Great expectations: howlibraries are changing tomeet student needsSarah Thompson & Liz WallerUniversity of YorkApril 2013
University of York• Founded 1963• UK top 20; RAE 8th;World top 100; nowRussell Group; WUN• 15,265 students• >30 department...
Background - York• New student fees - £9k pa from 2012/13• National Student Survey (NSS)• Key Information Sets (KIS)• Inst...
= The student experience is veryimportant"The £9k a year that students are paying fortheir course should be all inclusive ...
Have student attitudes changed?Students from all years are flocking to the libraryin record numbers according to statistic...
Have Student attitudes changed?Disgruntled third year Politics student“I’m always noticing freshers wandering aroundlookin...
The questionnaire1. Please give the name of your institution (We will not name anyinstitutions in our presentation without...
The questionnaire6. Have you introduced any service improvements in 2012/13 whichare specifically directed towards improvi...
The Results• 23 institutions responded (questionnaire sent tovarious lists and groups)• Wide range, across all the main mi...
The Results: New resources• Q2 - Specific resources purchased forStudent Experience• Q3 - Extent of fees increase being af...
New resources: typical responses• Reading list materials• Reading list budget increased and ring-fenced• Drive to get more...
New resources: typical responses• Introduced a Fast-track student request systemfor ordering a book or additional copies (...
New Resources: further comments"We had lowernumbers of e-booksthan our benchmarkgroup""We had plannedmany of theseinitiati...
The Results: new strategies• Q4- New strategies to deliver content • Q5- Extent of fees increase being afactor024681012141...
New strategies for content delivery• 16 libraries are deploying new strategies todeliver content to students - almost allm...
Content strategies: further comments“We recently undertook apilot of PDA of e-books & arereviewing outcomes with theintent...
The Results: Service improvements• Q6 - Introduction of ServiceImprovements• Q7 - Extent of fees increase being afactor051...
Service improvements: responses• Longer opening hours• Refurbishment projects• Improved wireless• Free/reduced printing• C...
Service improvements: comments"We continue to ask for additional resources as we havealways has done, but with the emphasi...
The Results: Additional funding• Q8 - Has your Library received any additional funding?0123456789£0 £1 - £49,999 £50,000- ...
Case studiesUniversities of Durham, Newcastle and YorkWhat they didWhy they did itImpact it had
Durham – What?• 24/7 – exam term• More books – student led• More PCs• More study spaces (Library extension)
Durham – Why?
Durham – Impact?• Use of PDA is strong - usage stats analysed• Use of existing statistical sources forbenchmarking (ISB, S...
Newcastle – What?• 24/7 opening– 2011/12 revision and examperiods– 2012/13 all term time weeks• Space developmentprogramme...
Newcastle - Why?• 24/7– Explicit student demand– Competition• Space development– Increasing student use ofthe Library– Dem...
Newcastle - Impact• Excellent studentfeedback– NSS score 85% to 90%(2011-2012)– International StudentBarometer rating 2012...
York - What?• Refurbished buildings and 24/7• Improved comms and marketing• Increased digitisation of chapters andarticles...
York - Why?• 24/7 on the student agenda andtaken into consideration duringrefurbishment• Using existing understanding ofis...
Flexible loans: Changes• No fines unless an itemis requested and notreturned• 4-week rolling loanperiod throughout theyear...
York - Impact• Improved NSS (74% to 82%) andLibQual+ (7% increase overall)scores• MoreBooks please!– Student-led: extra co...
And yet to come: the York student manifesto• Increase awareness of study spaces across campus other than in the Library an...
Next steps....• Cluster into small groups• Post-it notes– Comments– Questions• Website– https://sites.google.com/a/york.ac...
Some thoughts• We do this stuff anyway – but perhaps this has given usleverage?• Are students more demanding?• Has student...
• "The York Student Experience: shaping the future"report http://www.yusu.org/your-union/you-run-us/research• s.thompson@y...
Uksg 2013 sarah thompson_liz waller
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  • A lot of experimentation with PDA going on, and analysis of statistics. Can be hard to know what they mean in isolation, so would be good to see each others data and do some work on comparators. Not clear that there is one preferred platform and trigger model yet, and that is certainly why we’re have been experimenting with PDA on different platforms at York.
