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This session focuses on how the AUA Behaviours Framework has been applied to the continuous personal and professional development of Library Services staff; enabling staff to understand and respond fully to the individual needs of an increasingly diverse student body. Students are supported wholeheartedly by staff on their journey from pre-university to alumni. The Library Service has involved students with innovative service developments and works closely with student representatives. Staff and students jointly play their part in the community through active engagement in valuable and mutually beneficial partnerships.
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Responding to heightened student expectations through improved customer
services
Library Services CPDF Case Study
AUA Conference 4 November 2014
Meriel Box – Head of Staff Development, LFHE NW Co-ordinator
Enhancing the Student Experience
Library Service Developments
A Critical Friends Group A meeting each semester with the LSU elected
officers The Academic Liaison Librarians’ regular attendance
at FQACs and Boards of Study Analysis of NSS, mirror survey, PGT and other survey
results Responding to ad hoc comments from paper
comment forms in libraries, Facebook, Twitter and our anonymous texting customer feedback service
Major Service Improvements
• automatic book renewals • extended opening hours • Student Learning Spaces Experience• services for students with disabilities
Services for students with disabilities
Community Engagement Partnerships
• The Homotopia exhibition England’s Erotic Dream
• Launch of the Willy Russell Archive
• Our Day Out
• George Garrett installation
The Homotopia exhibition England’s Erotic Dream
MetQuarter Liverpool• Homotopia
Festival 2013 • Pop-up gallery in
shopping centre • Liaison with
MetQuarter management team on content and presentation in a public space
Willy Russell Archive Launch Nov 2013
Our Day Out: Museum of Liverpool Autumn 2014
• Small Heritage Lottery funded project
• Working with elderly people in Liverpool on memories of days out and holidays
• Creation of digital postcards, printing up from negatives
The Garretteers
Summer Challenge Trophy
Customer Service Excellence
• Library services staff go the extra mile and treat students as their equals
• Living the AUA behaviours, aligned to our values and strategic plan
• The results of the NSS 2014 reflect this as the Library Service achieved 90% satisfaction from students putting them 5% above the sector average
• The service is being assessed for the Customer Service Excellence Award and submitting to the Times Higher Awards for Outstanding Library Team