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


World Book Day Fun

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

  1. Only EHU Students and Staff are eligible to win the prize.
  2. Learning Services staff are not eligible to win a prize (that would be cheating!)
  3. There are 8 prizes. The prizes are non-transferable and have no cash value.
  4. Golden tickets will only be accepted at the Welcome Desk in person
  5. The prizes are non-transferable and have no cash value.
  6. You can Tweet, Instagram or Facebook a photo of yourself with the Golden Ticket and book for extra brownie points. #WBDGoldenTicket

 

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

December graduation

Are you graduating this December? Don’t forget to sign up to the Alumni network and get 10 years membership of the University Library after you graduate!

Alumni Membership entitles you to:

  • Access the study facilities at any of our libraries (Ormskirk, Aintree, Manchester and Chorley) and borrow up to 5 books
  • Browse our book, print journal and newspaper collections
  • Use a number of educational and academic electronic resources as a day visitor under the terms of the walk in user licence
  • Staff assistance from help desks, use of guides and support documentation
  • Self-service photocopying and binding and laminating facilities
  • Access to these fantastic electronic resource packages which can be accessed off site.

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

Finally, good luck and best wishes from all of us at Learning Service in your future careers and enjoy your very special day.

Man Booker Prize Winner 2015

On Tuesday 13th October an author, who only 10 years earlier considered giving up writing all together, was awarded the prestigious Man Booker Prize for Fiction – congratulation Marlon James!

The Jamaican born winner endured almost 80 rejections of his first novel, John Crow’s Devil, before it was published in 2005. Three novels later and A Brief History of Seven Killings has won Marlon £50,000, a designer bound copy of his book and a phenomenal increase in readership!

So it just goes to show if you have passion inside you – never give up!

A Brief History of Seven Killings is not for the faint hearted, indeed it comes with a warning to his own mother – “maybe my mother should stay away from part four of the book” – but the detail and imagination set him worlds apart from your standard murder mystery!

The story is a fictional version of events that take place over three decades (70s, 80s and 90s) around Reggae superstar Bob Marley. Set initially in Jamaica the story travels across time, and continents, during a treacherous and unstable period of history delving into the darkest depths of drugs, guns and the changing history of his hometown.

A Brief History of Seven Killings is on order and will be available to pick up from Ormskirk University Library shortly…

Marlon James-A Brief History of Seven Killings

The Man Booker Prize was first awarded in 1969 and has been awarding annually ever since. If you are interested in finding out more, or even entering your own work for submission, the criteria is as follows…

“Any novel originally written in English and published in the UK in the year of the prize, regardless of the nationality of their author. The novel must be an original work in English (not a translation) and must not be self-published.”

The runners up in the 2015 awards were:

A Little Life by Hanya Yanagihara

A Spool of Blue Thread by Anne Tyler

Satin Island by Tom McCarthy

The Fishermen by Chigozie John Obioma

The Year of the Runaways by Sunjeev Sahota

Using our new look library catalogue

Visit our new look library catalogue and you will notice a few changes so we thought you might like a mini guided tour of the new features.

Accessing the library catalogue…

You can access the library catalogue direct https://capitadiscovery.co.uk/edgehill/
catalogue homepage NEWcatalogue log in boxesOr via Learning Edge using My Library Account Summary
BB My Library Account Summary

Renewing your loans…

We have introduced a new rolling loan system so you may never need to renew your books again!

Unless someone else places a reservation on a book you have on loan you can keep it as long as you need it. Your books will be automatically renewed 2 days before their due date and you will be sent an email informing you of all the successful renewals (including their new due date) and details of any items that are reserved and will need returning within 2 days.

Top tip: If you do need to return any items it is always worth logging into your library account before bringing them back to see if you can renew them manually. If you are able to renew them manually it means the reservation has been satisfied by another copy of the book and you can keep your copy a bit longer.

Placing a reservation…

It couldn’t be simpler to place a reservation in our new library catalogue!

Search for the book you want and once you have found it:-

  • If you are not logged in select Reserve and you will be prompted to log in.
  • If you are logged in select your collection location and then select Reserve.

Top tip: If you cannot see your home site library in the drop down list of locations it means your item is available on the library shelves right now! This means you can come in, locate the item and take it home with you today!
Library Book - reservation zoom detail
If you would like further assistance accessing or using the library catalogue and its many features please get in touch via Ask Us or 01695 650800.

 

Hello to the new library catalogue

lib-catalogue3

We launched our catalogue on Monday 1st June after a period of almost 12 months planning and testing.

The new catalogue is just part of a suite of changes you will see over the coming months but if you have any questions or you can’t find what you need in the catalogue or our tool ‘Discover More please tell us so we can help you.

Please take a look at the Ask us service for help, support and ways to get in touch.

We hope you like the many new features of the catalogue, here’s some information about what’s new:

  • A powerful search tool for all print and electronic resources resulting in more resources at your fingertips
  • Seamless access to your library account from within the VLE so no need to leave the Blackboard environment to view your checked out items
  • Fairer fines for all and an automatic book renewal service – the library will renew items for you so you can get on with other things, fines will only be charged on items reserved by other borrowers

For more information about the changes or your resources in Blackboard, please contact your subject librarian.

Rachel Bury

Academic Liaison Manager Quality, Marketing and Communication

 

 

So, how user friendly are we? Learning Services UX experiences..

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.

image[2]

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.

imageWhen 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.

Rachel Bury

Academic Liaison Manager – Quality, Marketing and Communication

Helen Jamieson

Customer Services Manager

 

 

 

 

Follow Friday Twitter Competition #FF @EHULearnService

In celebration of @EHULearnService reaching 1000 followers on Twitter we thought it would be nice to hear WHY you follow us?

We would like you to invite your friends and followers to follow @EHULearnService using the #FF and tell them in 140 characters (or less!) why they should follow Edge Hill University Library and you could WIN a tasty little treat to say thank you!

Although we are very happy to hear everyone’s lovely comments about @EHULearnService only Edge Hill University Students are eligible to win the prizes.

The competition will run all day Friday 8th May 2015 (00:00 to 23:59 hours) and the winners will be selected at random on Monday 11th May 2015.

Terms and conditions apply.

chocolate

Follow Friday Twitter Competition Terms & Conditions
1.    Only EHU Students are eligible to win the prize.
2.    Only 1 entry per student (you may tweet / promote as many times as you like but your Twitter handle will only be entered ONCE into the prize draw).
3.    There are 5 prizes – all chocolate! The prizes are nontransferable and have no cash value.
4.    Competition entries will only be accepted via Twitter and you must tag @EHULearnService and use the #FF for your tweet to count as an entry.
5.    Any entries outside the specified times (00:00 to 23:59 hours) will not be counted.
6.    The winners will be picked at random from a ‘hat’ on Monday 11th May 2015.
7.    The winners will be notified by Direct Message on Twitter to request an Edge Hill student number.
8.    The winners must be able to collect the prize from Ormskirk Welcome Desk and bring their UNIcard for identification purposes.

 

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.

LS0415 247 library plasma

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

Helen_Jamieson