• #TurnUpTheQuiet

    As we quickly approach the Easter break it is time to think about settling down and studying hard for upcoming exams and assignment deadlines.

    From Monday 14th March, to help you through this stressful period, the University Library is once again running an anti-noise campaign to ensure you are able to find the appropriate space for the kind of studying you want to do.

    LS0470 Turn up the quiet plasma - edit 2

    For Silent Study

    • Use the Silent Study Room on the 2nd floor of the Library

    For Quiet Study

    • Use the 1st and 2nd floor of the Library, including bookable Individual Study Rooms*

    For Group Study

    • Use the Ground floor of the Library, including bookable Library Group Rooms*

    For Social Space

    • Use the 1st floor of the HUB

    *How to book an Individual Study Room or Group Study Room

    • Option 1: Log in to the GO Portal and select “Room Booking” under the Learning Resources option in the Student Services box.
    • Option 2: Log in to the GO Portal and choose Learning Edge – the option to book the rooms is then on the left hand side under your faculty pages.
    • Option 3: If already logged in to the GO Portal go direct to the room booking page.
    • Rooms can be booked up to 2 weeks in advance.

    Staff will continue to monitor noise levels across all of our Learning Spaces but if you do experience any inappropriate behaviour from other students, please report this immediately to a member of library staff.

    You can report any problems to library staff in a number of ways…

    • Visit a member of staff at the Welcome Desk (Ground Floor) or Ask Desk (1st Floor).
    • Text the Roving Advisor 07525 803 100
    • Text Ask Us 01613 751 608
    • Tweet or send a Direct Message via @EHULearnServices
    • Post on our Facebook Page or send a Private Message via facebook.com/EHULearnService

    These contacts are monitored during desk hours (weekdays 8am – 9pm and weekends 11am – 6pm.) Outside of these times please report direct to a member of the midnight team at the Welcome Desk (Ground Floor).

    Julie Nolan sat in a small library reading a book on her lap. She has blonde hair and a pink sweater on. Her head is bent forward over the book.

    Julie

  • Self Service Surprise

    Following on from our fabulous refurb, we present to you the next act in our makeover ….Self Service Laptops.

    Laptop-loans

    36 high spec, fully loaded, fully charged HP Laptops will be available 24-7 for loan from the University Library, via self-service lockers, all you need is your UniCard.

    The Laptops will have installed:

    • Microsoft Office 365
    • SPSS v22
    • Read & Write v11
    • Inspiration v8

    The unit will be installed in the coming weeks, so watch this space!
    Cathy Carey & Leah Wilson

    Cathy

    ,

  • Learning Services continue to go the extra mile!

    Not only are we celebrating our 12th year of Customer Service Excellence (where does the time go?!) – but following our full 3 year re-accreditation in January 2016, we are delighted to announce that Learning Services are fully compliant in all 57 elements of the award PLUS we received another 2 compliance pluses for going that ‘extra mile’ for customers.

    After his visit in January the assessor gave this feedback:

    “There is a determination shown by staff to provide a quality service and go above and beyond expectations of customers. A positive caring attitude in their approach and an obvious interest in meeting their customers’ needs was evident during the assessment. There was also a strong determined leadership from senior management with the customer at the heart of their plans and service.  It was clear that all staff are committed and motivated to promote the best service possible through a customer focused approach.”

    In this our 12th year as award holders, we are delighted that our work continues to be recognised in this waUniversity Libraryy.  The first compliance plus we received was for our peer review framework that underpins all our sessions with customers, on a 1-2-1 or group basis, the second compliance plus was for MAVIS (Mobile Audio-Visual Information Service) which is an app designed by our classroom support team to provide staff with information about known technical issues in classrooms across campus.

    So where did our journey begin?  In 2004 Learning Services were one of a small number of academic libraries who achieved the award (originally called Chartermark).  In 2010 the government reviewed the award and it became known as Customer Service Excellence.

    What is Customer Service Excellence?  The award is based on 5 key strands:

    • Customer Insight; knowing who your customers are, consulting with them, involving them in decision making.
    • Culture of the Organisation; showing a commitment to building a customer focused culture right through the organisation from senior managers to the front line staff.
    • Information and Access; providing accurate and comprehensive information and ensuring it is delivered via most appropriate channels.
    • Delivery; achieving positive outcomes for customers, listening to their views, achieving key performance targets.
    • Timeliness and Quality; ensuring prompt action, keeping to agreed timescales, always trying to ensure that speed of service doesn’t come at the expense of quality.

    Each strand is then broken down into a number of elements – 57 in total.  At our assessment in January the assessor reported that Learning Services are fully compliant in all 57 elements of the award and commented:

    “The service offered to customers continues to develop and there is a real commitment to provide the best service to customers through a committed staff enabling the customers’ individual needs to be met with positive results.”

    If you would like to find our more about Customer Service Excellence in Learning Services visit our web pages or contact [email protected]

    Helen Jamieson

    Customer Services Manager

    Helen_Jamieson

    Helen

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