The Client Services Division provides the Library’s core operational services and support. The teams within the division deliver a variety of front of house and related services which directly affect or impact upon the Library customer when using any of the
Library facilities, on or off campus, and/or accessing its collections.
A key aim of this Division is the provision of timely, efficient and effective services and support. We will continue to develop new services and/or enhance and improve existing provision to ensure greater access to Library services and materials. We will maximise self-service options as well as increase online access to services and materials wherever possible to enable our customers access at any time and from anywhere.
The division is divided into 3 areas. Each of the areas are headed by a Manager. The Managers work collaboratively within the Division as well as across the wider Library and University, the key focus of this collaboration being to maximise opportunities for service development, exploit technology and deploy sector and other initiatives to enhance the Library services and ensure an excellent student experience.
1) The Customer Services Team
Customer Services is divided into 3 teams (Collections, Customer Support, and Facilities), all focused on delivering high standards of customer service. The main services delivered by these teams include provision of first-line enquiry support, maintenance of safe and conducive study environments and ensuring accessibility and availability of the Library collections, whether print or digitised texts.
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.
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.
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.
2) Data Services
Data Services is responsible for metadata provision, standards and quality control for all Library-services and delivered content. This includes material acquired by the Library, relevant openly available Web resources, and locally-created content within the University (e.g., through the Library’s repository and digitisation activities). Data Services also lead on the Library’s Discovery service provision (currently Summon), Library catalogue, and digital collection management software (CONTENTdm) as well as production, management and preservation of digital collections.
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
- 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.
3) Resource Acquisitions and Digital Access
This team is primarily focused on the acquisition of relevant and required materials to support the teaching, learning and research activities of the University, providing the required technical support for access to electronic content by our customers, managing the access in line with any licence terms and conditions.
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
The Division Head and Managers are all members of the Library’s Extended Management team, the core aim of which is to lead the
strategic development of the Library.
The Client Services Division is led by the Head of Client Services.