university of roehampton, library and learning services departmental plan 2011-12

Mission

VisionStakeholders

Key Them

esUnderpinning

Themes

Values

Helping you discover…

Library & Learning ServicesDepartmental Plan 2011 – 2012

Mission and VisionLibrary and Learning Services, helping you discover…

Stakeholders For our stakeholders we aim to ■ Anticipate and enable people’s needs ■ Create a customer friendly experience ■ Provide a building and environment where you can find

inspiration for learning and growing

Key Themes ■ Developing the services and facilities we provide ■ Providing access to and supporting use of resources ■ Extending the range and scope of training and support ■ Supporting LLS and University activities

Underpinning Themes ■ Ensuring and improving quality and value ■ Valuing and developing teams and individuals

Values Innovation, creativity, collaboration, independence, professionalism, support, ownership, customer focus, taking responsibility, reflection, respect

Mis

sion

Visi

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University Strategic Priorities2011 – 2014

Overarching Aim:To maintain the financial stability and sustainability of the University

Key priorities:

1. Positioning the University in the market2. Driving up non-regulated income and reducing the overall cost

base3. Delivering high quality student learning and enhancing student

employability4. Improving the student and staff experience

LLS – Our MissionLibrary and Learning Services, helping you discover...

Our Vision

■ Helping you discover creative opportunities for learning ■ Helping you discover and develop your potential ■ Helping you discover collaborative knowledge sharing and ideas ■ Helping you discover the benefits of physical and virtual

resources and information

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Stakeholders


Stakeholders

Our stakeholders include members of our team, other staff in LLS, other University staff, students and partners. For our stakeholders we aim to …

Anticipate and enable people’s needsIn an ever changing environment we aim to anticipate and respond to needs and develop the service we provide - whether it be increasing electronic resources or opening longer hours. We engage in national committees and conferences, pilot projects with suppliers and take up networking opportunities across the sector and within the University. We involve our stakeholders in giving and receiving feedback in a range of ways, which keeps us focussed on their needs.

Create a customer friendly experience Taking a customer focussed and friendly approach, we have a very capable and resourceful team who are committed to supporting our users. We frequently receive feedback praising our customer service but we know we may not always get things right. We positively encourage people to talk to us about what we do and how we can continue to exceed customer expectations.

Provide a building and environment where you can find inspiration for learning and growing The Library provides social space that encourages collaboration, discussion and group work. We also respect the time to think and study alone by providing quiet spaces for individual study. Study spaces in the Library are enriched with access to a wide range of physical and online resources. Increasingly the Library provides access to a number of workshops and events from around the University. It’s an environment that provides choice, allowing users to be creative in their thinking and learning.

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Key

Them

es


Developing the services and facilities we provide

Anticipate needs, identify and develop new services and facilities

This means we will:

■ Identify services and facilities offered elsewhere that may benefit our users

■ Take advantage of opportunities to be innovative and creative in developing new services and facilities

■ Listen to what our users say about the services and facilities they would like to have

Continuously seek to improve existing services and facilities

This means we will:

■ Take ownership for the services and facilities we offer ■ Identify where there are opportunities to improve services and

facilities ■ Plan for and deliver on improvements to our services and

facilities

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Key Them

es


Promote the services and facilities we offer

This means we will:

■ Use a variety of creative approaches to promote our services and facilities to all our stakeholders

■ Provide timely and informative communications about changes to our services and facilities

■ Plan for effective communication when introducing new services and facilities

■ Seek feedback on the approaches we use to ensure they are effective

In 2011 – 2012 we will

■ Pilot 24 hour opening at Christmas and Easter ■ Pilot Refworks referencing management tool ■ Pilot and extend use of classroom technologies ■ Further develop Virtual Librarian Online Enquiry Service ■ Implement new features in Resource Lists ■ Extend the use of moodle ■ Redevelop the Library website ■ Use a range of new approaches to promote our services

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Key

Them

es


Providing access to & supporting use of resources

Anticipate needs, identify and influence the purchase of resources

This means we will:

■ Identify and share information about new resources ■ Provide guidance and share practise in the selection of

resources ■ Listen to what our users say about the resources they would

like to have

Promote the resources we provide through a variety of means

This means we will:

■ Use a variety of creative approaches to promote the resources we provide to all our stakeholders

■ Plan for effective communication when introducing new resources

■ Identify under-used resources and promote them to those who would find them of value


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Key Them

es


Ensure access to resources is as easy as possible

This means we will:

■ Provide clear guidance on how resources can be accessed ■ Look for opportunities to improve resource discovery and

access

Support key stakeholders to use resources effectively

This means we will:

■ Develop materials and share information that supports users in using resources

■ Include effective resource use in our training programmes ■ Provide support for using resources in the Library, by phone

and online

In 2011 – 2012 we will

■ Introduce patron driven acquisitions ■ Establish use of Resource Lists for purchasing Library

resources ■ Use reporting tools to investigate resource usage ■ Promote significant new resources and under-used

resources ■ Provide new guidance for accessing and using resources ■ Explore opportunities for better resource discovery and

easier access ■ Update the How to study guide and create a

referencing guide ■ Provide new skills sessions related to resources

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Key

Them

es


Extending the range & scope of training & support

Review and update existing training and support, taking account of feedback we receive

This means we will:

■ Evaluate training sessions to ensure they meet the needs of our stakeholders

■ Provide support that is timely, accessible and appropriate ■ Make changes to the training and support we provide based

on what we learn ■ Ensure that individuals and teams work together to provide

effective support

Identify new opportunities for training and support, in different contexts and for different groups

