Katie Routley – Deputy Director, Customer Service They said it couldn’t be done: Uniting the Library and Student Administration Michelle Gillespie – Director Student Administration and Library Services Katie Routley – Deputy Director, Customer Service
“How do you feel about the Library?” Source: Unsplash “How do you feel about the Library?” Andrew Smith Vice President Students Swinburne University of Technology
Source: Unsplash “The one thing that you absolutely have to know is the location of the library.” – Albert Einstein
Libraries aren’t just about books any more Source: Unsplash Libraries aren’t just about books any more
University libraries are digital Swinburne - Journal titles Swinburne - Book titles
Libraries are about people “ …libraries are one of the most solid and trustworthy brands in the world. Both public and academic libraries are viewed as open spaces for enlightenment, collaboration, knowledge and experiences. A place where everybody is welcome. ” – Christian Lauersen Source: Twitter
Source: Swinburne Images Opportunities
Library is the HEART of our campus Source: Uplash Library is the HEART of our campus
Drivers for change Key findings from customer experience project Creating a ‘Home’ for students Step change to deliver of our 2025 strategy Libraries already super popular One location for everything Emerging digital techologies Complimentary peaks and troughs Source: Uplash
6 Centres of Excellence Our Students Library Services Customer Service Enrolment Services Service Delivery Curriculum Implementation Scholarships, Graduations & Orientation
New combined customer service team Deputy Director, Customer Service Library Environment & Experience Library & studentHQ Enquiries, Current & Future Students
Outcomes & Benefits Additional 64 hours a week of studentHQ support Open 7 days a week Complementary peaks and troughs One location in the heart of campus Expanded knowledge and capability of skilled staff Optimisation has resulted in a 70% reduction in avg. wait times More staff at outer campuses Reduced phone abandonment of 62%, additional 8% of calls answered Improved application to enrolment conversion of 9%
The good, bad & ugly Source: Uplash
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