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UCL 2034 Progress Report

Benjamin G MMeunier4 December 2019

UCL has published the Progress Report 2019, highlighting some of UCL’s key achievements and steps towards realising the vision set out in UCL 2034. Highlights in this year’s report start with a Library Services initiative, the UCL Open megajournal as an example of academic leadership. You can see the review on the 2034 website at https://www.ucl.ac.uk/2034/progress-report-2019

Here’s a summary:

Principal Themes 

  1. Academic Leadership
    UCL Open’s Megajournal – The Constitution Unit’s role in a think-tank for Northern Ireland – Forming closer ties with the European Space Agency
  2. Integration of Research and Education
    Posters in Parliament – UCL’s 1000th Arena Fellow – the Bloomsbury Theatre and Performance Lab
  3. Addressing Global Challenges
    Antiretroviral treatment preventing the transmission of HIV – Developing a legal tool to protect refugees’ rights – Helping an indigenous community restore parts of Brazil’s Atlantic Forest
  4. Accessible and Publicly Engaged
    Public art at UCL – Growing community-university partnerships in East London – Building robots inspired by nature
  5. London’s Global University
    Working with Camden to drive innovation and social change – planning approval granted for new UK Dementia Institute – “Cosmic Coffee”
  6. Delivering Global Impact
    The RELIEF centre working to better integrate the forcibly displaced – Tackling chronic pain in children – Biogas project awarded Horizon 2020 funding

    Key Enablers

    1. Best Student Support – the Accommodation team’s Welcome programme
    2. Valuing our Staff – Welcome to UCL programme for onboarding new staff
    3. Financing our ambitions – an update from the It’s All Academic campaign
    4. Excellent systems – new UCL Staff Intranet
    5. Sustainable estate – Transforming the IOE
    6. Communicating and engaging – the #MadeatUCL campaign

HO! HO! HO! from Archaeology Library

Paul JMajewski4 December 2019

Christmas has officially arrived here at the Archaeology Library. We have used our creative skills to decorate our Library space and made it look very Christmassy. We have also received a letter from far, far away in a form of a Christmas poem. As this is the most magical, festive and incredible time of the year and we would like to share this experience with all of you.

We would also like to use this opportunity and wish you ALL to have a cheerful, holly, jolly, and a very Merry Christmas and a Happy New Year too!

Christmas joy…
Hoping to get my
Reading list finished
In time for the end of the term.
Stopping for a moment, I
Take in the
Merry lights on display
And hope the students and
Staff have had a great term!
– Lewis Rushton

 

“I Heart Consent” campaign launches today

Benjamin G MMeunier27 November 2019

Student Support and Wellbeing and Students’ Union UCL are together launching the ‘I ❤ Consent’ campaign today (27 November).

The campaign encourages students to take a brief sexual consent online training course on Moodle – no longer than 15 minutes to complete. The aim of the training is to help promote healthy and respectful relationships within the UCL community and beyond.

The campaign will be promoted to students via digital screens and messages in myUCL and local communications?

Once students have completed the training, they will receive a ‘I ❤ Consent’ badge on Moodle.

If students come along to the Student Centre Wednesday 27 to Friday 29 November (this week) and show us their badge, they will be able to collect a reusable ‘I ❤ Consent’ cup and a free hot drinks voucher!

The training does cover some difficult topics, so if a student needs support around this, please direct them to the Report + Support website, which has much more information.

Nominate your colleagues for UCL Professional Services December Awards

Benjamin G MMeunier8 October 2019

There is always a lot of great work happening in Library Services. We want to celebrate this and ensure that teams receive well-deserved recognition for achievements. Can your team emulate colleagues who were shortlisted this summer, when Gillian Mackenzie, Vicky Robertson, Noreen Beecher and Breege Whiten were shortlisted for leading a series of very successful Customer Service Excellence workshops?

UCL want to hear about the people who demonstrate integrity, outstanding service and commitment to UCL, about the teams who are striving towards UCL’s future and about the incredible things people are doing beyond the boundaries of our institutes and departments. Nominations for the UCL Professional Services December Awards are open until 5pm Monday 4 November.

