Presented in Sixth Australasian Symposium on Service Research and Innovation 2017 (This collection of papers also includes: 5th Australasian Symposium, ASSRI 2015, Sydney, NSW, Australia, November 2–3, 2015) Title in Libraries Australia: Service research and innovation : 5th and 6th Australian Symposium, ASSRI 2015 and ASSRI 2017, Sydney, NSW, Australia, November 2-3, 2015, and October 19-20 2017 ; revised selected papers