student expectation with £9k fees
getting the best customer service? Paul Abernethy, President, Liverpool Student Union
gives us a different perspective, Students not customers, NOT the university of Tesco!
back to basics. exercise 5 minutes. draw your perfect library (ours was fab: nothing drawn but we had different climates: tropical, cold, etc... comfortable spaces, noisy spaces, silent enclosed spaces, and spaces for working in group, the best IT system in place always working, and lots of plugs everywhere and wifi, of course! and a good balance of printed and e-material... perfect I told you)
At Liverpool everything in one place, 24 hour self service, pc avaibility, social space ground floors, group study room.
at Brighton: social study space, library revolutionised, self service machine
Manchester: diverse environment, e-reading lists, cafe
Queen Mary: cafe
Salford: ebook library, 24 opening in peak times
Who are the students? diverse population.
"never too late to learn" report about mature students
international students
specialist subjects
different levels in the library from relaxed to quiet
importance of university forum where students can speak about the library.
SPEAK TO STUDENTS BEFORE MAKING DECISIONS WORK TOGETHER
computer access, silent area, private study rooms, comfort, food provision, 24 hour access,info desk/reception
get the fundamentals right
understand your students
partnership is key
Conclusion: what can I say? It was reassuring to hear things that I think librarians hear (but it is also because we listen and we must continue to listen to what students want)
gives us a different perspective, Students not customers, NOT the university of Tesco!
back to basics. exercise 5 minutes. draw your perfect library (ours was fab: nothing drawn but we had different climates: tropical, cold, etc... comfortable spaces, noisy spaces, silent enclosed spaces, and spaces for working in group, the best IT system in place always working, and lots of plugs everywhere and wifi, of course! and a good balance of printed and e-material... perfect I told you)
At Liverpool everything in one place, 24 hour self service, pc avaibility, social space ground floors, group study room.
at Brighton: social study space, library revolutionised, self service machine
Manchester: diverse environment, e-reading lists, cafe
Queen Mary: cafe
Salford: ebook library, 24 opening in peak times
Who are the students? diverse population.
"never too late to learn" report about mature students
international students
specialist subjects
different levels in the library from relaxed to quiet
importance of university forum where students can speak about the library.
SPEAK TO STUDENTS BEFORE MAKING DECISIONS WORK TOGETHER
computer access, silent area, private study rooms, comfort, food provision, 24 hour access,info desk/reception
get the fundamentals right
understand your students
partnership is key
Conclusion: what can I say? It was reassuring to hear things that I think librarians hear (but it is also because we listen and we must continue to listen to what students want)
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