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
Thanks for creating this list Alice! The Customer Services Group UK used #CSGUK23 last year, I'm assuming it will be #CSGUK24 this year: www.customerservicesgroup.co.uk/events
Providing space for students 24/7 is changing, some are withdrawing, which might inadvertently impact our most vulnerable students more. This chimes with our research at The OU: some students are studying without access to the internet, safe study spaces, heating or even homes these days. #CSGUK23
Interesting Q about staffing libraries balanced between providing 24/7 enquiries and services. Exeter, similar to the OU, 24/7 chat is provided by an international librarian chat cooperative (happy to answer questions on this directly) #CSGUK23
Exeter: Library phone lines for customers were removed during the pandemic; Webchat usage grew and did not drop. Decided not to reinstate phone lines when the pandemic ended. user behaviour was not the same at Falmouth #CSGUK23
Completely separate in terms of governance, budgets etc, but work together in partnership and aim for a parity of service. All decisions on service across all sites are made in consultation with each other and with each other in mind #CSGUK23
Unusual (unique?) partnership between UoExeter and FX plus (commercial provider) to provide library customer service across Exeter Streatham, Exeter Penryn and Falmouth University. #CSGUK23
Love the description of Alex’s role: my job is to make sure everyone can access the information they want, and to have a nice time while doing so. #CSGUK23
Next #CSGUK23 presentation: Alex Bassett and Sophie Wonnacott on The continual evolution of the library enquiry services
Music to study to in the library would be welcomed in some zones for some students. Background music, ambient focus sounds would be good. Silent space would still be needed however. #CSGUK23
We need to make sure the library feels like a less daunting space, not intimidating or silent. Somewhere students feel welcome to spend times with their friends where they can get free water refills and enjoy their Tesco* meal deal
#CSGUK23
*other providers are available
Providing wellbeing support in libraries is something we could start doing more of. Being able to do a jigsaw puzzle in the library sounds like heaven to one student (and the author of this post also!) #CSGUK23
Communicating our services to students remains essential, email is the least read channel these days so consider social media channels. #CSGUK23
Libraries need to provide students with a variety of study spaces depending on the needs at the time. There’s not one size fits all. #CSGUK23
When we [students] know that we want to talk to a human, being able to bypass the bot when chatting online is important #CSGUK23
Use of AI: we [students] know when we’re talking to a bot vs a human, happy for quick easy questions to be answered by a bot, but we need to be able to access a real person also. #CSGUK23
Students don’t want to attend a long lecture on how to use the library. Small, immediate problem solving skills sessions would be preferably. #CSGUK23
Immediate small incentives have more sway than the potential to win a large prize. Students really wanted Uni branded merch (lanyards, small things) in exchange for feedback. #CSGUK23
Q: how can we get feedback from you? A: like quick feedback walls where it’s easy to respond. QR codes to surveys but follow up with what you’ve done (you said, we did). Come and talk to us in the space (preferably with incentives). Don’t send us complicated long surveys. #CSGUK23
My use of #LISconference has been sporadic (and potentially misspelt!) so it’s also worth checking #CSGUK23 😉
Students have explained that their introduction to the library and what it offers was different to students starting post-pandemic restrictions #CSGUK23 #LISconference
Next #CSGUK23 session is a student panel. Most of the students started their studies during Covid. Their resilience and dedication to studying at that time astounds me.
That you Selena for live posting at #CSGUK23 It’s really useful. Great to be able to keep an eye on the #LISconference feed.
Q: How do you find out what students want? A: go and talk to them directly, bypass the students union (who may have a different perspective than the majority of students) and go to where the students are. Buy them a coffee and ask their views. #CSGUK23
Great Q to the keynote about the fear of AI replacing roles in Libraries. Anne has the same experience as me, we can remember where the internet and google meant there will be no more libraries, 20 years on we’re still here. AI can be viewed as a service enhancement not a replacement #CSGUK23
This chimes with my life-long library experience. The need to be a ‘Loud Librarian’ is a continual way of being, this week alone my department was described as a book procurement team by a PVC. #CSGUK23 #LISconference
“Libraries have been at the forefront of change.
There is a constant need to educate our senior stakeholders in what a library is and does.” #CSGUK23 #LISconference
Keynote from Anne Poulson, Director of strategic change and delivery - Uo Dundee:
“Make change simple, accessible and not overly engineered”
#CSGUK23 #LISconference
I’m attending #CSGUK23 today in Edinburgh. It’s the largest In-person conference they’ve ever had… personally I don’t miss the online penguin days. #LISconference
