards
Angie

Angie Piao | FOI Officer | National Library of Australia

[NLA request email]
The National Library of Australia acknowledges Australia’s First Nations Peoples – the First Australians – as the Traditional Owners and Custodians of this land and gives respect to the Elders – past and present – and through them to all Australian Aboriginal and Torres Strait Islander people.

Parkes Place Canberra ACT 2600 Australia

nla.gov.au

        
In line with ACT Government COVID-19 health directions, the Library building is temporarily closed. Your National Library remains open online. Visit us at nla.gov.au 
This transmission is intended only for the use of the addressee and may contain confidential or legally privileged information. If you are not the intended recipient, you are notified that any use or dissemination of this communication is strictly prohibited. If you have received this transmission in error, please notify me immediately by telephone and delete copies of this transmission together with any attachments.

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Dear FOI,

Agree to the proposed revised scope.

Yours sincerely,

Albert Frankaland

FOI, National Library of Australia

1 Attachment

Dear Mr Frankaland

Thank you for agreeing to the proposed revised scope, which is negative feedback submitted via the Contact Trove Support webform regarding the Trove version update of June 2020 in the period between 22 June and 30 June 2020. Please see attached negative feedback received falling within this period.

The relevant documents falling within the scope of your request contain personal information of members of the public. Documents or parts of documents containing personal information are exempt from disclosure under the FOI Act in certain circumstances. In this case:
• the relevant personal information is not well known and does not appear to be available from public sources
• the person(s) to whom the information relates may be known to be associated with the matters dealt with in the document
• enquiries received by the Library in the past in relation to Trove indicate a concern of harassment within the relevant sector of the community
• the release of the personal information would not further promote objects of the FOI Act (e.g. increased scrutiny of Government activities), which is supported by release of the remaining information in the relevant documents.

Under section 47F of the FOI Act, the Library has therefore made the decision to redact certain personal information (including information that can reasonably identify an individual) contained in these documents, on account of that information being determined as conditionally exempt. This is because the disclosure of that information would involve the unreasonable disclosure of personal information (subsection 47F(2)). Personal information that has been redacted include names and contact details. Where personal information has been redacted, the text ‘[name redacted]’ or similar will appear to indicate what type of personal information has been redacted.

Please note that negative feedback such as the ones provided to you is not wholly representative of the feedback the Library received on the Trove version update of June 2020. It is not uncommon for issues to emerge after a major upgrade and the Library has released several system updates since the launch to address problems identified by the Trove user community. The Library includes a summary of system updates on the Trove website here: https://trove.nla.gov.au/about/what-trov... and also publishes a list of known IT issues here: https://trove.nla.gov.au/about/what-trov....

Kind regards
Angie

Angie Piao | FOI Officer | National Library of Australia

The National Library of Australia (NLA) acknowledges Australia’s First Nations Peoples – the First Australians – as the Traditional Owners and Custodians of this land and gives respect to the Elders – past and present – and through them to all Australian Aboriginal and Torres Strait Islander people.

nla.gov.au
Parkes Pl, Canberra ACT 2600

This transmission is intended only for the use of the addressee and may contain confidential or legally privileged information. If you are not the intended recipient, you are notified that any use or dissemination of this communication is strictly prohibited. If you have received this transmission in error, please notify me immediately by telephone and delete copies of this transmission together with any attachments.

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We don't know whether the most recent response to this request contains information or not – if you are Albert Frankaland please sign in and let everyone know.