latrobe.edu.au CRICOS Provider 00115M

Ask La Trobe - new service partnerships to improve student experience

Fiona SalisburyDeputy Director Learning & Teaching, Library

CAVAL Professional Development Interest Group Forum 15th July 2015

What is ASK La Trobe?

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University vision for learning and teaching

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Focus on learning and teaching partnerships

� Partnerships that provide students with:

o the opportunity within the curriculum to develop digital literacies;

o support to develop digital literacies independently of curriculum activities;

o easy and ready access to relevant resources and collections;

o access to a range of Library learning spaces.

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Library Learning & Teaching team – Co-curricular servicesExpertise in delivering face-to-face and online help services and generic digital literacy training to enhance the student experience and enable academic success

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Co-curricular services – partnerships and collaboration

– ASK La Trobe

– Help zone service

– Library Chat

– FAQs

– Orientation

– School Groups

– Training

– ELearning development

– Evaluation

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What is ASK La Trobe?

ASK La Trobe

isPartnership

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Student Services & Library - building blocks for successful partnership

Shared vision Shared service Model Governance Cultural change Team building Shared service space New language

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ASK La Trobe governance and operations

Shared governance model Shared service model Phase 1 – integrated

services in physical help zones

Phase 2 – integrated virtual services

ASK La Trobe – student experience

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Lots of positives for students…

Friendly Accessible Fast Everything in one place Helpful Easy Awesome Visible Advice and guidance

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..and some negatives

Confusing Queues

ASK La Trobe staff experience

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Cultural change and team building

Enablers� Positive staff� Staff commitment to putting students first� Staff commitment to new service model� Staff problem solving� Training and development

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Cultural change and team building

Challenges� Pace of change� Training� Shared environment o work spaceo service space

� Integrating teams� Changing to a new shared language

Success factors

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People are the key to success

ASK La Trobe Review

Training

Evolving service model and evolving service space

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Success factors

What will success look like for the integrated service in the future?

Thank you

latrobe.edu.au CRICOS Provider 00115M