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New look: ensuring that user needs are met in library space
- 1. IN ADVANCE PLEASE GO TO ON PHONE OR TABLET ETC •https://padlet.com/davidcloveruk/ik96t0g0lgd5
- 3. NOT THIS ONE
- 4. ARE YOU BEING SERVED?
- 5. CONTEXT: THE UNIVERSITY OF EAST LONDON
- 7. EXERCISE 1 • WHAT METHODS OR APPROACHES COULD WE HAVE USED TO GATHER FEEDBACKPRIOR TO STARTING REFURBISHMENT? • PLEASE ADD ANSWERS TO PADLET https://padlet.com/davidcloveruk/ik96t0g0lgd5 • 10 MINUTES
- 8. CUSTOMER FEEDBACK • NSS, PGTES, PGRES AND ISB SURVEYS • AD HOC SURVEYS • PROGRAMME COMMITTEES • OUT AND ABOUT SESSIONS • CUSTOMER JOURNEY MAPPING • SURVEY KIOSKS • FLIP CHARTS • ETHNOGRAPHY
- 11. CHILDREN IN LIBRARIES SURVEY
- 13. FLIPCHARTS
- 14. ETHNOGRAPHY
- 15. FROM DATA TO DECISIONS
- 16. EXERCISE 2 • IN GROUPS • TAKE A FEEDBACK PACK AND FIRST INDIVIDUALLY THINK OF WAYS OF ADDRESSING THE CONCERNS RAISED WRITING EACH IDEA ON A SEPARATE POST-IT NOTE (5 MINUTES) • IN GROUPS ARRANGE THESE IDEAS INTO THEPREPREPARED GRID • HOW? ORIGINAL IDEAS THAT SEEM DIFFICULT TO IMPLEMENT • NOW: NORMAL IDEAS THAT ARE EASY TO IMPLEMENT • WOW! ORIGINAL IDEAS THAT ARE EASY TO IMPLEMENT (10 MINUTES) • FEEDBACK THE TWO “BEST” IDEAS
- 17. ACKNOWLEDGEMENTS • IMAGES FROM: PIXABAY (CC0 PUBLIC DOMAIN), UEL AND PRESENTER’S OWN
Notas del editor
- Are You Being Served? was a British sitcom broadcast between 1972 and 1985 on BBC1 (and internationally), following the misadventures and mishaps of the staff of the retail ladies' and gentlemen's clothing departments, in the flagship department store of a fictional chain called Grace Brothers. In the third series of Are You Being Served an episode entitled “New Look” started with the staff opening the department's (staff) Suggestion Box, only to find that there are no useful suggestions. In response the staff make their own decision about how to improve the appearance of the floor and boost sales with “comic” effect. Mrs Slocombe suggests a 1920s refurbishment but not being able to afford concealed lighting or palm trees the suggestion of background music and loudspeaker announcements is taken up instead. The episode includes a running visual gag centring on a decorative water fountain (another staff suggestion) at the entrance to the department floor, complete with resident goldfish, and the predictable impact of the sound of running water. This homage to the conference title and the innuendo driven British comedy of the 1970s has a more serious intent. Customer service (or serving our students) is not limited to interactions with frontline staff but should drive all our decision making. And of course library (and library and learning) space is key to the student experience.
- In this workshop I will explore multi-method approaches (including ethnographic approaches) for gaining insight and gathering feedback and suggestions and understanding the needs of our students as customers, as learners and as part of an academic community. I’ll also focus on what happens next, how we analyse, interpret and synthesise a rich set of data and transform this data into decision making. The workshop will begin with an outline of the University of East London’s Dockland Library Refurbishment Project and report on the experiences of gathering (staff and) student input through a number of different methods (including some we were unable to at this stage implement) and consider the strengths and weaknesses of each approach. Then participants will have the opportunity to work in supported groups to explore a range of different methods and approaches with a focus on analysis and interpretation of a wide range of evidence and data and how this analysis can be applied to practical decision making. The workshop is intended to demonstrate how learner needs can be assessed through a range of methods and approaches and to give delegates practical experience in analysing and interpreting real data. “New” university – but with roots at turn of the century when John Passmore Edwards opened the West Ham Technical Institute (and described as the “peoples university”) Situated in East London… and institutional commitment to serve East London communities Two campuses, one on the edge of the Olympic Park in Stratford and one on Royal Docks – opposite City Airport, and two libraries (award winning Stratford Library opened in 2013) Over 12,000 students on campus (over 10,000 FTE) Primarily undergraduate (over 80%) Over 80% full time 62% female High number of mature students (only 41% 18-20; 38% over 30) Ethnically diverse 34% Black, 33% White, 21% Asian 12% declared disability (46% of which dyslexia/learning disability)
- Docklands Library – opened 2006, officially opened Feb 2007, Three floors – first floor includes IT clusters, some used for teaching; first floor main services area, collections and study space, second floor collections (including journals) and study space including two silent study rooms Current state is 10 years old – carpet tiles and furniture showing age and no longer meeting expectations of students Serves students from three schools: ACE (Architecture, Computing and Engineering), ADI (Arts and Digital Industries), Social Sciences And Sports and Sports Science students from HSB and Music and Event Management students The Docklands Library Refurbishment projects were planned to refresh and update the library environment and improve the student experience, within a limited budget
- Our initial thoughts
- Kiosks and Out and About Sessions Out and About Session November 72 students Focus on refurbishment Many comments on noise and suggestions for more study cubicles, group work rooms, a silent PC area; facilities to support students making use of 24/7 including sleeping area and vending machines; concerns about printing, PCs and WiFi, temperature Kiosks on both campuses How could we improve the library service for you? Access to power sockets, noise, comfortable chairs and “chill spots”, more PCs and making sure chairs available, more silent spaces, more collaborative spaces, allowing food and drink
- As part of the process targeted specific groups of students Interested in needs of parents/carers – currently allow children in library under supervision Short survey handed out when parents or carers brought children in, attached to declaration required Interesting feedback, including positive comments on value of bringing children in to where Mummy works, or an academic environment Concerns about feelin unwelcomed, disturbing others and lack of things to occupy children’s time and attention
- Looked at specific processes
- Useful for staff feedback (as well as setting up staff group), and feedback on Skillzone refurbishment Less useful for feedback on plans and general feedback – emphasis on Wifi, water, food and noise We also promoted a hashtag #dlrefurb but desultory results for general questions
- Interns and staff In depth understanding of how students actually use space and different patterns of use – - different kinds of studying Social and collaborative study Short visits and longer use Choice of space and relationship to others Use of devices and pCs etc The higher one ascends in the library the more concentrated and engaged the students are with their work
- Refurbishment work to date