The Digitization Services and Product Services website from The Digitization Services Branch at the National Archives and Records Administration (NARA) informs internal clients at NARA about the different choices (products) they offer when an internal ‘customer’ needs copies of analogue holdings. Based on the type of original source material, the client is directed to a description of various ‘products’ and their designated purpose so the client can order the appropriate format. Once a choice is made, the technical specifications of the resulting product and the rationale for the specifications is displayed. It is not intended for the general public wishing to order materials from NARA.
This site offers an interesting approach to archival ‘customer service’ while bringing transparency to reformatting choices and rationale. NARA also uses the site to solicit feedback from the preservation community on these choices. It is a good example of how an archive can attempt to bridge the knowledge and terminology gap between technical archival operators and ‘customers’ who need material but have difficulty understanding what they need or are requesting. “Fit to Purpose” is what the NARA staff is striving to educate people on. The site is interesting for archives looking for guidance on reformatting norms and rationales. It can also help archives looking for a way to communicate clearly to their customers the rationale for the products they offer.