12 years of Customer Service Excellence!

In January 2017 we had our annual Customer Service Excellence visit and we are delighted to share that not only are we still fully compliant in all elements of the CSE framework, the assessor awarded us 7 compliance pluses for our innovative work in the following areas:

  • The ‘On Location’ initiative; taking our services and expertise across campus
  • Learning at Work Week; a chance for our staff to learn, develop and share skills with colleagues from across the Service
  • The development of a pre-entry course; Stepping Up To Edge Hill was the University’s first pre-entry course to support English and Creative Writing students with the transition to University
  • Our UX work around the My Library Tab, Discover More and the Library Catalogue; a number of improvements have been made to our online resources making it easier for customers to find the resources they need
  • Our #WillonCampus campaign and the work of the social media squad; our #WillonCampus campaign won the CILIP Social Media Award in 2016
  • Our use of SnapChat; the first University library in the UK to use SnapChat to engage with customers
  • Our use of Blackboard Collaborate; using an online classroom environment for staff training and development

We have now been award holders since 2005 and have been awarded 19 compliance pluses over those 12 years!

If you would like to know more about Customer Service Excellence please do get in touch.

Helen Jamieson, Customer Services Manager


Developing a learning culture: Learning Services celebrate Learning at Work Week 2016

We have always had a strong commitment to staff development within Learning Services but over the last 12 months we have been focussing on how we can develop a real learning culture.  Learning at Work Week seemed an ideal vehicle to support this and so we decided to celebrate national ‘Learning at Work Week 2016′ with a fantastic programme of activities and events.

Harnessing the theme of CONNECT the main objective was for staff within our diverse ServiceImage-1 was to re-connect with each other, share knowledge, skills, expertise and ultimately learn something new!

The programme contained a mix of work related and non work related topics.

Despite the topic – the focus was always on the learning.

There was something for everyone with sessions ranging from new learning tImage-2echnologies and digital capabilities, to drawing for fun, photography and finding bargains online.  We even had a make up masterclass!  We certainly discovered some very talented staff in Learning Services!

Take up of the programme was excellent with lots of staff offering to facilitate sessions and even more staff coming along, listening and asking questions. A massive 242 places were booked over the 17 sessions offered.

The week concluded with a ‘collective break’ for all the staff (a cup of tea, a chocolate biscuit and a chat!) plus a ‘Guess Who’ baby competition which was lots of fun and generated some interesting conversations….

We also took the opportunity to take a group photo, something we would like to do every year.

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Early evaluation of the week shows that staff really engaged with the sessions, took something tangible away in terms of a new skill, and especially enjoyed re-connecting with colleagues from across the Service.

For more information about Learning at Work Week go to:

www.campaign-for-learning.org.uk/cfl/learningatworkweek/

Helen Jamieson, Customer Services Manager

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Learning Services staff are Edge Hill students for the day!

This week 8 staff from Learning Services will join staff from across the University to find out what it’s like to be a student for the day!  The aim of the Student For A Day project is for Edge Hill staff to get a better understanding of what it’s like to be a modern day student here at the University.

Learning Services staff will accompany a student for a full day and experience all aspects of University life. This will include lectures, library visits, use of other services such as food outlets, society activities etc, even going to lectures and seminars with them (although they won’t be writing any essays!).

Student for a DayA wide variety of staff from across the Service have volunteered to take part in the project to get a better insight into the student experience. Chris McCabe and Claire Hallworth from Customer Services, Joan Cullen from the SpLD team, Kate Johnson, Paul Reece, Michelle O’Connell and Louise Speakman from Academic Support and Meg Juss, Learning Technology Development Manager, are all looking forward to taking part.

The project is being managed by a group of staff on the University’s Development of Potential programme.  Our very own Help and Support Co-ordinator, Kathy Kinsella, is part of this years cohort and has been instrumental in getting the project off the ground.  Kathy says “The Student for a Day project gives staff a unique opportunity to walk in the shoes of our students and develop a real life understanding from the student’s perspective.  By capturing the participant’s insight on what aspects of the student experience work well and which areas can potentially be improved we hope to develop the delivery of our service going forward”

We wish our staff the best of luck!

Helen Jamieson, Customer Services Manager

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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 helen.jamieson@edgehill.ac.uk

Helen Jamieson

Customer Services Manager

Helen_Jamieson

Learning Services welcomes The Emergency Poet!

The 8th October 2015 is National Poetry Day and to celebrate Learning Services are organising a very special event….!

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We were keen to mark National Poetry Day and wanted to celebrate it with an event that was interactive, fun, lighthearted and something that students could really engage with. One of our library staff, Dee McMahon, came across The Emergency Poet and we knew it was exactly what we were looking for.

We are incredibly excited to welcome The Emergency Poet, Deborah Alma, to the University.  Deborah is ‘the world’s first and only mobile poetic first aid service’. She travels round the country offering consultations inside her retro ambulance and prescribing poems as cures.

The Emergency Poet will be at the Ormskirk campus on Thursday 8th October from 10.30am to 3.30pm.  So if you have something on your mind please do come along and give this alternative remedy a try!

 

 

Some highlights from term 2!

It seems like only yesterday that we were saying hello to our brand new students, and welcoming back our 2nd/3rd years and postgraduates!  So it’s hard to believe that we are already at the start of the third and, for many, the final term of 15/16….

We are in a thoughtful and reflective mood again this week, so join us in looking back at the highlights from the second term.

