development conference 2014, responding to heightened student expectations through improved customer...

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