CityLibrary gains Customer Service Excellence Standard

City’s Library Services Team has been awarded the Customer Service Excellence (CSE) Standard.  The standard assesses a huge number of elements and criteria, including feedback from library users, to determine the highest quality service.

This is something we could not have achieved if it was not for the help of our wonderful customers, both students and staff, who assisted in talking with the CSE assessors and who help us run a successful service in different ways.

Social Media

Our assessors picked up on several factors relating to our relationship with our students. Our social media game was praised as being beyond the standard and, without your interaction with our tweets and posts on CityLibrary News, Instagram, Twitter and Facebook, these efforts would be wasted – so thank you so much for interacting with us online as well as in person.

Continous Improvement

We were also commended on our commitment to continuous improvement where, really, it is you who drive this, you who make us a success. Without your engagement with our Feedback pop-ups, for example, we would not know how we do better – because it is what You Say that We Do. We are currently looking at the feedback we received last month but you can let us know at any time what we are doing well and what are not doing well at our Help Desks where you can talk to our staff or fill out a form.

So thank you for making us a Customer Service Excellence success!

Library Loves Feedback: 18th to 24th November 2019

Once again Library Staff will be popping-up across City to find out what you think about Library Services. We want to know what you love and why you love it: plus, your ideas for how we can improve things too.

Your feedback makes a difference: we use it to help plan and make changes for the benefit of everyone who uses the Library’s services, resources and spaces.

We’ll have our usual in-person pop-up stalls, plus our popular feedback walls so that you can post your comments anonymously, read other people’s thoughts and see responses from Library Staff. If you don’t make it in, you can submit your feedback online: https://city-uk.libwizard.com/f/feedback-2019.

Poster advertising Library Loves Feedback
Library Loves Feedback

As a massive “thank you” for giving us your feedback, we’ll have some fabulous freebies and prizes to giveaway too!

Here are details of our pop-up locations for this year:

Northampton Square:

Monday 18th Nov Myddleton Street Building Reception Area 12:15-12:45
Tuesday 19th Nov University Building Pavilion 13:15-13:45
Wednesday 20th Nov University Building Stalls – Level 1 Walkway 12:15-12:45
Thursday 21st Nov College Building Entrance Area 13:15-13:45
Friday 22nd Nov University Building Stalls – Level 1 Walkway 13:15-13:45

City Law School, Gray’s Inn Place:

Tuesday 19th Nov Common Room, Atkin Building, Gray’s Inn Place 11:45-12:15

Cass Business School, Bunhill Row:

Thursday 21st Nov Bunhill Row, 1st floor, outside Cass Learning Resource Centre 15:15-15:45

Finally, there are loads of other ways to contact us too throughout the year including via email, Online Chat, and Social Media: tell us what you think!

Subscribe and use CityLibrary News

To keep up to date with what’s happening across Library Services why not subscribe to CityLibrary News?

Screenshot of a news story on CityLibrary News
CityLibrary News

We regularly post stories on topics such as brand new online resources, the latest textbooks purchased, campaigns like Take a Break and service updates, e.g. on our opening hours or bookable study spaces during the exam period.

Plus we’re always interested to know what you think, so you can send us your comments and questions on any of the news items we publish, or suggestions on any topics you want to read more about.

Happy reading!

 

Library Loves… Feedback: 19th – 23rd November 2018

Library Staff will be popping-up across City this week to find out what you think about Library Services. We want to know what you love and why you love it: plus, your ideas for how we can improve things too.

Your feedback really does make a difference: it helps us plan and make changes for the benefit of everyone who uses the Library’s services, resources and spaces.

As well as our in-person pop-ups we’ll also have our popular Feedback Walls at all sites so that you can post your comments anonymously, read other people’s thoughts and see responses from Library Staff.

Poster advertising Library Loves Feedback
Library Loves Feedback

And as a thank you for giving us your feedback we’ll have some fabulous freebies and prizes to giveaway!

