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Library Services

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User experience

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As a world-class library, we are dedicated to ensuring that each interaction with our services meets the high expectations of our users.

We will continually develop services and collections in an innovative and user-focussed way to meet the needs of our community of users, whether they are visiting one of our libraries or accessing our services remotely.

UCL Library Services will harness the potential of new technologies and opportunities to enhance collections and support services, to underpin UCL's goal to deliver a truly exceptional user experience, and to support research, teaching, outreach and the work of our healthcare partners.

Digital Library

Goal

  • Strengthen the digital library, introducing new, agile models of acquisition and improving support for multiple devices.

Actions

  • Conduct and evaluate trials of Evidence-based and Demand-driven acquisition models.
  • Devise processes for sharing documentation of and experience in evaluating, testing, training in and troubleshooting digital resources across a range of different devices.
Services

Goal

  • Ensure that opening hours and self-service capacity meet user demand across all Library sites, and extend the coverage of the online reading lists service.

Actions

  • Complete the roll out of RFID self-service to all Library sites
  • Increase the take-up of ReadingLists @ UCL among academic departments.
  • Further extend physical opening hours in line with user demand.
Partnership with students and other users

Goal

  • Deliver public services with consistent excellence and, increasingly, at the point and time of need; raise the satisfaction of BME users with the Library, so that it equals or exceeds overall user satisfaction.

Actions

  • Extend cross-training work with ISD, building on 14/15 Cruciform Hub pilot, so that all 'user-facing' LS staff across all library sites have basic competencies in answering IT enquiries.
  • Extend the regular presence of Library staff into 'non-desk' Library spaces (e.g. the Learning Laboratory) and spaces outside the Library (e.g. the Cloisters).
  • Draw up a Student Services Charter for UCL Library Services.
  • Seek the external Customer Service Excellence (CSE) accreditation.
  • Identify concerns specific to black and minority ethnic (BME) users and create an action plan, collaborating with UCL Equality and Diversity Team.
Information literacy

Goal

  • Align the Library Services information literacy programmes with UCL's strategic commitment to research-based pedagogy, and modernise delivery of key information and skills.

Actions

  • With UCL CALT and UCL ELE, review the Library Services information literacy programme, service-wide, to ensure support for the 'Connected Curriculum' and the UCL Education Strategy.
  • Produce induction materials in a range of formats, both for new and returning library users and for A-level students.
  • Joint work with ISD: regular liaison on learning technologies, and regular 'showcase' events, aimed at jointly promoting Library and ISD services to students and new academic staff.