Category Archives: customerservices

It’s all about the conversation…and when to stop

This week has been a ‘noisy’ week – a week filled with meetings, conversations and discussions.  Mostly valuable and worthwhile, some even enjoyable in a work context, but nevertheless a lot of interactions. Team meetings with teams, catch up meetings … Continue reading

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Week by week – Semester 1, LMP, IT Help, loans and reservations…

The day by day weekly summary has become, temporarily, a week by week monthly summary as time to reflect during the first few weeks of semester is scarce. Added to the usual frenetic activity has been continuing work on the … Continue reading

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Using google forms for feedback

Using google forms is proving to be a quick and easy way of getting feedback from students who use our Edinburgh campus library.  We have already been using them for recording quick, easily resolvable enquiries at the library service desk so decided … Continue reading

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Semester 2 More than half way…

Semester 2  – Week 10 or, in more general terms, Mid March or ‘2 months done 2 months to go’ 🙂Semesters as opposed to terms mean that it feels like a long haul between January and end of May – … Continue reading

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Up-skilling and cross-skilling – staff training

Up-skilling and cross-skilling  The strategic aim is something along the lines of ensuring that all of the customer services team are cross skilled, can be co-located and record all issues and enquiries. Therefore the overarching plan is that all of … Continue reading

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Making The Most of the Space

The University Library at Heriot-Watt is very well used throughout the year and this semester the footfall and occupancy has increased.  Although there are study spaces on all four floors of the library, we have reached the situation where it … Continue reading

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IT Helpdesk Customer Services Team

The IT Helpdesk is part of the Customer Services Team in Information Services. So far I have spent quite a bit of my time working on matters to do with the Library Service Desk and the Information Assistants, I now … Continue reading

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