it’s their library, not ours: how value comes from a philosophy not a purse katherine everest...
Post on 20-Dec-2015
218 views
TRANSCRIPT
It’s their Library, not ours: how value comes from
a philosophy not a purse
Katherine Everest & Helen LoughranLeeds Metropolitan University
Leeds Metropolitan University
• Leeds Metropolitan University 1992• 30,000 students• 4,000 international students• 3,000 staff
Libraries and Learning Innovation• 2 campus libraries• 24/7/365 opening • 2,100 study spaces• University IT provision• 1.5 million visits a year• 350,000 books and AV resources• Virtual Learning Environment• 95 FTE staff• Customer Service Excellence holder since 2001
High levels of satisfaction
• National Student Survey 2011 = 84%• International Student Barometer 2010 = 94% • Times Higher Student Experience 2011 = 6.2
• Leeds Metropolitan University Annual Student Survey 2011 = 83%
What leads to high NSS scores?• Research Libraries UK identified SCONUL measures correlating positively with NSS scores:
• Professional staff as a percentage of total library staff• Gross library spend per FTE user• Net library spend per FTE user• Spend on information per FTE user• Library floor space per FTE student• Staff training hours per FTE student• Annual loans per FTE user
Adding value
• 24/7 opening• Self service facilities• Use of management information• Electronic resources• Faculty liaison
Customer orientation
• Customer insight and targeted services• Communication and consultation• Staff engagement• Partnership