2. Brunel University London
The north wind doth blow…
Studied English Lit, then
worked in retail before getting a
job as a Learning Centre
Assistant
Studied for a Masters at UCL
part-time, while continuing to
work full-time.
Worked in FE, FE in HE, and
Higher Education.
3. Brunel University London
My work
• Teaching (in Dept &
Libsmart)
• Enquiries
• Attending meetings
• Relationship building
• Managing budgets
• Collection
management and
development
5. Brunel University London
Some things to consider:
What are you trying to do? Get feedback? Build
relationships? Raise awareness?
If apprehensive, consider both the worst and the best thing
that could happen.
Is there a risk of annoying the students with too many
requests?
How are you going to get your team involved? They are
your ‘customers’ too.
7. Brunel University London
FEEDBACK
What: a week long feedback
campaign using the #dearlibrary, post-
its and Pinterest
Why: visible and provides answers to
specific questions
Did it work: Students were engaged
and it served the purpose at the time.
8. Brunel University London
The Library Feedback washing line
What: a week long
feedback campaign using
a washing line, postcards
& pegs
Why: visible and provides
the opportunity to leave
unprompted answers.
Did it work: Yes - 137
responses which led to
blogpost and fixing of a
number of issues.
10. Brunel University London
What: A drop-in focus workshop. This had eight questions on topics such
as space, reading preferences etc and answers were collected on post-its.
Students given Costa vouchers and cake.
Why: Customer Service Excellence Standard assessor, despite liking what
we do, has said we need a more formal way of catching feedback
Did it work: Yes – 35 responses
13. Brunel University London
What: Hiding chocolates round
the Library and provide clues
via Twitter so students can find
them.
Why: It highlights the facilities
and spaces in the Library and
increases engagement with the
students as they tweet when
they have found it.
Did it work: The most costly but
most engaging
17. Brunel University London
What: Images for students to colour in, near the front of the Library
Why: Mindfulness and colouring known to be calming
Did it work: Plenty of pictures were coloured in and some were
taken away
18. Brunel University London
What: Fruit giveaway as part of
Well@Brunel and Exam Week
Why: stay healthy during time of
stress
Did it work: People didn't believe it
was free initially and became really
excited
25. Brunel University London
What: Working with the various University societies
Why: Building a reputation as approachable, flexible and
willing to accommodate student needs. Creating advocates.
Did it work: Too early to tell at the moment
32. Brunel University London
Some tips:
• To reduce budget - work with other depts.
• Leave students to it - don't try to micromanage
• Be open minded
• Don't be scared
• Create relationships – with your team, other depts and
your students.
03 May 2017
32
34. Brunel University London
Remember
Think about what are you trying to do? Get feedback? Build
relationships? Raise awareness?
Consider both the worst and the best thing that could happen.
How are you going to get your team involved? They are your
‘customers’ too.
To watch:
• Hostmanship Ted Talk
https://www.youtube.com/watch?v=VEfUyOpG4b8
• Kid President Pep Talk
https://www.youtube.com/watch?v=l-gQLqv9f4o
03 May 2017
34
35. Brunel University London
My contact details
Sarah Wolfenden
@SarahWolfenden
Sarah.Wolfenden@brunel.ac.uk
TheWolfendenReport.blogspot.com
03 May 2017
35