here we are! First day of conference

Great Expectations: what do students want and how do we deliver?
Welcome talk by Wayne Connolly, University Librarian, Newcastle University

Key points: The library one of the top ten factors for students choice of university.
They are students NOT customers.

John Hogan, Registrar, Newcastle University " Leap in the Dark" 

expectations: good quality and quantity tuitions, good facilities, 2i or 1st, a graduate level job... skip in the dusk?
Charter for Higher Education 1993. "customers of universities".

2011 students at the heart of the system empowering students.
Previous higher fees did not provide a change in students satisfaction regarding the library.
byt I've paid... so where is my degree? More complains.
Where does the money go? Pie chart academic staff salaries first, other staff, campus maintenance.
On some issues students are customers (when living on campus, opening hours, charges printing, photocopying, fines)
oustanding library team 2011 from THE for customer service. Great Personnal Service is the key.


and now for a complete different take on the first day of the conference...