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  • New librarian 3 and a half years agoThese were the key areas identified for developmentSo not just in response to the new fees regime – already in planning or deliveryMore books – student led purchase (137k books purchased in 10 years on academic staff recommendation had never been borrowed). Strong emphasis on PDA but also “More books” campaingHow much do we really know about the use of our collections – Collection profiles here at York – COPAC collections management project – analysis tool – for more information http://copac.ac.uk/innovations/collections-management/More PCs includes laptop and notebook loan
  • Tasked with improving NSS scores when librarian arrived
  • Sum allocated to each department which they could input to
  • Responding to actual need
  • FinesNo fines unless and item has been requestedFines on requested items £2 per dayBlock on accounts with overdue requested items after a 24 hour grace period4-week rolling loan periodRuns across the vacationItems subject to recall over the vacationAll standard package customers moved to part-time category over the vacationUnlimited “renewals” on all items if not requestedSituational borrower categoriesStandard package – full time staff and studentsPart-time package – part time staff and students plus students on non-standard coursesPostal loans service – DL and placement studentsExternals – York graduates, SCONUL etcDynamic loan periodsMinimum loan period if the item has been requestedNumber of days the person with the item has to return it if the item is requestedNumber of days we hold the requested item in the Library for collection
  • LibQual+ 15% increase on Library as placeThroughout February we asked what books students wanted the Library to buy as part of the MoreBooks scheme. Bib Services received a total of 649 requests and ordered nearly £26,000 worth of extra copies and new titles (incl. 113 e-books). As the MoreBooks scheme was so successful, we are running it again in weeks 1-4 of next term. Publicity to students will go out shortly.We are also improving access to items that are in high demand. When there are three or more requests on a book we’ll purchase extra copies or an e-book where possible. Bib Services have placed FT orders to the value of £25,421 since October (incl. 119 e-books). Occasionally users may be refused access to an e-book because too many people are viewing it at the same time; this limit is decided by the publisher/supplier not the Library. We monitor this and when a turnaway happens more than once, we buy the e-book again from another source. Since the start of term we’ve improved access to 52 e-books in this way.The Electronic Texts team continue to digitise essential book chapters and journal articles, making them available through reading lists in EARL. This gives instant access to the texts both on and off campus.Since October the team have provided 2,821 articles and chapters in this way - 1,112 more than at the same time last year.
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  • "We continuously make improvements to the student experience, funding permitting, but senior management have been driving improvements across the University this year. This partly reflects the £9K fees regime, but I wonder if the same level of activity in this area would have happened if it had not been for our NSS results, given the conflicting pressure to reduce recurrent costs across the University."
  • Uksg 2013 sarah thompson_liz waller

    1. 1. Great expectations: howlibraries are changing tomeet student needsSarah Thompson & Liz WallerUniversity of YorkApril 2013
    2. 2. University of York• Founded 1963• UK top 20; RAE 8th;World top 100; nowRussell Group; WUN• 15,265 students• >30 departments inhumanities, socialsciences, science• Campus growth• Heslington East• Collegiate andinclusive
    3. 3. Background - York• New student fees - £9k pa from 2012/13• National Student Survey (NSS)• Key Information Sets (KIS)• Institutional surveys– Student Experience Survey (Students Union)– PRes (University)– PTes (University)– Module surveys• And Library surveys (LibQual+)• And you?
    4. 4. = The student experience is veryimportant"The £9k a year that students are paying fortheir course should be all inclusive and includeeverything that is necessary to fulfil the course""The York Student Experience: shaping the future" reportStudent as Customer Student as Partner
    5. 5. Have student attitudes changed?Students from all years are flocking to the libraryin record numbers according to statisticsreleased by the University Library Services.University Registrar, David Duncan, conjecturedit was “perhaps an indication that new studentson the higher fees regime are taking their studieseven more seriously than previous generations,or possibly a reaction to adverse economicconditions and the increasingly competitive jobsmarket for graduates.”
