To ensure an excellent customer experience, information presented by the Library to its users and the public will be presented clearly and consistently, so that users can effectively access and benefit from available services.
Effective research and information skills are critical to our students’ academic success. The Library will further develop its Information Skills provision to ensure all UCL students are able to access high quality and timely training.
To provide services and support that underpin UCL’s teaching excellence, and in particular UCL’s strategic commitments to research-based education.
Research support services will provide sector-leading support for UCL researchers and actively promote and embed open practices.
Actions & outcomes
ID Actions Outcomes UE1 The Library's public website will be fully overhauled, incorporating a review of best sites, design input from a range of users, and a review of policies and procedures for future upkeep. UCL Library Services will have a public website which is responsive and informative, exceeding the standards set by other HEIs UE2
Support for wellbeing will be embedded in the library service model in 2 ways:
- ensuring that library staff are aware of available wellbeing support;
- UCL wellbeing support is clearly signposted through physical and online presence.
A visible presence for wellbeing support is available both online and within all Library-managed spaces. Library staff are aware of wellbeing support provision at UCL and able to signpost this to library users. UE3 A sustainable resource discovery portal for members of UCL’s partner NHS Trusts is launched. A one-stop web-based service (portal) is available to members of UCL’s partner NHS Trusts which allows them to see which e-resources they are able to access.
- Information skills
ID Actions Outcomes UE4 A core programme of key library skills training accessible to library users across all disciplines will be devised, delivered and evaluated. A programme of key library skills is advertised. UE5 Standardised quality assurance processes: benchmarking, recording of attendance and usages, and feedback mechanisms, including user feedback, evidence of impact of library skills teaching, peer review of teaching materials and plans, and peer observation of teaching, are established to inform the development of our teaching. Library teachers are supported in designing and delivering high quality teaching, both in person and online. UE6 Create a plan for the promotion of the Library’s skills training and support, addressing the needs of all potential user groups. The availability and benefits of library skills training and support are publicised primarily via an online presence and other appropriate channels to all library users and potential users.
- Teaching support
ID Actions Outcomes UE7 Devise measures for academic engagement, student engagement and the effectiveness for online reading lists for full-text delivery. A set of measures to demonstrate current and encourage further engagement with ReadingLists @UCL. UE8 Conduct a project in conjunction with Changemakers (student partners), UCL Arena that identifies good practice in the design of reading lists in different disciplines. Guidance on the best practise in reading list design at disciplinary level is available and promoted.
- Research support
ID Actions Outcomes UE9 To develop sector-leading guidance, support and processes to enable researchers to engage with and use “new metrics” consistent with UCL’s Open agenda and commitment to Open Science. UCL’s emerging Bibliometrics Policy will require new guidance and support to enable researchers to use new and responsible publication metrics. Looking further ahead the formation of a network of colleagues to support and advocate new approaches to research evaluation will be explored. UE10 Create a co-ordinated research support presence within the Library web pages, which includes online support for key skills, processes, and defined processes for ‘second-line’ support. A new presence for library-provided research support services. UE11 Introduce one or more research fellowships for research being carried out using UCL Special Collections’ materials. Funded fellowships are available to scholars wishing to base research on UCL Special Collections holdings. UE12 A range of measures to support and promote Text and Data Mining will be developed, these will include guidance and training, and technical measures to expose UCL Press content to TDM services Text and Data Mining support is embedded in the Library’s Research Support offer.
KPA 1: User experience
Leader: June Hedges
Head of Liaison and Support Services