There are 7 categories for nominations, based on the UCL Ways of Working:

  • Leadership Award for Outstanding Contribution
  • Way of Working – Personal Excellence Award
  • Way of Working – Working Together Award
  • Way of Working – Outstanding Individual Contribution to Achieving our Mission
  • Way of Working – Outstanding Team Contribution to Achieving our Mission
  • Community Spirit Award
  • Outstanding Contribution to the Staff Experience

Further details of the award categories, the judging criteria and a link to the nomination form can be found at www.ucl.ac.uk/professional-services/prof-services-awards.

You can also use the link above to register for the Awards ceremony on Tuesday 10th December in Elvin Hall, IOE, 20 Bedford Way.

Research IT & Data Management drop-ins – autumn 2019 dates

TinaJohnson10 September 2019

The Research Data Management team and Research IT Services jointly run regular drop-in sessions.  These sessions are open to all UCL research staff and students. 

Someone from the Research Data Management team will be there to help you with:

– at all stages of the research lifecycle.

If you’d like to come along to one of our drop-in sessions, please contact the RDM team at lib-researchsupport@ucl.ac.uk with a summary of your research data query beforehand.

Representatives from all of the RITS service areas teams will also be on hand to answer questions or problems related the following areas:

  • research programming
  • workflow automation
  • finding tools and services for your research programmes
  • high performance computing
  • handling large datasets
  • handling personal and GDPR special category data
  • data storage

For RITS queries, there’s no need to book, but the RITS team can make sure there’ll be someone there to help with your problem if you email rits@ucl.ac.uk, ideally two days before the session.

Researchers are encouraged to attend however small their query. The sessions will also be a good opportunity to discuss research funder requirements, find out about services available at UCL and to get support with particular issues you are having.

Upcoming sessions

Date Time Location
Thursday 19 September 10am-12pm Common Ground, Institute of Advanced Studies, South Wing, UCL Main Building (www.ucl.ac.uk/maps/south-wing)
Tuesday 1 October 10am-12pm Common Ground, Institute of Advanced Studies, South Wing, UCL Main Building (www.ucl.ac.uk/maps/south-wing)
Thursday 17 October 10am-12pm Common Ground, Institute of Advanced Studies, South Wing, UCL Main Building (www.ucl.ac.uk/maps/south-wing)
Tuesday 5 November 10am-12pm Common Ground, Institute of Advanced Studies, South Wing, UCL Main Building (www.ucl.ac.uk/maps/south-wing)
Thursday 21 November 10am-12pm Common Ground, Institute of Advanced Studies, South Wing, UCL Main Building (www.ucl.ac.uk/maps/south-wing)
Tuesday 3 December 10am-12pm Common Ground, Institute of Advanced Studies, South Wing, UCL Main Building (www.ucl.ac.uk/maps/south-wing)
Thursday 19 December 10am-12pm Common Ground, Institute of Advanced Studies, South Wing, UCL Main Building (www.ucl.ac.uk/maps/south-wing)

Updated from the original post by Myriam Fellous-Sigrist, dated 11 December 2018

 

Library Facilities and Projects Team Blog: Summer works update

Collette E MLawrence31 July 2019

There will be several projects being carried out during this summer, the details are below, if you have any queries please do not hesitate to contact the Facilities and Projects team james.woodhouse@ucl.ac.uk, phil.watson@ucl.ac.uk or c.lawrence@ucl.ac.uk:

Senate House Hub : Work to refurbish the Senate House Hub will be starting on 12th August 2019. During this time Senate House Hub will be closed, the work will take about 4 weeks to complete and will be re-opening in early September 2019. When the space re-opens it will be a dedicated Post Graduate Research (PGR) and Centre for Doctorial Training (CDT) space. There will be new training room fitted, an increase of study spaces and additional comfortable study spaces.

Graduate Hub: Work will be starting on 12th August 2019 , the work will take about 4 weeks to complete, during this time this space will be closed for the duration of the works, and re-opening early September 2019. This is work is taking place to increase the number of study spaces, have more study focused furniture and a refurbished kitchen and main study rooms.