    6. 6. Have Student attitudes changed?Disgruntled third year Politics student“I’m always noticing freshers wandering aroundlooking lost in the library, ‘cramming’ the readingfor their first seminar and saving spaces whilstthey have two hour long lunch whilst I’ve gotassessed work due in soon and can’t find a quietseat!“You’re freshers – act like it! The new studentsneed to know their fresher priorities. I didn’t evenknow the library had a second floor until summerterm of first year.With thanks to YorkVisionhttp://www.yorkvision.co.uk/news/youre-freshers-act-like-it/
    7. 7. The questionnaire1. Please give the name of your institution (We will not name anyinstitutions in our presentation without express permission)2. Has your library or university purchased any information resourcesin 2012/13 which are specifically directed towards improving theundergraduate student experience?3. If Yes, to what extent was the new fees regime a driver for thesepurchases?4. Are you deploying new strategies to deliver content to students?Examples might include: PDA of e-books; print PDA; e-textbookplatforms like VitalSource or CourseSmart; giving students their owndevice/books5. If Yes, to what extent was the new fees regime a driver for thesenew strategies?
    8. 8. The questionnaire6. Have you introduced any service improvements in 2012/13 whichare specifically directed towards improving the student experience?Examples might include: free printing; abolishing fines; longer openinghours; improved facilities7. If Yes, to what extent was the new fees regime a driver for theseimprovements?8. Has your library received any additional funding from yourUniversity in 2012/13 in order to improve the student experience?9. Do you have any other comments about the response of yourlibrary, or other libraries, to the changes in student needs andexpectations?10. Please give your name and email address (we might contact you tofind out more about some of the initiatives you have mentioned)
    9. 9. The Results• 23 institutions responded (questionnaire sent tovarious lists and groups)• Wide range, across all the main mission groups• 17 have purchased information resources• 16 are employing new strategies to delivercontent• 22 have introduced service improvements• 15 libraries have received some additional fundsfrom their university
    10. 10. The Results: New resources• Q2 - Specific resources purchased forStudent Experience• Q3 - Extent of fees increase being afactor024681012141618Yes NoMain Driver6%Part of thereason59%Coincidental35%Main DriverPart of the reasonCoincidental
    11. 11. New resources: typical responses• Reading list materials• Reading list budget increased and ring-fenced• Drive to get more reading lists from academics -senior University management support• Reading list processes re-engineered to get morebooks on shelf for start of term• More being digitised under the CLA licence• Reading list software purchased• Print textbooks given to students
    12. 12. New resources: typical responses• Introduced a Fast-track student request systemfor ordering a book or additional copies (MoreBooks, Books on Time)• More e-books (PDA, evidence-basedselection, packages)• Targeted purchases to support specific subjectareas• Additional licences to permit franchise andinternational collaborative provision access
    13. 13. New Resources: further comments"We had lowernumbers of e-booksthan our benchmarkgroup""We had plannedmany of theseinitiatives anyway"“The main driver for theUniversity was NSS and feesweren’t mentioned (by me orthe higher powers)”
    14. 14. The Results: new strategies• Q4- New strategies to deliver content • Q5- Extent of fees increase being afactor024681012141618Yes No Plans next yearMain driver19%Part Reason50%Coincidental31%Main driverPart ReasonCoincidental
    15. 15. New strategies for content delivery• 16 libraries are deploying new strategies todeliver content to students - almost allmentioned PDA• 2 institutions have bought print textbooks for1st year students and may use e-textbookplatforms from next year• 3 institutions mentioned pre-loaded devices• 4 institutions have implemented a resourcediscovery tool this year
    16. 16. Content strategies: further comments“We recently undertook apilot of PDA of e-books & arereviewing outcomes with theintention of implementing along term approach""The new fees regime is the driverfor academic departments to givedevices/books. The librarydevelopments are continuousservice improvements""The Englishdepartment, independently of thelibrary, providedstudents with Kindles”"Weve beenmoving to e-bookswherever possiblefor some timenow"
    17. 17. The Results: Service improvements• Q6 - Introduction of ServiceImprovements• Q7 - Extent of fees increase being afactor0510152025Yes No14%59%27%Main DriverPart of the reasonCoincidental
    18. 18. Service improvements: responses• Longer opening hours• Refurbishment projects• Improved wireless• Free/reduced printing• Considering abolishing fines• Improved IT support in library buildings• Working towards Customer Service Excellenceaccreditation• Improved student-library liaison
    19. 19. Service improvements: comments"We continue to ask for additional resources as we havealways has done, but with the emphasis across theUniversity on the student experience, it is conceivable thatsuch requests are now more favourably received. Serviceimprovements made are usually at the request of studentsso securing extra funding for these (e.g. extended openinghours) ties in with the student experience agenda.""Thesechanges wereoverdue""NSS is the other maindriver (apart from ourunderlying philosophyof continuousimprovement)”
    20. 20. The Results: Additional funding• Q8 - Has your Library received any additional funding?0123456789£0 £1 - £49,999 £50,000- £99,999 £100,000 - £499,999 £500,000+# of responses
    21. 21. Case studiesUniversities of Durham, Newcastle and YorkWhat they didWhy they did itImpact it had
    22. 22. Durham – What?• 24/7 – exam term• More books – student led• More PCs• More study spaces (Library extension)
    23. 23. Durham – Why?
