Due to the 3rd national lockdown that is currently in place we have made some changes to services and facilities within Library & Learning Services and Catalyst.Continue reading
The days may be getting colder and the term winding down to a close, but here in Library and Learning Services we’re still here to support you through the festive period. While Catalyst’s opening hours are a little different, the good news is you can still access help and information via our online web pages and handy knowledge base, Ask Us.
Opening times for Catalyst and Helpdesk support this Christmas
Friday 18th December – Catalyst is open 8am-8pm
Saturday 19th and Sunday 20th December – CLOSED
Monday 21st – Wednesday 23rd December – Catalyst ground floor is open 10am-6pm
You will be able to access PCs, study space and printing. Virtual helpdesk support is also available 10am-6pm via our online knowledge base Ask Us and email.
Thursday 24th December – Monday 28th December – CLOSED
Friday 1st January – CLOSED
Saturday 2nd and Sunday 3rd January – Catalyst is open 10am-6pm
From Monday 4th January onwards – new opening hours
Monday to Friday: 8am-11pm
Saturday and Sunday: 10am-6pm
Changes for 2021
New for 2021 and in line with COVID-safe guidelines we have:
- Extended Catalyst opening hours from Monday 4th January and will stay open until 11pm Monday to Friday
- We have opened up more study spaces, including the huts on the ground floor
- We have increased capacity in the building to allow more students the opportunity to study and use the space
- We have bookable individual silent study spaces available on our 3rd floor with the option to have a PC or a larger desk
- Our coffee shop 53.3 Degrees has extended it’s opening hours and will now be open until 6pm Monday to Friday
From everyone in Catalyst, we’d like to wish you a Merry Christmas and a Happy New Year! See you in 2021!
You’re trying to stay on top of your revision and manage to keep a work-life balance. We know it’s tough and just wanted to let you know that we’re here to support you. That’s why Learning Services will be running a Study and Revision Central promotion for three weeks starting on 24th April.
(Free) Brain food!
During this time we will provide free water and healthy snacks to keep you hydrated and boost your brain power while you study. So take a break and pop along to the Ask desk between 11-3 and collect your goodies. Working online
You can also find plenty of tips and guides on study & revision central at the one stop site available from your ‘My Library’ tab in Learning Edge. Check out the video playlist of revision tips on Lynda.com for help with time management, speed reading, note-taking and much more.
It isn’t too late to book on to some of the remaining Uniskills Workshops which include sessions on academic writing and information skills. You can also get plenty of help at the Ask desk from our academic skills advisors and student advisors.
If you are studying off campus, you can access our digital library – all things electronic – from anywhere
Finding a quiet place to work…
The University library is open 24/7 right up until Monday 12th June. Within the library you will find a range of study zones, networked PCs, laptop loans and free Wi-Fi (eduroam), printing and photocopying facilities, access to 200,000 items including books, journals and audio-visual resources and access to help and support at our library help desk.
To help you find a quiet place to revise, we have a silent study area with easy access to resources or you could book one of the individual study rooms if you want some space to yourself.
There are computers available in LINC building (building number 10 on the campus map) 24 hours a day, all year round which you can access using your student UniCard.
Further help and support
For further help please don’t hesitate to get in touch! You can contact us in a number of ways:
- Contact Learning Services via our 24/7 Live Chat
- Search our knowledge base Ask Us for the answer to many common queries including using Turnitin, Harvard Referencing and much more.
- Give us a call on 01695 650800 during our opening hours
- Tweet us or send us a facebook message
If you need any help, please just ask
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
To celebrate World Book Day we are bringing you a fantastic Golden Ticket competition in conjunction with Wally of Where’s Wally fame. #WBDGoldenTicket
In the run up to World Book Day on Thursday 2nd March we will be posting two images per day of Wally somewhere in the University Library with a book. In each of the books we will conceal a Golden Ticket, which can be exchanged for a fabulous literary chocolate prize at the Welcome Desk
How to enter…
From Monday 27th February to Thursday 2nd March, we will be posting 2 separate images per day, at randomly generated times, across all three of our social media platforms.
