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Library Experience (Service and Spaces) Meeting #2, 2025

Date: Thursday 8th May

Time: 9:30 am (Brisbane time)

Venue: Zoom

Agenda

1.0 Attendance and apologies

1.1 Attendance: Amy Croft CQU, Ben Conyers UNE, Simone Newman SCU, Ellen Carter CSU, Becky Heath UniSC, Rachael McGarvey JCU, Kylie McMartin CDU, Karen Desfontaines ACU, Jessie Adams CDU, Emma Buttergig, UNE, Ola Tawose CSU, Wendy Gorsuch CQU, Elizabeth Firman UniSC, Sophie Gow Griffith, Mark Collins JCU, Danielle Laing QUT, Brylee Tudge UQ, Dan Klaravel ACU.

1.2 Apologies: Skye Ravenscroft SCU, Daniel Mangano USC, Tanya Worthy Bond

1.3 Welcome new members: Ben, Wendy & Jessie.

2.0 Topics

RLO’s (reusable learning object) for service points - Rachael

There is a mixture of face to face and online classes.  Online classes are recorded and uploaded into learning modules.  “Book” a librarian for F2F consults is available for students and students can come to the desk.  This is a space that many are moving into to allow classes to be available to all students as Online is considered equitable and many students are now online only.

Do you have a library module and is the module compulsory?

CDU are working on a library module to implement into learning platforms, it won’t be compulsory, CDU have had success with engagement with library activities is ‘First Year student success program’.  Program people can apply pressure to lecturers who are reluctant to use library services by showing supporting evidence that the library programs support positive student outcomes.

Ben shared about a program at UNSW which was a compulsory embedded program that each student had to complete in the first 5-6 weeks of commencement; the course was very brief and only provided very limited IL training.

Library started a project that was similar to a core first year unit for each school, that could be embedded for students. In the first trimester generic workshops were reduced by about 20 and increased the number of embedded workshops by about 20 and reached at least 1000 more students. These classes could be aligned with assessments and help students to do better at assessments.

The challenge now is to create videos that students want to watch, keeping them under 2-5 minutes and create them in a way that makes them interesting to watch (not just recording a class or a slide presentation). Ola coined the term “Edutainment” and content also needs to be mobile that can be watched on a phone not just a laptop.

24/7 Spaces and access to collection after hours - Sophie

QUT students have access to both campus libraries (except Law library) 24/7 via swipe access. No library services are available on weekends but there is a staff presence during business hours in the libraries. We have security patrolling after hours. Items impacted the most by theft are multimedia items such as DVDs and game discs.

ACU students have access to the Collection a/h, we haven't had any issues. We are not staffed on weekends, students have access to the library 9am-5pm. We are not 24/7, a/h 5pm -10pm (m-f).

UniSC casuals (mostly undergrad students) to backfill library staff across four of our campuses. They can't help with higher tier questions, but they can help with using the library and finding self-help information, otherwise they refer the client to our Librarians via Chat or appointments.  Reciprocal borrowers can apply for swipe access to use the library after hours.

CQU don’t have 24/7 access but have extended hours unstaffed and no service over weekends, access to the collections openly accessible with hardly any issues.  The print collection is small and low value.

UNE Print collections are low usage and becoming irrelevant, and many missing books magically return at the end of semester.

SCU - different services at each of the libraries, Gold coast 24/7 access and students at GC and Lismore campus have to complete a respect module before their swipe card is activated. Security is onsite and do regular checks at the library, Coffs Harbour do not have after hours access.

CSU have 24/7 access with security cameras, virtual services are available for 3 hours on weekends.  There was an issue with hansy students in the study cubbies, but it has been addressed.

UQ 5 out of 8 libraries are 24/7 and security is paid from 6pm-6am for students wellbeing, all collections are RFID. UQ still has weekend services, but are currently reviewing services offered.

What about replacement cost and fine practices if collections are available after hours? - Elizabeth.

no fines at CQU and CSU only charge replacement fees if we actually need to replace the item

JCU are currently reviewing fines, at this stage we still fine, but many fines are waived when              items are returned.

UniSC have removed fines and blocks for general collection, fines are still current on the reserve collection. Replacement fees are only charged if the book is going to be replaced.

No fines at SCU, bills are issued for replacement costs.  Unpaid accounts create blocks

Reducing Service hours - Brylee

JCU have changed 8am-6pm, hours were reduced for a cost saving exercise, and giving swipe access gave students access to the building and reducing staffed hours was not an issue for students.

UniSc also reduced staffing hours during COVID, hours were changed to remove OT paid hours.  Staff are requesting reduced hours to 10am -2pm on weekdays but there has been some kickback with these hours on other campuses by not having physical staff in the buildings.

CQU hours have been reduced for a while and longer hours were not sustainable with staffing models.  SSAF funding was used to pay student casuals to work after hours, but the funding wasn’t continued and spaces were made accessible without staff.  Weekend hours have been reduced in many campuses.

ACU is staffed 9am-5pm (m-f). Student casual do majority of shifts on desk. Chat has been reduced from 24/7 to 9am - 9pm (Semester time only)

UniSC use student casuals (mostly undergrad students) to backfill library staff across four of our campuses. They can't help with higher tier questions, but they can support with using the library and finding self-help information, otherwise they refer the client to our Librarians via Chat or appointments.

QUT use statistics to reach the decision to cut weekend services for staffing weekends was not financially viable.

QUT are reviewing losing some libraries that are not well utilized after hours

3.0 Discussions via email

4.0 Institutional reports and Information sharing

Each member reports on updates from their institution

(Discussions and questions around Institutional reports are not minuted.)

https://docs.google.com/document/d/1E78BmvaSEafprCDa-M2P6CvSjiCZO5bnt3lq-6te4M0/edit

5.0 Other business

Next meeting: Thursday 7th August 9.30am (Brisbane time)

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Student Services / Library Collaboration 

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Student Services / Library Collaboration 

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How we manage communication challenges

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General discussion:

virtual, front facing, National, workloads, staff management

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Association of Neurodivergent and Disabled GLAMR Professionals Australia (ANDPA) invite speaker that was UL forum to do presentation.

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How has providing front line services changed? How have you adapted to the changes?

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Integrated tier 1 queries projects?

Technology and App innovations?

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How do we use client experience tools to create client-centred change in our services?

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How do we use client experience tools to create client-centred change in our services?