It’s their Library, not ours: how value comes from a philosophy not a purse Katherine Everest & Helen Loughran Leeds Metropolitan University

Leeds Metropolitan University ,000 students 4,000 international students 3,000 staff

Libraries and Learning Innovation 2 campus libraries 24/7/365 opening 2,100 study spaces University IT provision 1.5 million visits a year 350,000 books and AV resources Virtual Learning Environment 95 FTE staff Customer Service Excellence holder since 2001

High levels of satisfaction National Student Survey 2011 = 84% International Student Barometer 2010 = 94% Times Higher Student Experience 2011 = 6.2 Leeds Metropolitan University Annual Student Survey 2011 = 83%

What leads to high NSS scores? Research Libraries UK identified SCONUL measures correlating positively with NSS scores: Professional staff as a percentage of total library staff Gross library spend per FTE user Net library spend per FTE user Spend on information per FTE user Library floor space per FTE student Staff training hours per FTE student Annual loans per FTE user

How do we compare? Spend on information per FTE user

How do we compare? Library floor space per FTE student

Expectations Do our students have low expectations of the University before they arrive?

Adding value 24/7 opening Self service facilities Use of management information Electronic resources Faculty liaison

Customer orientation Customer insight and targeted services Communication and consultation Staff engagement Partnership

It’s their Library, not ours Zoned study environment since hour opening since 2001 & 24/7/365 since 2007 No access control “providing spaces for the way they actually work, not the way we think they ought to”