Following a really popular week of 24/7 opening in December, the library was again open 24/7 for a massive 4 weeks from 2nd – 27th March 2015.

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That’s a whopping 624 hours of uninterrupted study time!

Our 24/7 live chat service is still proving popular and our Ask Us knowledge base now has over 230 answers.

 

We have continued to expand and improve access to resources.  We know that you love your text books and in terms 1 and 2 we purchased a massive 11,000 new books for library stock. We know that sometimes we just don’t have the exact book that you need, but with our Add a Book service just tell us what you want and we buy it! Nearly 500 of you have done just that since September.

As well as physical text books, 491 electronic books were selected by customers and purchased by the library between January and March 2015 –  that’s an investment of an additional £57,000 in our collection. During this period over 1,800 customers used these purchased titles.

Our academic skills workshops continue to be an important part of academic life and we have seen over 1,685 students since September for academic skills workshops including sessions on developing research and information and literacy skills.

The third term is now in full swing, so don’t forget we are here to support you with all your study needs – just Ask Us.

Helen Jamieson, Customer Services Manager

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10 out of 10 for Learning Services!

Not only are we celebrating our 10th year of Customer Service Excellence in Learning Services but following our assessment in January 2015, we now have a fantastic 10 compliance pluses which are given to services who go that ‘extra mile’ for customers!

In this ourcse 10th year as award holders, we were delighted that our work was recognised with another 2 compliance pluses.  The first was for our use of UX (user experience) and ethnographic techniques to gain a deeper understanding of the needs of our customers. The second was for the introduction of our 24/7 live chat service which launched in Oct 2014.

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 and is based on 5 key elements:

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.

In Learning Services one of the most important thing we can do as part of offering a good customer service is communicating with our customers.  This doesn’t mean telling you things.  It means listening, finding out what is important to you and putting ourselves in your shoes as much as we can.

If you would like to find out more about the award, or are interested in participating in one of our many user experience groups just get in touch.

Helen_JamiesonHelen Jamieson, Customer Services Manager

We’ll be the judge of that!

Over the past few weeks 2 of our staff have been helping to judge the 2015 entries for the BBC Radio 2 500 words competition.

Helen Jamieson our Customer Services Manager, and Rita McWilliam who manages our library at the Woodlands Centre have volunteered as judges for the past 3 years.

This year both Helen and Rita judged over 30 stories each and were very impressed by the high standard of writing, creativity and imagination the children brought to their stories.

The highest scoring entries are now being collated and a judging panel will produce a shortlist of the top 50 entries which will be announced on 9th May.

The top 50 entrants will be invited to attend the final at St James’s Palace on 29th May for the live broadcast of the Radio 2 Chris Evans breakfast show and the names of the 6 finalists and the overall winners will then be announced.

All the judges who took part in the competition will be entered into a prize draw and winners will receive a pair of tickets to attend the broadcast of the Chris Evans breakfast show on 29th May – so keep your fingers crossed for Helen and Rita!

24/7 library….the return!

This blog post is for all you night owls out there…

We are delighted to announce that in response to student feedback – and a week of 24/7 opening in December 2014 which proved very popular – we are opening the University library, Ormskirk campus, for 24 hours a day 7 days a week from 08am on 2nd March to midnight on Friday 27th March 2015. That’s nearly 4 whole weeks – including weekends!

Many of you already use the 24 hour PC room in the LINC building, but feedback from the week of 24/7 opening in December indicated that many of you appreciated being in the library space with its specific study zones, print resources, access to PCs and printing facilities.

During the 24/7 opening period the help desks will be open as usual (08am – 9pm Monday to Friday and 11am – 6pm weekends). After these times you will still be able to:

  • Access the building with a valid UniCard
  • Use the study zones, book stock and PCs/printing facilities
  • Issue and return items
  • Pay fines and add print credit online
  • Access help and support via our Ask Us knowledge base or use 24/7 live chat 

*Please be aware cleaning will take place between 6am and 8am*

We hope you will make use of the extra study time!

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Helen Jamieson, Customer Services Manager

Love is in the air…

We were feeling the love in the library last week – and it seems that you were too!

Lots of you entered our #loveehulibrary Valentines competition and told us why you love the library.

The winneB-IZ_kyIAAAqrHdr won a meal for two which was kindly donated by The Cricketers in Ormskirk.

The Cricketers also donated runner up prizes of £10 meal vouchers.  A big thanks to them for donating the prizes!

We were delighted that so many of you took part in the competition and even more delighted to read some of the lovey comments….here are just a few:

“I love the library as there is a friendly working atmosphere”

“I love the library because it is a safe environment that encourages and supports learning and caters to every style of learner”

“Vibrant environment with lovely atmosphere and even lovelier staff”

“Besides the huge collection of books, the library also offers and friendly environment for my studies.  It’s not a boring place!”

“I love the library because the staff are so friendly and helpful”

“Great food, great service, great books, great people, great setting”

“All the staff have been so helpful with my special educational needs and the people here are so friendly and inviting. Thank you”

“I love the atmosphere, the amount of resources available to students, the service provided, the helpfulness and kindness of all the staff as well as the relaxed and calming environment”

“It’s the only place I can get any work done!”

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We love hearing your comments about the library so please tweet your comments (good or bad!) @EHULearnService

OR you can fill in one of our online comments and suggestions forms.

Until next year…..

Helen Jamieson, Customer Services Manager

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