Details of our pop-ups are:

Northampton Square:

Monday 19th Nov

 

Drysdale Building 1st floor walkway – opposite Careers 12:30-13:00

Tuesday 20th Nov

 

University Building Reception Area 13:00-13:30

Wednesday 21st Nov

 

University Building Stalls – Level 1 Walkway 12:15-12:45

Thursday 22nd Nov

 

College Building Entrance Area 13:00-13:30

Friday 24th Nov

 

Drysdale Building 1st floor walkway – opposite Careers 13:00-13:30

City Law School, Gray’s Inn Place:

Tuesday 20th Nov

 

Common Room, Atkin Building, Gray’s Inn Place 11:45-12:15

Cass Business School, Bunhill Row:

Wednesday 21st Nov

 

Outside the Cass Learning Resource Centre 14:15-14:45

Don’t forget, there are lots of other ways to contact us too including via email, Online Chat, and Social Media: let us know what you think!

 

Level 3 at Northampton Square Library

Although the spaces in the Northampton Square Library have been quieter over the summer, library staff have been busy using your feedback to make changes.

level 3 can be very loud, reducing noise levels would be very good

This was a common theme in our recent feedback campaigns, with many of you suggesting that you would appreciate a quieter, more studious study space on Level 3.

From September, Level 3 of the Northampton Square Library is for quiet study.  When using Level 3 please keep conversations to a minimum, and if you want to work in a large group be considerate of your fellow students and book a group study room or use one of the other collaborative study spaces throughout the University, such as in the Tait Building.

To make the space more suitable for quiet study we have purchased new furniture and the last pieces will be delivered and installed this week.

Woman reading book in library

Library Loves… Feedback: 19th February – 23rd February

Over the next week Library staff will be popping-up all over City to gather your feedback. This is your chance to tell us what you love about Library Services and what we could do better.There will  be goodies on offer and the chance to win £10 in Print Credit by entering our prize draw.

Your feedback can really make a difference. It helps us improve the Library Service for you and other students.

Pop-ups at Northampton Square

Monday 19th February Outside Oliver Thompson Lecture Theatre, Tait Building 9.30-10.00
Tuesday 20th February Entrance, Rhind Building 12.30-1.30
Wednesday 21st February Level 1, Drysdale Building 1.30-2.30
Thursday 22nd February University Building Walkway 1.15-1.45
Friday 23rd February Lower Ground Drysdale Building 2.30-1.30

Pop-up at the Cass Business School, Bunhill Row

Wednesday 21st February Outside Cass Learning Resource Centre 2.15 – 2.45

Alternative ways to submit your feedback

In addition to the pop-ups you’ll find feedback walls at each of our libraries where you can anonymously post your comments which we’ll respond to. To still be in with a chance of winning print credit you can give us your feedback online.

 

 

 

Library Loves Feedback Pop-Ups: 20th-24th November

All this week Library Staff will be popping-up across the University to find out what you think about Library Services. We’d like to know what you love and why you love it: plus, your ideas for how we can improve things too.

Your feedback really does make a difference: it helps us plan and make changes for the benefit of everyone who uses the Library’s services, resources and spaces.

As well as librarians popping-up everywhere and chatting in-person, we’ll also have Feedback Walls at all of our sites so that you can post your comments anonymously: you’ll also be able to read other people’s thoughts as well as any responses from Library Staff.

Branded Library Loves Feedback poster with dates in November
Library Loves Feedback: November

Pop-ups at Northampton Square:

Monday 20th Nov

 

University Building Walkway 10:30-11:00
Tuesday 21st Nov

 

Rhind Building Entrance 12:45-13:15
Wednesday 22nd Nov

 

Drysdale 1st floor walkway (nr garden entrance) 13:30-14:00
Thursday 23rd Nov

 

Oliver Thomson Lecture Theatre foyer 15:45-16:15
Friday 24th Nov

 

Drysdale Lower Ground 10:45-11:15

Pop-ups at City Law School, Gray’s Inn Place:

Tuesday 21st Nov

 

Common Room, Atkin Building, Gray’s Inn Place 12:15-13:00

Pop-ups at the Cass Business School, Bunhill Row:

Wednesday 22nd Nov

 

Outside the Cass Learning Resource Centre 14:15-14:45

Don’t forget, there are lots of other ways to contact us too including via email, Online Chat, and Social Media: let us know what you think!

 

Your Voice, Our Action – Exams special

Thank you for your feedback. We enjoyed getting out from behind the Library Service Desk to talk to you and we loved collecting your comments from the walls over the 2 week period. We especially liked the fact that 97% of comments about library staff were extra lovely! We’ve looked at every single comment. While a few of your suggestions will take longer term consideration, we’re pleased to say that we can make some immediate improvements in time for the exam season.

