Customer Support

A key part of this team’s service is providing frontline first-line enquiry support to customers via a multitude of channels (e.g. face to face, email, phone, etc.). Working closely with the other sections of this team and across the Divisions, Customer Support provides essential guidance and support to all students throughout the course of their studies.

Collections

The core aim of this team is the timely provision of required materials ensuring these are accessible to customers as needed.

One part of the team actively manages the physical collections (print and multimedia) within the Library and stores (internal and external).

Another section of the team enables customers to access materials not held by this Library by searching for and acquiring materials from other libraries. This team is responsible for document delivery services (Get it for me), the Library store service (covering all Library stores) and postal loans. In addition, to aid and improve students’ access to core teaching materials, the team digitise required articles or book chapters, under the Library’s Scan and Deliver service.

Facilities

A core responsibility of this team is to maintain safe and secure study environments throughout the advertised opening hours. This team also supports the development of Library facilities to ensure these are developed in response to changing needs and requirements of the respective communities.

The primary aims of Data Services are to help users of the library to find, identify, select and obtain resources regardless of format or access method.
The Library uses the Sierra Library Management System and Summon discovery service, and a number of other systems, such as EPrints and CONTENTdm. Data Services team members interact with all of these systems to provide high-quality metadata for both published and locally created materials.

The team undertakes a wide range of activities including:

• Import, creation, and management of metadata records, including subject headings and authority control in conformance with established local, national and international standards
• Loading of record sets into library systems
• Export and exchange of metadata and records with external agencies
• Classification
• Management of the library’s search and discovery services, including the catalogue, Summon, and the CONTENTdm digital collections software
• Digital production, management of digital collections, and digital preservation
• Advice and guidance on metadata requirements and standards

External agencies and providers the team work with include OCLC, RLUK, SUNCAT, eBook and eJournal providers, the British Library, Library Technologies Inc (LTI), Backstage Library Works and others.

Data Services currently operates the Library’s digital collections repository.

The Data Services department is forward-looking, actively assessing sectoral developments and trends to inform new approaches. For example the department was one of the early adopters of RDA in the UK, is leading on digital preservation initiatives with the Modern Records Centre, and is exploring institution wide opportunities to provide metadata expertise to research
projects and commercial ventures.

The team, led by the Resource Acquisitions & Digital Access Manager, undertakes a variety of activities all connected with the acquisition and provision of Library materials, including:

• Collection, processing and publication of course and module Reading Lists
• Acquisition of required print and electronic/digital materials
• Liaison with colleagues within the Library and University about the purchase of print and electronic resources
• Electronic resource licence management, ensuring appropriate access to the University’s electronic resources
• Maintaining appropriate access to the Library’s electronic resources, ensuring required technical infrastructure available to manage the access as necessary
• Working with providers and customers, providing advice and guidance on accessing electronic resources and/or access concerns