IOE Entrance:Work is taking place with effect from 12th August 2019, users of the Library will be redirected by additional signage and assistance from Library staff and Security. The project will install new turnstiles with accessible lanes in and out, a new single combined service desk with Library and ISD in one place, Smart Shelves return system and a new self-issue kiosk. This work is due to be completed by early September 2019.

Changing Places Accessibility Toilet – Science Library: work for this will be starting on the 12th August 2019. This will create the first nationally listed Changing Places Toilet at UCL.  The work will take about 7 weeks to complete.

Electrical Infrastructure on Central Campus: Noisy works will be associated with the drilling etc. with installation of cabling containment.  We are not expecting this to generate any vibration issues.

The works are the replacement of the two Transformers associated with the T2 Substation, located at the Ground floor level of Petrie Museum.  All works will be confined to within the substation rooms, but will generate noise during the working week, and will – on the weekend of Transformer delivery – impact the Malet Place road way usage.

Outline programme:

  • 22nd July – 2nd August – Cable / Containment and associated builders works:
  • 3rd/4th August – Transformer # 1 replacement (Load management)
  • 5th August – 6th September – Remaining preparation / modification works:
  • 7th/8th September – Transformer # 2 replacement
  • 9th – 13th September – Final snagging and making good.
  • 13th September – Work completed

Science Library Windows: There will be contractors surveying the windows at various times throughout the Science Library, this is in preparation for work to start in the summer of 2020 to replace them.

The Pro-Vice-Provost’s View

PaulAyris29 July 2019

Library Strategy update

2019 saw the adoption of a new Library Strategy by UCL Library Services. How is the Library faring in delivering on the 6 Key Performance Areas the Strategy contains? As Pro-Vice-Provost, I have compiled an analysis which I share with the many visitors who visit UCL Library Services, as well as with UCL committees such as UCL Library Committee. On Thursday 25 July, I had the honour to share the strategy with Mohammed Jassim, who was until recently Director of Mosul University Libraries in Iraq. His library system was desecrated by ISIS and his colleagues are facing building a new library structure and organisation from scratch. It was very humbling to hear about the current state of library services in Mosul.

Of the 6 Key Performance Areas (KPAs) in the Library Strategy, the most successful to date is undoubtedly the one on Sustainable Estate, where the opening of the Student Centre has already revolutionized the way students study in UCL. With 1104 learning spaces, managed by the Library, it is a major addition to the suite of library and learning spaces which UCL can offer. Under the User Experience KPA, the Library has also seen an increase in its 2019 NSS (National Student Survey) score to 86%, up 1% on the previous year. This is another step towards the target of 90% satisfaction that the Library aims to achieve amongst all third-year undergraduates surveyed.

Main Library stairs

The Library is also the first Division/Department in UCL to achieve Customer Service Excellence accreditation, passing in all 57 criteria at the first attempt – a very notable achievement and a fantastic confirmation of our wish to put the User at the centre of the library experience. The CSE Accreditation Report made particular mention of the contribution made by Library staff: “The staff appeared ‘passionate’ in meeting and exceeding customer expectations and clearly understand what was meant by customer service excellence. All staff appeared keen to deliver an excellent service to ensure Library Services was both ‘leading the way’ and exemplar for other library services. The assessor was also very impressed by the overall staff commitment such as their attention to detail, the desire to continually improve things and the professionalism displayed by them.” This statement is a great confirmation of the Library’s commitment to developing the skills of its staff in KPA2 – Staff, Equality, Diversity and Inclusion.

Every member of Library staff, through their professionalism and commitment, plays a really important role in delivering the Library Strategy and in making UCL one of the best universities anywhere in the world in which to study and do research.

Paul Ayris

Pro-Vice-Provost (UCL Library Services)

Library Services receive 19 prizes at Sustainability Awards 2019

Benjamin G MMeunier19 July 2019

Library Services collected a record array of awards at the Sustainability Awards ceremony 2019, which was held on Thursday 18th July. 19 Library teams participated in the Green Impact scheme this year, and both Richard Jackson (Sustainability Director) and Fiona Ryland (Chief Operating Officer) commended the department for such a strong demonstration of commitment to tackling sustainability issues.