This means we will:

■ Provide a range of training opportunities for the resources and services we offer

■ Tailor training and support to meet the needs of different groups

■ Take advantage of technologies to extend the range of training and support

■ Plan for training and support needs when introducing new resources and services

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Key Them

es


In 2011 – 2012 we will

■ Extend training provision for staff and students, including researchers

■ Use feedback, enquiry statistics and other data to identify training / support needs

■ Provide information about the training and support we offer through a variety of means including the new LLS website

■ Explore new approaches to training and support including online methods

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Promote the training and support we offer

This means we will:

■ Promote the training and support we offer in the Library, through print materials and online


Key

Them

es


Work within and across LLS teams to achieve our objectives

This means we will:

■ Ensure individuals and teams understand how they contribute to departmental objectives

■ Work with and support one another to achieve objectives ■ Identify and share information about the part we play in

achieving objectives

Work with other teams and Departments to achieve University objectives

This means we will:

■ Ensure individuals and teams understand how they contribute to University objectives

■ Work with and support others to achieve objectives ■ Identify and share information about the part we play in

achieving objectives

Supporting LLS & University Activities

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Key Them

es


Be advocates for the Department and the University

This means we will:

■ Share information between individuals and teams in the department

■ Ensure individuals and teams are updated on departmental and University changes

■ Represent the department and the University, sharing information and feeding back

Make things seamless for students across the University services

This means we will:

■ Ensure we are well informed about other services ■ Keep others up to date about changes to our services ■ Avoid passing problems to others where we are able to help

In 2011 – 2012 we wil

■ Take new approaches to sharing information about LLS and University activities

■ Work with others in relation to projects, organisational changes and in preparation for REF and the QAA institutional review

■ Co-ordinate and support activities related to new learning, teaching and curriculum developments including distance and blended learning

■ Work with others to streamline processes e.g. membership and card production, moodle administration

■ Work with others to make the support we offer seamless

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Unde

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ning

Th

emes


Ensuring and improving quality and value

Review processes in order to improve the experiences of our stakeholders

This means we will:

■ Maintain records of key processes we undertake ■ Identify and prioritise processes for review ■ Make changes to processes that improve the experiences of

our stakeholders or give clear explanations for other changes

Seek feedback from our stakeholders in all we do

This means we will:

■ Use a variety of approaches to gather feedback from all our stakeholders

■ Review the approaches we use to ensure they provide opportunities for all our stakeholders to share their views

Respond to feedback, act on it and share results with others

This means we will:

■ Analyse and share summaries of the feedback we receive ■ Use the feedback we receive to inform our plans ■ Share information about the changes we make as a result of

feedback received

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Underpinning Them

es


Benchmark our activities against others and against agreed standards

This means we will:

■ Set meaningful standards against which to measure ourselves ■ Regularly monitor our performance against these standards and

share the results with our stakeholders ■ Regularly benchmark against others in relation to our current

activities and to identify opportunities for new developments

Identify efficiencies and value for money in relation to our activities

This means we will:

■ Monitor the resources, facilities and services we offer to identify that they provide value for money

■ Identify opportunities to make efficiency savings ■ Report on and take steps to create efficiencies and value for

money in relation to our activities

In 2011 – 2012 we will

■ Review and streamline our processes, e.g. Digitisation requests and Inter-Library Loans

■ Set service standards for resource procurement and related processes

■ Summarise all key processes across the department ■ Review how we gather feedback and use data to inform

our activities and share this with others ■ Provide information to inform and improve consistency

of benchmark visits ■ Take a proactive approach to identifying efficiencies and

ensuring value for money

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Unde

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ning

Th

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Valuing & Developing Teams & Individuals

Provide opportunities for individuals and teams to contribute to decision making

This means we will:

■ Identify opportunities for individuals and teams to contribute to decision making

■ Provide a variety of ways for individuals and teams to share their views

■ Have an expectation that individuals and teams will share responsibility for decision making

Provide opportunities for individual/team development

This means we will:

■ Identify training and development needs for individuals and teams

■ Provide opportunities for individuals and teams to undertake development activities

■ Monitor training and development undertaken by individuals and teams, identifying benefits and outcomes of these activities

Support one another and recognise contributions that relate to our vision and values

This means we will:

■ Work together and support one another to undertake activities that support our vision

■ Have an expectation that individuals and teams will demonstrate the values we hold

■ Acknowledge where individuals and teams have exceeded expectations in relation to our vision and values

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Underpinning Them

es


In 2011 – 2012 we wil

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■ Review membership and terms of reference of departmental working groups

■ Increase cross-team drop-ins and briefings in meetings ■ Provide opportunities for decision making through leading

projects and other LLS activities ■ Streamline processes around training and development

requests and monitoring ■ Review how we acknowledge individual and team

achievement in relation to our vision and values ■ Promote a culture of shared objectives and responsibilities

Valu

es


Values

Library and Learning Services have a set of beliefs and behaviours that are key to the work we do and the services we provide, these include:

Innovation, creativity, collaboration, independence, professionalism, support, ownership, customer focus, taking responsibility, reflection and respect

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With the departmental plan explained, the following pages show details of your team’s targets and your individual targets. These all fit together in helping to achieve the University strategy.

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Team Targets For


Providing access to and supporting use of resources

Extending the range and scope of training and support

Supporting LLS and University activities


Valuing and developing teams and individuals

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Individual Targets For







university of roehampton, library and learning services departmental plan 2011-12

Documents

university staff

customer service

customer friendly experience

customer focus

customer expectations

high quality student

virtual resources

online resources