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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Term 1: brought to you by Learning Services

It’s hard to believe that we are already at the start of the second term, where does the time go?

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

We have continued to expand and improve access to resources.  We know that you love your text books and in term 1 we purchased a massive 7,000 new books for library stock.

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Access to electronic resources is also important to you and our electronic resource collection currently stands at over 300,000 items!

As well as improving access to resources, in the first term we made the unprecedented step of opening the University library for 24 hours a day – that’s a massive and uninterrupted 120 hours of study time.  Continuing with the 24/7 theme we also launched our 24/7 live chat service.  You can (and you have!) asked questions into the early hours.

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You told us that you would like to be able to access resources direct from Blackboard and your wish is our command! The new subject resources tabs in Blackboard now mean that library resources are just a click away.

The above enhancements should have improved access to services and resources for everyone, but we have also developed a number of more personalised services.

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! 239 of you did just that in the first term alone.

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It has also been encouraging to see that many of you have received 1-2-1 bespoke support from a study skills or SpLD advisor.  681 of you attended an SpLD 1-2-1 support session and 502 of you attended a 1-2-1 study skills session in the first term.  These sessions are person centered and designed to support you with your own specific learning needs.  Even more encouraging is the incredible feedback we receive about these sessions, with over 91% of students reporting that our 1-2-1 support is effective and has enabled them to move on with their studies.

There’s lots to look forward to this term too!  So watch this space…

And finally, we do genuinely love to hear your feedback so don’t be shy – get in touch.

Helen Jamieson, Customer Services Manager

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Stop, look and listen….

Before all the freshers arrive and the new term gets into full swing, we have taken a moment to stand still and reflect on life in your library this past academic year.

Through a series of observations and data collection exercises throughout 2013-2014 we have been able to see what has been keeping you all busy in our spaces.  By analysing data like this we can learn from your experiences and plan how we can best continue to support you on your journey.

So what does the data tell us?

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Despite the temptation of all that Christmas shopping and mulled wine, Monday 9th December 2013 was the busiest day in the library with a whopping 4,069 visitors on that day alone!

For all you romantics out there, the library was also the go-to place on Valentines day. The 14th February 2014 was the busiest day for book issues. #truestory #andtheysayromanceisdead

We can see that you love coming to ask us questions on Mondays between midday and 1pm (especially in March!) and if you can’t chat to us in person, telephone is still your preferred alternative mode of contact.

So what has been keeping you busy in our spaces?

Library Infographics activity

Well firstly we can see that you like to use technology in our learning spaces and that the ground floor social learning space is particularly popular.

We can also see that despite the growth in electronic material, many of you still like to study with physical text books with nearly 40% of you working this way.

We know lots of you like to study at home but the library is still very popular, with visitors increasing by nearly 5%.  Many of you are also night owls with visitors to the library between 9pm and midnight increasing by over 30%!

There’s no denying that we do love a stat here at Learning Services, but we’re also interested in your individual learning journeys and in 2013-2014 we undertook a series of student diary mapping exercises which helped us add extra layers to the data.

We would love to hear your individual stories about how you use our learning spaces this coming academic year.  If you would like to get involved in the next round of student diary mapping, or want to give us any feedback at all about library faciltities please do get in touch: helen.jamieson@edgehill.ac.uk

Helen Jamieson, Customer Services Manager

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Graduating this summer?

If you are graduating this summer then well done and congratulations!  Learning Services would like to wish you all the best of luck in your future careers and we hope that you have enjoyed your time at University.

To help you enjoy a perfect graduation day, do ensure your library accounts are clear of library stock and fines by 5pm on Thursday 19th June.

Don’t forget that you can join the library as an Alumni member after you have graduated and take advantage of access to books and selected electronic resources.  It’s free to join!

For more information go to: http://www.edgehill.ac.uk/ls/library/alumni

Good luck from all the staff at Learning Services!

 

Improvements for library loans…

We are currently exploring how we can improve our offer in terms of students/staff borrowing from the University Library. Our aim is to have a more flexible service, and to minimise charges.

The following are improvements under consideration:

  • Only charging fines on overdue books that are in high demand (ie items that have been reserved by another student/staff member)
  • Introducing an auto renewal service; the library would renew your books for you (apart from any with a reservation)
  • To make the borrowing rules easy to understand; introducing one standard loan length for all books

We would appreciate your feedback on how these changes might enhance, or otherwise, your experience of borrowing from the library. If you have any feedback (positive or negative!) then we would love to hear it.  Just drop an email to helen.jamieson@edgehill.ac.uk