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Showing posts from November, 2015

It's a mystery

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Jackie Knowles explains the value of strangers in our midst.
In Spring 2015, the Library gathered some additional feedback about our Help Desk and staff customer service skills when we were subject to two mystery visits.

Mystery visiting is when a 'fake' customer is employed to visit your premises, use your range of services, and ask questions at your customer contact points, usually using a defined scenario. The mystery visitor then provides you with structured feedback and comment about their experience; it is equivalent to a mystery shopping experience in the retail sector. The best mystery visiting results come when the scenario is as close as possible to a genuine enquiry that your service regularly receives so that the mystery visitor can remain incognito and not be spotted by the staff being assessed.

Our mystery visits were arranged through a collaborative project organised by the White Rose Libraries Customer Services Group. Working with colleagues at the Universities…

The Academic Liaison Team would like to save you time…

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Ned Potter explains how Academic Liaison Librarians can help you to find the resources you need.

There was some interesting work done at the University of Huddersfield a couple of years ago, which showed that students who used the library the most got the best degrees. I'll leave it up to you to speculate whether this was because those types of students were always going to do well anyway, or because the library helped them improve their grades - but certainly with a lot of the work we do across Information Services we aim to help you get better marks.

In the Academic Liaison Team we serve a few roles. For the students, we want to help you up your grade, or just save you some time (both would be ideal, but let's not get ahead of ourselves). For the staff, we try and be a conduit for information between the department and Information Services, and to keep up an ongoing dialogue around making what we do as relevant as possible to everyone. It's not always easy to understand…