development conference 2014, responding to heightened student expectations through improved customer...
DESCRIPTION
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.TRANSCRIPT
![Page 1: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/1.jpg)
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
![Page 2: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/2.jpg)
Enhancing the Student Experience
![Page 3: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/3.jpg)
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
![Page 4: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/4.jpg)
Major Service Improvements
• automatic book renewals • extended opening hours • Student Learning Spaces Experience• services for students with disabilities
![Page 5: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/5.jpg)
Services for students with disabilities
![Page 6: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/6.jpg)
Community Engagement Partnerships
• The Homotopia exhibition England’s Erotic Dream
• Launch of the Willy Russell Archive
• Our Day Out
• George Garrett installation
![Page 7: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/7.jpg)
The Homotopia exhibition England’s Erotic Dream
![Page 8: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/8.jpg)
MetQuarter Liverpool• Homotopia
Festival 2013 • Pop-up gallery in
shopping centre • Liaison with
MetQuarter management team on content and presentation in a public space
![Page 9: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/9.jpg)
Willy Russell Archive Launch Nov 2013
![Page 10: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/10.jpg)
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
![Page 11: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/11.jpg)
![Page 12: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/12.jpg)
The Garretteers
![Page 13: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/13.jpg)
Summer Challenge Trophy
![Page 14: Development Conference 2014, Responding to heightened student expectations through improved customer services, Meriel Box](https://reader036.vdocuments.mx/reader036/viewer/2022062419/558b5be4d8b42a0e478b4722/html5/thumbnails/14.jpg)
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