Robert Whan cont. Have a dashboard which shows a heat map of user engagement times, conversations per day, AI answer sources being counted, feedback averages. Chatbot is dealing with about 2,000 enquiries a month
#CSGUK24
Robert Whan from Queens is talking about the processes involved in setting up MS copilot as a chatbot, inc. online content review, kill switch, privacy, phrasing, scope.
Upfront with users that the chat is AI and they can type CHAT to speak to library staff immediately
#CSGUK24
Aoife Murphy (seated) and Nuala Murray (speaking) Presenting at CSGUK24 today. they are in front of a large screen with DCU projected on it.
Nuala Murray & Aoife Murphy from DCU Library presenting today at #CSGUK24 discussing staff learning & development: challenges, acchievements and exciting future plans! #DCULibrary 📚
Maria Carnegie cont: one approach to progression in customer services: regraded a post down and advertised internally and had a successful appointment which is going well.
#CSGUK24
Maria Carnegie from Durham talking about development and progression in customer services.
Her response to "I don't want to progress" is to remind people that even if you want to stay in your current role, you need to engage with development
#CSGUK24
Iulia Cinpoes, Uni of Westminster:
Customer engagement = 70% is virtual. Cultural shift for advisors. Produced visualisation of virtual queue vs in-person queue to show there are far more people waiting virtually
#CSGUK24
Hearing from Charlene John from Uni of Westminster. She was employed in 2023 and has a retail background, not HE or libraries.
Customer focus starts at the top.
Team of 40 that work in silos. Introduced team away days: fun, external speakers
#CSGUK24
Q: Is there something in the environment of a library that encourages good behaviour?
A: Different zones. People respect the quiet zone. Traffic light system: red = quiet.
Good lighting promotes study
Set aside space for people to talk
#CSGUK24
Q: Would you welcome the library in the online spaces you gather like Discord?
A: No harm in sharing info and cross-posting. But don't bombard or we'll switch off
#CSGUK24
Q: stop/start cont.?
A: More study space and versatile space that can change depending on need
Students using the library as a place to live. More than books and study space. Places to nap, beanbags
#CSGUK24
Q: What should we stop/start?
A: Lit student: not enough print textbooks and no digital copies
Buy more ebooks and digitise print. Time consuming to find and checkout print
Mid-semester tours and drop-ins. Too much going on during Freshers
#CSGUK24
Q: Thoughts on self-service and AI?
A: Balance. Self-service book returns are good, but need to have in-person backup
AI chatbot gives generic answer and have to email a subject librarian for specific advice.
Chatbots are mirroring FAQs on website and most students know where these are
#CSGUK24
Q: Feedback via social media?
A:
Question boxes on Instagram stories
Queen's Student Union not using FB and Twitter because students not on these platforms
Instagram and TikTok for fun, LinkedIn for more professional.
Think about when you're posting, and consistent branding and message
#CSGUK24
Q: Best way to get feedback from you?
A:
Informal: grab people at events. Formal, partnership model: need to pay
iPad with smiley faces for honest responses (people less honest F2F)
Time of year - avoid assessment time
#CSGUK24
Q: What works well in terms of study space in the library?
A: 24 hour opening due to being more productive at night. Don't mind noise due to noise cancelling headphones, but don't like people walking past
Like variety of spaces depending on what doing
#CSGUK24
It's time for the student panel, i.e. my favourite part of #CSGUK24
Jim Dickinson: Support students to build communities and not rely on our more stretched resources, in order to build their confidence and sense of belonging
#CSGUK24
Jim Dickinson: student quote: "I want going to campus to be less like going to the cinema on your own and more like Glastonbury" #CSGUK24
Graph showing a correlation between strongly agree responses to the library and belonging questions on the NSS survey
Jim Dickinson has cross referenced the library question on the NSS with the belonging question and posed the question: is this correlation or causation? #CSGUK24
Conference room with delegates, a presenter and slides with the title 'Why the playbook is changing and what to do about it'
Jim Dickinson from @wonkhe.bsky.social is our keynote speaker #CSGUK24
Red brick Victorian style building
I'm in Belfast for the Customer Services Group UK annual conference (for front facing teams in HE libraries)
I'm speaking about the fab research that @tynestanley.bsky.social and Caroline Barratt did on the impact of SCONUL Access on distance learning success
oro.open.ac.uk/93004/
#CSGUK24
I remember #CSGUK23 (on the list) from the early days of BlueSky - hashtag use before they worked (& having used them now thankfully tuning out to have been useful. I’ve added #CSGUK24 to the list of upcoming 2024 conferences, with a ? - I’d had it on my hidden list as something to look out for
