1. 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

2. “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

3. Source: Unsplash
“The one thing that you absolutely have to know is the location of the library.” – Albert Einstein

4. Libraries aren’t just about books any more
Source: Unsplash
Libraries aren’t just about books any more

5. University libraries are digital
Swinburne - Journal titles
Swinburne - Book titles

6. 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

7. Source: Swinburne Images
Opportunities

8. Library is the HEART of our campus
Source: Uplash
Library is the HEART of our campus

9. Drivers for change Key findings from customer experience project
Creating a ‘Home’ for students
Step change to deliver of our strategy
Libraries already super popular
One location for everything
Emerging digital techologies
Complimentary peaks and troughs
Source: Uplash

10. 6 Centres of Excellence Our Students Library Services Customer Service
Enrolment Services
Service Delivery
Curriculum Implementation
Scholarships, Graduations & Orientation

11. New combined customer service team
Deputy Director, Customer Service
Library Environment & Experience
Library & studentHQ
Enquiries, Current & Future Students

12. 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%

13. The good, bad & ugly
Source: Uplash

14. What next…

15. Always Available

16. Questions?