Two books laid out on a table.
Check out these beautiful books, very kindly donated to us by our #ALN25 platinum sponsors, @manchesterup.bsky.social, for our analogue social media competition 📚 Thank you so much! Congratulations to our lucky winner, Kirsty Hemsworth 😊
MMU Business School atrium with conference delegates
Monica Westin, Keynote speaker
Rachel Beckett (Director, Library and Cultural Services, Manchester Metropolitan University)
What an incredible day at #ALN25 last Friday! 🎉
Huge thanks to our planning team, presenters, attendees, sponsors, and everyone who helped bring the day to life - we couldn’t have done it without you!
Great conference. Topped off by winning a book in the photo comp, donated by Facet Publishing. Thank you to all the organisers... you're amazing, and the wonderful speakers and delegates. And lunch was well lush! #ALN25
We’re about to host the closing talk of the conference, where we’ll announce the winners of our competitions and bring the day to a close #ALN25
What they learned: it takes time to learn a new system; get your data in order; your chatbot is only as good as your online information; listen to the feedback #ALN25
Next steps: how to filter out non-library enquiries like IT help? Student expectations, some language issues e.g. we refer to library space as library learning spaces, does that mean something to students? More codesign needed. Knowledge management: how easy to find info will massively impact #ALN25
What was the impact? Launched in September 2024. Data looks positive. Pre chatbot: 2068 requiring expert support, 403 signpost to self help. Post-chatbot: 1469 requiring expert support, 149 signpost to self-help. 3% time on livechat is library enquiries which could have been self-help. #ALN25
Initial triage within the bot, directing them to specific areas of focus. Encouraging them to use the decision tree, but there's also an option to select more help e.g. searching guides or livechat. #ALN25
Also language issues. Staff will use language that they think is appropriate (e.g. library resources), students are unsure what that means (they suggested research materials). Co-designed language compromise reached (books, journals and databases) #ALN25
Codesigned with students: some focus groups; usability testing. When you're too close to a project, you don't see the pitfalls, which students helped with. e.g. students suggested a Start Again feature. #ALN25
Three objectives in mind:
- improve access to self-help via chatbox
- avoid negatively impacting existing user experience
- demonstrate the value of expert library help
Chatbot isn't AI, but rulesbased, complete control over the user's experience. #ALN25
How did they approach it? Review their livechat enquiry data. They discovered that 16% of the queries could be answered by self-help information. Introducing a chatbot could help with that and save students needing to speak with staff #ALN25
Sheffield Hallam have had a dedicated 24hr chat feature for several years, using LibAnswers. LibAnswers were then offering free chatbot functionality, great opportunity to develop their offering whilst still in a time of cutbacks #ALN25
Carl Lomax and Lizzie Seals - "Let me handle that", Experts vs Bots: Implementing a rules-based library chatbot to enhance student support whilst maintaining the value of the 'library expect' #ALN25
Lessons learnt: wider promotion and start doing so earlier; finalise resources for briefings sooner; students more likely to engage with their peers; never can have enough hot chocolate; they loved ping pong! #ALN25
Some of the activities: wreath making workshop; paper chain making; make a bauble on the Christmas tree with compliments; free teas and coffees, plus hot chocolate. Festive reading list. Festive drawing and colouring in. Arts and crafts station. Mix of hosted and self-service activities #ALN25
Interacted with 147 students, promoting 57 activities. 60% of respondents indicated that participating helped them feel less lonely and 75% said that participation improved their mood and reduced stress #ALN25
Practical things: collaboration between library, student workers, close work with student life and mental health team. Online and paper form to gather feedback. Briefing on how to approach students, some prompts to open up the conversation. Lots of board games and activities. #ALN25
Lots of students who weren't going home, feeling disconnected. Student-focused institution, keen to tackle loneliness. Introduced 'winter conversations' initiative. Semi structured conversation survey, starting conversations of how to help #ALN25
Charlotte Murray from Teeside University now talking about "Winter Vacation: Keeping Student Connections Alive" #ALN25
Expanded our staff's understanding of work across the university, both with their critical friend and then mentoring others as a critical friend. Has led to some partnership working outside of the service. Cost-effective too - free to us other than time. #ALN25
Increased uptake in curriculum teaching projects. Reputation - widens awareness of our projects. Makes folks aware of the breadth of the service, incorporating LLS expertise into university development #ALN25
HEA is a way we can find our friends and shout about the fantastic things we're doing. Partnership working: staff working as Associates in Centre for Learning and Teaching, leading on projects, teach on the course for new teaching professionals. #ALN25
Feedback from staff who've completed it: reflecting on their work helped improve their practice, critical friend lets you meet and collaborate with staff across the university #ALN25
Silver sponsor graphic.
Our sponsors help to make the conference the success it always is!
Thank you to our silver sponsors: Content Online; De Gruyter Brill; HS Talks; The Social History Archive; VitalSource; Clarivate; and Bloomsbury Publishing.
#ALN25
When you've completed the process, you can become a critical friend and two library staff are on the review board, so we get to hear about practice from across the university. Started with the scheme thinking it was personally beneficial, but now seeing the service benefits #ALN25
LBU have an uni accredited scheme, supports you financially, offers workshops and a critical friend. All library staff (not just those who teach) are encouraged to apply. [Personal note: this was my experience at LBU, promoted as good CPD when I joined the library] #ALN25
Gold sponsor graphic.
Our gold sponsor for the in-person day is OCLC (www.oclc.org/en/home.html).
Thank you for supporting ALN Conference 2025 😊
#ALN25
Why would you do one? Personal development, good on your CV, also a great personal reflective process. Letters after your name #ALN25
What are HEA fellowships? Demonstrates a personal and institutional commitment to professionalism in learning and teaching in HE. Four categories of fellowship #ALN25