  • 3.5% of all comments were concerned by noise levels. We’re always trying to create a good mix of study spaces whilst maintaining that the Quiet and Silent Study Spaces stay as such. From Monday 24th April we are trailing a new text (SMS) service at Northampton Square Library. Text us on 020 3322 6359 between 10am – 7pm if you’re finding it too noisy to study.
  • 78% of comments about opening hours wanted 24/7. While we cannot offer 24/7 throughout the year we have expanded our offering during key times across two locations. Our resources to support 24/7 opening are limited and the provision is also subject to the approval of the University Executive Committee, taking account of our location in a residential neighbourhood and other factors.  The current provision gives 24/7 opening during 13 weeks of the year at either Cass or Northampton Square – and these periods are timed to coincide with the busiest revision and exam periods in the academic calendar.
  • Many of you commented that it was hard to find space to study at times. During exams season we have trialled Bookable Silent Study Spaces at Northampton Square Library – we’re pleased to say that this is now a permanent service. We are trialling the same at Cass LRC this year. We’d also like to remind library users to take breaks outside the library and not to forget to take belongings with them so someone else can sit down to study.
  • If you’re looking for a computer – there are many secret computer labs in the lesser-trod corridors of the Drysdale Building, check for availability.
  • We had many positive comments about library resources, and also some feedback that you would like more. Don’t forget to use the More Books and Read for Research schemes, where you can recommend books for the library to buy. We’ve added over 3,111 books to our collections so far.

Take a look at the infographic below:

Library Loves… Feedback by Library Services

5 ways to take a break: Library-style

It could be because it’s exam season. There could be a coursework deadline looming. Either way, you’ve decided to camp out in the Library: you’ve remembered your water, cold snacks, laptop, and those fluffy slippers to keep your feet comfortably cosy. You’re ready-to-go with an all-night revision-a-thon. Your referencing is going to show Harvard who’s boss. It’s on, people.

But you also know that having a break is ESSENTIAL to successful exam survival and coursework preparation. Rest is important. Burning yourself out will not help anyone.

So, with this in mind, here are 5 things you can do in the Library that will help you take your mind off things:

  1. Look out of the window. From a glorious sunrise, to a spectacular sunset, looking out of the window can be awe inspiring; and inspiration is key to good studying. On a bright sunny day gaze at beautiful blue skies and puffy clouds. On grey rainy days, watch as other people get drenched. Bliss.

    Sunset from Level 6
  2. Go for a walk. We have 5 floors, stairs, lifts, doors to open and close- plenty of promenading possibilities. Plus, you never know who you might bump into
  3. Browse. Seriously, not only does it add a whole new exciting dimension to promenading (see: 2, above) but browsing can be serendipitous for the soul. We’ve got loads of things you can browse, books (pick up a floor guide at the desk, choose a section, off you go…) journals, newspapers. And once you’ve found something which sparks your imagination, grab a comfy purple chair, sit back and expand your mind.
  4. Hang out with BoB. BoB could be your new best friend. BoB will listen to what you want and try to give you what you want, when you want it. BoB’s great like that.
  5. Talk to a librarian. Twitter, Facebook, Instagram or even the good old fashioned way, in person, at the Service Desk. Topics we’re good at include: library essentials, resources, referencing, knitting, board games, TV and cake.

And remember: you will get there in the end- just make sure you look after yourself on the way.

Library Staff Love #11: Socialising

Pubs. Coffee shops. Quiz nights. Private parties which come with embossed invitation cards and stringent dress codes. There are many ways in which Librarians choose to spend their time away from the Library.

However, they’re at their best socialising in the workplace.

The thing I love most about CityLibrary (and in fact the world of libraries as a whole) is the engagement with our users- you.

To start with, Librarians are all over social media: exchanging ideas, sharing opinions, Twittertalking to people; and it has become a great way for us to get feedback on the things we do well and the things we could do better. Whether it’s Twitter, Facebook, Instagram or even LibChat, we love to know what you think and to hear about your experiences whilst part of our community here at City, University of London.

Or, if typing and clicking isn’t your thing, why not try Chat Classic? We have staff at service desks across all of our sites (as well as ‘roving’ throughout the Northampton Square Library) who are more than happy to help out with in-person enquiries. Or to just have a natter really.

So do come along, say hello, send us your Tweets and messages, or waive frantically to grab our attention, whatever works for you.