    24. 24. Durham – Impact?• Use of PDA is strong - usage stats analysed• Use of existing statistical sources forbenchmarking (ISB, SCONUL Stats)• Using entry statistics• Planning to develop other measures focussedon particular services and provision
    25. 25. Newcastle – What?• 24/7 opening– 2011/12 revision and examperiods– 2012/13 all term time weeks• Space developmentprogramme (main libraryand medical library)– Removal of stock to offsitestorage– Added 300 extra study spaces(including increase in silentstudy)• Introduction of Primo(branded as Library Search)
    26. 26. Newcastle - Why?• 24/7– Explicit student demand– Competition• Space development– Increasing student use ofthe Library– Demand for more silentstudy– Fit with strategic shift to"e"– Space design driven bystudents
    27. 27. Newcastle - Impact• Excellent studentfeedback– NSS score 85% to 90%(2011-2012)– International StudentBarometer rating 2012• Physical Library 94%• Online Library 92%
    28. 28. York - What?• Refurbished buildings and 24/7• Improved comms and marketing• Increased digitisation of chapters andarticles• Subject specific resources• Fast track purchase of heavilyrequested materials• “More books” initiative• Service developments– Flexible loans– Room booking systems– LibGuides– Web developments– LibAnswers
    29. 29. York - Why?• 24/7 on the student agenda andtaken into consideration duringrefurbishment• Using existing understanding ofissues for customers to drive changes• Need to understand more about thecustomer experience and to becomequicker in our response to issues• Put the money in the hands of thecustomer• Not basing expenditure onassumptions about customer needs• Develop the Library, its collectionsand services rather than “give away”the investment
    30. 30. Flexible loans: Changes• No fines unless an itemis requested and notreturned• 4-week rolling loanperiod throughout theyear• Situational borrowercategories• Dynamic loan periods
    31. 31. York - Impact• Improved NSS (74% to 82%) andLibQual+ (7% increase overall)scores• MoreBooks please!– Student-led: extra copies boughton demand• Fast Track orders– Library staff monitor numbers ofrequests on items and buy extracopies in response• E-book turnaways– Additional e-book copiespurchased• Electronic Texts Service– More chapters and articlesdigitised
    32. 32. And yet to come: the York student manifesto• Increase awareness of study spaces across campus other than in the Library andHarry Fairhurst• Maximise the use of study space in the Library and investigate the room bookingsystem• Ensure sufficient study space at Heslington East• Research the possibility of a monitoring system for remotely checking theavailability of study spaces across campus• More books should be available online as e-books including all key texts forcourses• There should be free inter-library lending for books that are essential for thecourse• All mandatory course costs should be subsidised includingclothing, software, course booklets etc• Students should be provided with sufficient print credits and all printing should be"not for profit"• Essential travel for courses should be free e.g. travel between HeslingtonEast, Heslington West, and Kings Manor as well as travel to and from placements
    33. 33. Next steps....• Cluster into small groups• Post-it notes– Comments– Questions• Website– https://sites.google.com/a/york.ac.uk/uksg/• Comments and questions will be uploaded• Planning to continue looking at this area –look at the website
    34. 34. Some thoughts• We do this stuff anyway – but perhaps this has given usleverage?• Are students more demanding?• Has student behaviour changed?• Do we understand the impact of the things we are trying?• Are we “giving the money back” or are we “investing in thefuture”?• Students as “partners” rather than “customers” or“consumers”?• More with less? “conflicting pressure to reduce recurrentcosts across the University”
    35. 35. • "The York Student Experience: shaping the future"report http://www.yusu.org/your-union/you-run-us/research• s.thompson@york.ac.uk• liz.waller@york.ac.uk• UKSG “Great expectations” websitehttps://sites.google.com/a/york.ac.uk/uksg/

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