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Performance and feedback

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It’s not just to pat ourselves on the back on a job well done. We want to understand how you use our services, and where you run into difficulties so that we can identify where we can improve or better communicate what we’re already doing. We aim to seek feedback in a variety of ways, from surveys and focus groups, through to customer journey mapping, student representatives and social media.

 

Implementing your suggestions

Your suggestions, alongside the various data we collect, are used to improve our services. Summaries of the projects we've undertaken, publications we've written, conference papers we've presented and awards we've won show our ongoing commitment to enhancing your experience.

How we act on your suggestions

Awards

Customer Service Excellence standard
A governmental standard evidencing our priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude.

Talis Award: excellence in marketing and engaging academics
This award is for universities that show a dedication to academic adoption, impressive and creative methods and a well executed plan.

The Union Awards Students' Choice: sustainability award
This award is for departmental achievement.

 

Projects

Student engagement projects 2017-18
Aims and outcomes from a number of student engagement projects, including gathering feedback on Riverside study spaces, a study skills portal and short loans.

Snapshot surveys 2017-18
An annual snapshot of some of our services.

 

Publications

Pittaway, Sarah (2018) "Not Just the Help": Library Services as Professional Colleagues. ALISS Quarterly. ISSN 1747-9258 (Submitted).

Allen, Stephanie and Downes, Janine and Keene, Judith (2018) New Audiences, New Opportunities in a Joint Academic and Public Library: The Hive, University of Worcester, U.K. In: Collaboration and the Academic Library: Internal and External, Local and Regional, National and International. Chandos Information Professional . Elsevier (Chandos Publishing), Kidlington. Oxfordshire, pp. 183-194. ISBN eBook: 9780081022887, Paperback: 9780081020845.

Graham, Ruth (2018) But It's All Free on the Internet! Information Today Europe: ILI365.

Pittaway, Sarah and Worsfold, Laura (2017) The Hive at Five: From Design to Delivery. ALISS Quarterly, 13 (1). pp. 8-10. ISSN 1747-9258

Devine, Kathryn (2018) Undergraduate Students’ Perceptions of their “Learner Journey” at the University of Worcester and Library Services’ Role in this Journey. Masters thesis, Robert Gordon University.  Winner of the Douglas Anderson Award (distinction).

 

Conference papers

Pittaway, Sarah (2018) Defeating the Imposter Within: or, "They Haven't Found Me Out Yet". In: UKSG 41st Annual Conference and Exhibition, 9-11 April 2018, Glasgow. (Unpublished)

Pittaway, Sarah (2018) Using What Academics Really Think to Develop Our Teaching Offer: Mapping the Learner Journey at the University of Worcester. In: LILAC (Librarians’ Information Literacy Annual Conference) 2018, 4th-6th April 2018, University of Liverpool. (Unpublished)

Pittaway, Sarah (2018) Can Students Contribute to the Recruitment of Staff? New Approaches to Partnership Working at the University of Worcester. In: Change Agent Network Conference 2018: Championing Student-Staff Partnerships in an Age of Change, 19-20 April 2018, University of Winchester. (Unpublished)

Pittaway, Sarah (2017) Not Just "the help": Library Services as Professional Colleagues. In: The 2nd Relationship Management in HE Libraries Conference, 16th - 17th November 2017, Lancaster University. (Unpublished)

Graham, Ruth (2017) Improving the User Experience for University of Worcester Library Users. In: The Online User Experience; LibGuides and Library Web Pages, 15th November 2017, Coventry. (Unpublished)

Kosinski, Karol (2018) Promoting the Open Access Agenda Through the Use of Virtual Learning Environment. In: Worcester Learning and Teaching Conference, 14th June 2018, University of Worcester. (Unpublished)

Projects

How can we maximise the use of the Virtual Learning Environment (VLE) to improve the student experience?
This project aimed to gather student feedback on how the VLE, Blackboard, is currently being used and seek their opinions on what could be changed to improve the student experience.

Student engagement projects 2016-17
Aims and outcomes from a number of student engagement projects, including gathering feedback on Welcome Week, taking shelfies during induction and study mapping.

Eresource requests 2016-17
A review of eresource requests from academic and academic liaison librarians for the 2016-17 academic year.  Purchased resources, including those for new courses, were communicated via a blog post.

 

Publications

Pittaway, Sarah (2016) Engaging Students, Shaping Services: The Changing Face of Student Engagement at The Hive. Insights: The UKSG Journal, 29 (3). pp. 249-257. ISSN 2048-7754

Beevers, C. and Fagg, Su (2016) FIL Benchmarking Project. Forum for Interlending and Information Delivery Journal (65). pp. 17-25. ISSN 2056-3086

George, Madalene (2017) Shortbread and Sticky Notes: Taking a Personal Approach to Student Experience at University of Worcester Library Services. In: Gregynog Colloquium, 12th-16th June 2017, Gregynog Hall, Newtown. (Unpublished)

Pittaway, Sarah (2016) Engaging Students, Shaping Services: The Changing Face of Student Engagement at The Hive. Insights: The UKSG Journal, 29 (3). pp. 249-257. ISSN 2048-7754

Beevers, C. and Fagg, Su (2016) FIL Benchmarking Project. Forum for Interlending and Information Delivery Journal (65). pp. 17-25. ISSN 2056-3086

 

Conference papers

Pittaway, Sarah (2016) When is a Librarian not a Librarian? In: UKSG Forum 2016 'The innovation game: breaking the rules', 16th November 2016, London. (Unpublished)

Projects

User testing review
In May 2015, Library Services began work to overhaul its online presence.  Prior to launching the new pages, we invited users from across the University to give their detailed feedback.  This review lists the comments received and actions taken.

 

Publications

Fairman, Roger (2015) The Westerman Typescripts at the University of Worcester Research Collections. The Westerman Yarns Newsletter (6). pp. 21-22.

Pittaway, Sarah and Downes, Janine (2016) Making the Vision a Reality: The University-Public Library Partnership at The Hive. Taking Stock. ISSN 0966-6745

Allen, Stephanie (2016) The Hive: the Joint University of Worcester/Worcester Public Library That’s Open for Business. SCONUL Focus, 65. pp. 23-28. ISSN Print: 1745-5782 Online: 1745-5790

Pittaway, Sarah (2016) Students as Partners in Recruitment. SCONUL Focus (65). pp. 40-43. ISSN Print: 1745-5782 Online: 1745-5790

 

Conference papers

Pittaway, Sarah (2016) Working with Students to Shape Library Services at The Hive. In: University of Sussex Library Staff Conference, 13th June 2016, University of Sussex. (Unpublished)

Pittaway, Sarah (2016) Engaging Students, Shaping Services: the Changing Face of Student Engagement at The Hive. In: UKSG 39th Annual Conference and Exhibition, 11-13 April 2016, Bournemouth.

Pittaway, Sarah (2016) From Data Entry to Advocacy: Recruiting Students as Resource List Assistants. In: Talis Insight 2016, 20th - 21st April 2016, Birmingham.

Pittaway, Sarah (2016) Working with Students to Shape Library Services at The Hive. In: University of Sussex Library Staff Conference, 13th June 2016, University of Sussex. (Unpublished)

Pittaway, Sarah (2016) Engaging Students, Shaping Services: the Changing Face of Student Engagement at The Hive. In: UKSG 39th Annual Conference and Exhibition, 11-13 April 2016, Bournemouth.

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