Use your skill and knowledge to search for the book on the library catalogue, obtain the class number to locate the item on the shelves, run to the shelf (making sure you don’t trip and hurt yourself 🙂 ) and claim the Golden Ticket.
Bring the Golden Ticket to the LS Chocolate Factory (i.e. the Welcome Desk on the ground floor) and we will exchange it for your super prize.
Terms & Conditions
- Only EHU Students and Staff are eligible to win the prize.
- Learning Services staff are not eligible to win a prize (that would be cheating!)
- There are 8 prizes. The prizes are non-transferable and have no cash value.
- Golden tickets will only be accepted at the Welcome Desk in person
- The prizes are non-transferable and have no cash value.
- You can Tweet, Instagram or Facebook a photo of yourself with the Golden Ticket and book for extra brownie points. #WBDGoldenTicket
Following on from our fabulous refurb, we present to you the next act in our makeover ….Self Service Laptops.
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
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 way. 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.”
Customer Services Manager
With a major UK conference last month, the subject of UX in libraries is very much on the agenda. UX or usability can take a variety of forms and many of us have been engaging with the ideas, techniques and concepts of UX for the past couple of years.
Helen Jamieson and I attended a UX in Libraries conference which was held at the University of Cambridge in March and what a conference it was. We felt we were on a film set for most of the week!. It was truly international with library colleagues, anthropologists, ethnographers and web designers from all over the world there to inspire us.
We were introduced to a new concept – ideation = idea generation. It was great fun with one exercise generating well over a 100 post-it notes of ideas around improving library spaces in one of the Cambridge libraries.
When we returned home, we decided to try out the 6-8-5 technique as a way of creating new ideas for student induction 2015. We tried it out with our staff who are on the induction planning group and then with a group of students. You’ll have to wait until September to see the results…
If you’re not familiar with the technique (and we weren’t) 6-8-5 is where you have 5 minutes to write 6 to 8 ideas on post-its. You share with your group, this can spark your creative juices so you repeat the exercise again with another 5 minutes – you might have new ideas or you have honed one of your original ideas or one of the teams. You do create lots of ideas but they do begin to fall into themes when you bring them together and start to discuss.
What else are we doing?
Something which was a running theme with the keynote speakers at the conference and the breakout sessions was the limitations of data. Questionnaires don’t help us find out how using a service or a library space feels to our users. With this in mind, and following the success of diary mapping student study habits on campus, next term we will be mapping and questioning how students approach an assignment. We know we don’t know enough so finding out more about the touch points with Learning Services will help us improve our service and support for students.
Three years ago as we prepared to develop new web pages for Learning Services, we dipped our toe into the water of web usability working with some prospective students who were our volunteers. The work we undertook was fascinating as we watched students find – or not find as the case maybe- the answers to some standard questions that we get asked all the time. The feedback gave us some great insights and helped us re-design some of our site – unfortunately, we can only share the videos with colleagues who were involved in the project and were named on the consent form but we are happy to talk to anyone thinking of undertaking a similar exercise.
More recently, we have been applying the same techniques to our single search tool, ‘Discover More’ observing volunteers trying to answer a number of questions using its navigation. We have been recording their experiences using screen capture software and a small team has been evaluating the results.
This month we are beginning to undertake usability of our VLE, Blackboard. We have a brand new group of students who have just started their course at Edge Hill and we are keen to develop an understanding of how intuitive new students find Blackboard, and how they find key information – timetables, announcements, course handbooks, library resources.
The conference however has inspired us to be even more pioneering. Although our ethnographic techniques will continue we will be starting to introduce a more anthropological approach to the use of library services, as well as beginning to look at UXing some of our online activities as well.
Academic Liaison Manager – Quality, Marketing and Communication
Customer Services Manager
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.
That’s a whopping 624 hours of uninterrupted study time!
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
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 our 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.