Some of you may recall that at the end of last year at the combined Library strategy meeting, we discussed the need to complete the feedback loop which had begun in 2011 with a series of workshops facilitated by Enzyme staff. The outcome of the workshops in which library staff participated were a set of issues that were agreed to be of greatest importance, which then had task and finish groups set up to explore opportunities and barriers. Five groups worked on a set of issues each and these were; Easy access to relevant collections, Embedded academic literacy, Selling ourselves and our services, Re-engineering the use of physical spaces, Delivering customer centred support and Supporting and enabling cultural change.

The outcomes from these task and finish groups has lead to work being successfully undertaken in a variety of areas including (but not limited to) the establishment of an academic skills catalogue, a marketing and publications working group, as well as informing the decision making process for shelf ready resources arriving in the Library not to mention highlighting and providing additional information on the organisational culture of the Library. The Enzyme process was used to help bed down the new structures of Library Support Services and Library Research & Information Services and the outcomes will continue to be incorporated into the strategic and operational planning of both teams.

Later in 2011 the Library attempted to set up sessions with students and academics to hear what they had to say about the services that the Library offers, how the Library could objectively measure its performance and its service development. However the timing for the process was inappropriate. The environment that we were all surviving in last year was very challenging. We promised that this feedback would be gathered early in 2012, and we are now starting the process to find an appropriate time period for this activity to take place. In order to do this we will be working with members of the Library Committee, UCSA, other student links as well as academics to find a suitable time for this exercise to take place.
As before, there will be a number of roles for library staff in this process. Library staff will be asked to work as observers during the workshops and Liaison staff will able to contribute their knowledge of academics who can help provide that constructive feedback that we are aiming for and of course once the feedback has been received we will be using a mechanism to work on the issues which are identified as having the greatest importance.

Why do we want to do it?We need to hear what our stakeholders have to say about the services we offer and those services we don’t offer.
We want to deliver better or perhaps different services.
As a provider of services, we need to periodically review what we are doing and make sure that the services that we are delivering are what the environment we are working in requires.

Why are we using an external consultant?Enzyme uses a process that works well for gathering information and distilling it into feedback that can then be successfully worked upon. The process is non-threatening and the majority of people who were exposed to Enzymes technique last year felt comfortable and able to give full and frank responses.
Using an outside consultant ensures that an objective view is maintained over the information gathered and how it can be applied to the existing environment. A non-judgemental approach removes the “blame and shame” aspect of obtaining feedback.

Why undertake this process now?We need to close the feedback loop and work on implementing the services changes that are identified. If we wait too long, the responses that were received in 2011 will lose their relevance.

I will be in touch again as we work through the process of setting up this feedback opportunity and will keep you informed of progress. I look forward to working with many of you as this important information gathering exercise progresses.

Heather Jenks
Associate University Librarian