1. latrobe.edu.au CRICOS Provider 00115M Ask La Trobe - new service partnerships to improve student experience Fiona Salisbury Deputy Director Learning & Teaching, Library CAVAL Professional Development Interest Group Forum 15th July 2015

2. What is ASK La Trobe?

3. 3La Trobe University University vision for learning and teaching

4. 4La Trobe University Focus on learning and teaching partnerships ̶Partnerships that provide students with: o the opportunity within the curriculum to develop digital literacies; o support to develop digital literacies independently of curriculum activities; o easy and ready access to relevant resources and collections; o access to a range of Library learning spaces.

5. 5La Trobe University Library Learning & Teaching team – Co-curricular services Expertise in delivering face-to-face and online help services and generic digital literacy training to enhance the student experience and enable academic success

6. 6La Trobe University Co-curricular services – partnerships and collaboration –ASK La Trobe –Help zone service –Library Chat –FAQs –Orientation –School Groups –Training –ELearning development –Evaluation

7. 7La Trobe University What is ASK La Trobe? ASK La Trobe is Partnership

8. 8La Trobe University Student Services & Library - building blocks for successful partnership  Shared vision  Shared service Model  Governance  Cultural change  Team building  Shared service space  New language

9. 9La Trobe University ASK La Trobe governance and operations  Shared governance model  Shared service model  Phase 1 – integrated services in physical help zones  Phase 2 – integrated virtual services

10. ASK La Trobe – student experience

11. 11La Trobe University Lots of positives for students…  Friendly  Accessible  Fast  Everything in one place  Helpful  Easy  Awesome  Visible  Advice and guidance

12. 12La Trobe University..and some negatives  Confusing  Queues

13. ASK La Trobe staff experience

14. 14La Trobe University Cultural change and team building  Enablers ̶Positive staff ̶Staff commitment to putting students first ̶Staff commitment to new service model ̶Staff problem solving ̶Training and development

15. 15La Trobe University Cultural change and team building  Challenges ̶Pace of change ̶Training ̶Shared environment o work space o service space ̶Integrating teams ̶Changing to a new shared language

16. Success factors

17. 17La Trobe University People are the key to success  ASK La Trobe Review  Training  Evolving service model and evolving service space

18. 18La Trobe University Success factors  What will success look like for the integrated service in the future?

19. Thank you latrobe.edu.au CRICOS Provider 00115M