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Don't think students see themselves as customers

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Don't think students see themselves as customers

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Students use the term customer pragmatically. When they can get something out of it, they will use that language more loosely.

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Students use the term customer pragmatically. When they can get something out of it, they will use that language more loosely.

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Do students even care if we're CSE accredited?

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Do students even care if we're CSE accredited?

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Users don't understand the term "service" as we use it - is it relevant for them?

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RLUK no longer collecting standards so libraries free to design their own

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If we only ‘serve’ academics, they don’t see us as equal partners

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Omits the aspect of responsibility/partnership in HE setting

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“Users” better than customers or partners, but even this can have negative connotations

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Some students actively resent this label.

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Some students actively resent this label.

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Service better than support, which suggests a deficit model

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Service better than support, which suggests a deficit model

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No good term for this, I don’t like the term user or the term customer

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Too submissive

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Service implies there's more to us than just a building and some books

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Service implies there's more to us than just a building and some books

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They are paying for a service though

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Almost anything is better than patron

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TEF REF CSE
Is this term overused & underdefined?

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Stories and social proof are far more effective in persuading people than quant measures

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Stories and social proof are far more effective in persuading people than quant measures

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Strive towards it, but needs careful benchmarking

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Strive towards it, but needs careful benchmarking

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no one will be impressed by "we're striving for good enough"

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no one will be impressed by "we're striving for good enough"

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we sometimes get annoyed about being seen 'in service to' but frankly, we are in Professional *Services*

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Depends what you’re comparing it to

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Doing what you should do anyway is not excellence i.e. the Library bought x amount of books

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Doing what you should do anyway is not excellence i.e. the Library bought x amount of books

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The term Customers implies no active input

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Overused

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Students used to instant communications so expectations outside office hours

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Evidence
Collect as you go

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Challenges
Too many rushed projects - not polished to perfection

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I like the sconul work here about when we provide services, when we partner and when we lead

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I like the sconul work here about when we provide services, when we partner and when we lead

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MOments of brilliance

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What do academics see themselves as?

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Students think they are consumers

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not discuss g what we can stop doing before we start new things...

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Ie meet or exceed their expectations

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NSS respond and react to with service development and training.

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Value the contribution staff  make - demonstrate.
Recognition of efforts - Frontline have ‘frippery as a fun way to demonstrate appreciation.
Show and Tell/Academic Resources Forum to give opportunity to share projects.

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No good term for this, I don’t like User or Customer. Not sure about patron and reader sounds very old fashioned.

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Profiling helping to recognise customers as

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Profiling helping to recognise customers as

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Staff take responsibility for queries rather than routinely refer.

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We're not good at closing the loop and telling our customers what we've achieved for them

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We're not good at closing the loop and telling our customers what we've achieved for them

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implementing live chat widget and then tweaking how quickly it pops out according to user feedback, analysing transcripts and adding canned answers to common queries

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implementing live chat widget and then tweaking how quickly it pops out according to user feedback, analysing transcripts and adding canned answers to common queries

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User Experience work

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Student comments gathered in guerrilla interviews, about Resource Lists and Subject Guides

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Evidencing engagement e.g. teaching input

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Evidencing engagement e.g. teaching input

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CRM system to gather granular detail of engagement activities

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CRM system to gather granular detail of engagement activities

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Defining “customers” - knowing different user groups and what their needs are

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In-depth data about engagement with our RLs, e.g. lists completed late, impact on students, look at possible reasons why it’s happening.

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Analysing chat and responding to responses.

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Focus on student feedback to exclusion of academic staff needs