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Joining things up...integrating services for students
Graham BulpittDirector of Information Services
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Creating the right conditions
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Information Services: ambitions
place department at centre of university’s learning and teaching
exceed student expectations
provide a lead for collaborative working
environment which encourages library staff to succeed
establish professional reputation for department’s work
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Information Services: ambitions
place department at centre of university’s learning and teaching
exceed student expectations
provide a lead for collaborative working
environment which encourages library staff to succeed
establish professional reputation for department’s work
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Information Services: ambitions
place department at centre of university’s learning and teaching
exceed student expectations
provide a lead for collaborative working
environment which encourages library staff to succeed
establish professional reputation for department’s work
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Hospital libraries
“Local librarians begin to plan the transformation of library spaces from the current collection focus to learning spaces…”
The National Health Service library policy review. TFPL, 2004.
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“Since Learning Resource Centres are open for extended periods, library staff are often the first port of call for students who require help. This demand for help often goes beyond traditional library enquiries and it may be appropriate for staff to extend their learning support skills.”
Kingston University. The future of Library Services, 2004.
Extended roles for LRC staff
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LRC staff: responsibilities
Senior LRC Advisor Lead area of work or project, using specialist skills or knowledge
Deal with enquiries requiring specialist knowledge
LRC Advisor Day-to-day management of activity
Work independently to support users, referring if necessary
LRC Assistant Contribute to LRC operational tasks
Deal with first-line enquiries
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includes broader range of responsibilities
embraces variety of skills and experience
encourages career progression
aligns with other staff groups in University
underpinned by new staff development framework
Career structure for information staff
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Briefing paper proposal for accommodation
‘The key requirements will be for… provision that facilitates the provision of seamless services to students and which is hospitable to collaborative working arrangements by staff who have a variety of specialist skills.’
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Self-service
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developed by Information Services and Finance
links University Strategy > drivers > IS activities > resources
informed by benchmarks
continuously updated
Agreed ratio for provision of staff
10-year plan
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Integrating services
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Extended role for Information Specialists
Service desk model based on ITIL
Integration of LRC and IT helpdesks
Extended help-desk support
Focus on users
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All front-line staff trained to support computing as well as information enquiries
Preceded convergence of two departments
Confidence an issue, not competence
Library and computing enquiries September 2004
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Careers Services
Dyslexia support
MathsAid
KU Students Union
Student funding
Academic skills support
Accommodation
Study Abroad
Hosting of drop-in sessions September 2006
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Adopted ITIL model
First-line support integrated
Remote: telephone, email and Web
Face-to-face in LRCs
Escalation to second and third-line as required
Provided more variety and job satisfaction for staff
Service desk model November 2007
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Staff skills and expertise
Systems developer
Metadata analyst
Project manager
Librarian
Teacher
Business analyst
Intellectual property rights adviser
Graphic designer
Administrator
Multimedia developer
Archivist
Web designer
Systems engineer
Accountant
Photographer
Web designer
Records manager
Human Resources adviser
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LRCs provide first-line support for Student Services provision
On-demand student documentation
Self-help kiosks and leaflets
Referral to specialist support
Information Points September 2009
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Identity cards
Practical help for students
Documentation
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Questions, Questions, Questions….
Can I have a new ID card?
I’m a Sconul Access member – can I borrow books?
Are my reservations in yet?
Why can’t I log into my account?
Can I buy the study pack for my Maths module?
What do I do? I have been invoiced for three books?
How do I use the catalogue?
How do I print my work?
Can I have a council tax exemption letter?
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Questions, Questions, Questions….
Can I have the microphone for the main hall?
How do I book a group study room?
Have you found my USB?
Can I book a data projector/camcorder/still camera/PA and microphone?
How can I find a dissertation?
Can I borrow a stapler/pen/scissors/ruler?
Can you help me with scanning?
I can’t find this book on the shelf, can you help?
Where do I hand in my assignment?
Can you help me find this journal article?
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Questions, Questions, Questions….
I can’t access this online journal from home, can you help?
I can’t connect to the internet in my halls of residence, can you help?
I can’t access my email/blackboard, can you help?
I’ve changed my address, can you show me how to change my details?
Why am I suspended?
What time are you open until today?
When does 24 hour opening start/finish?
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Questions, Questions, Questions….
How can I borrow books from other libraries?
Can I borrow books from the British Library?
I returned this book but it’s still showing on my account?
Can you tell me my library PIN?
Can you show me how to use the self-issue machine?
Is there somebody I can speak to about careers/funding/dyslexia?
Can I borrow SPSS?
Can I get a discount for Windows 7?
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The impact on staff
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For front-line staff:
improved job satisfaction
excellent student reaction
extended individuals’ skills
Supported by:
training programme
campus supervisors and extensive backup
help-desk systems
Integrated support roles
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Planning for the future
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course administration
hosting of services from more departments, SU
helpdesk for remote students
integration of service points
framework for all student-facing support
Further integration
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match problem with appropriate help
quality
efficient and effective support models
professional identity of front-line staff
professional boundaries of services and managers
career routes
Challenges