During the ceremony, Professor Geraint Rees (Dean, Faculty of Life Sciences and SMT Sustainability Champion) and Fiona Ryland presented the awards to colleagues from all parts of UCL for sustainability achievements.

The full list of awards to Library Services sites, below, is testament to the outstanding work of Green Champions and colleagues throughout the department who are taking the initiative to reduce waste and energy consumption and to promote a sustainable environment at work. I am grateful to the Library Sustainability Committee, who have overseen this work, and particularly to Sarah Lawson and Noel Caliste who helped to coordinate the substantial collective submission from Library Services to the Green Impact assessors. Many of our sites were audited by the Green Impact team, and as Chair of the Sustainability Committee I have had the privilege of visiting sites myself to witness the huge amount of work which underpins these awards. I visited LASS Library last month, where in the past year the team organised events to raise awareness of sustainability, manage a flourishing collection of plants and even installed a bug hotel in the outdoor (naturally!) courtyard at Chandler House. I know that there are many other great initiatives in different sites and teams, and look forward to visiting the Bartlett Library in the near future.

Eastman Library Bronze
Main Library Bronze
Science Library Bronze
Central Library Services (department) Bronze
Student Centre Bronze
Queen Square Library Bronze
IoE Library Silver
Bartlett Library Silver
ICH Library (GOSICH) Silver
IoO Library Silver
Royal Free Library Silver
Senate House Library Silver
IoOrthop Library Silver
Ear Library Gold
Cruciform Library Gold
Institute of Archaeology (IOA) Library Gold
SoP Library Gold
LASS Library Gold
Wickford Stores Gold

Many of Library Services’ Green Champions attended the Sustainability Awards ceremony on 18th July

 

 

Congratulations to all the staff who were involved in Green Impact 2019. Each of these awards requires significant work and dedication to obtain the necessary credits. I would like to congratulate all the Green Champions and especially commend our 6 teams who achieved “Gold” this year: Wickford, LASS, SoP, IoA, Cruciform and Ear.

This is important work, which demonstrates some of our values (“empowering our staff and students” and being “eco-friendly”). Sustainability, and specifically our performance in Green Impact, is a key part of delivering the Sustainable Estate KPA in the Library Strategy.

To find out more about the work we are doing, including a Sustainability Reference Guide for the whole department, we have a Sustainability page on LibNet. Do get in touch if you would like to get involved!

Library Customer Service Excellence (CSE) Champions shortlisted for Professional Services Awards 2019

Benjamin G MMeunier25 June 2019

The UCL Professional Services Conference took place yesterday (24 June) to celebrate the contribution staff make to UCL, showcasing the work we do,  working across multiple departments and carrying out various roles. As part of the Office of the Vice-Provost (Research), Library Services makes a strong contribution to the work of professional services across UCL. Library Services was invited to participate in the conference and a number of colleagues attended the event.

A highlight of the conference was the ceremony for the UCL Ways of Working Awards. Over 200 nominations were submitted from across UCL central professional services, Vice-Provost Offices and Faculties. Library Customer Service Excellence (CSE) Champions were shortlisted for an award: ‘Ways of Working – Team Contribution to Achieving our Mission’. In this category, staff nominated colleagues who “are striving towards UCL’s future, demonstrating vision, a sense of ownership and innovation in their work”. The nomination was shortlisted in recognition of the team’s work on Customer Services Excellence workshops, as detailed below. In a very competitive field, the award ultimately went to Student Support and Wellbeing.  Although there were 5 Library Services entries submitted, this was the only shortlisted nomination. Congratulations to the Library CSE Champions: Noreen Beecher, Breege Whiten, Gillian Mackenzie, Vicky Robertson!

CSE Champions: Noreen Beecher, Breege Whiten, Gillian Mackenzie, Vicky Robertson

This team demonstrated excellent collaboration, communication and shared learning in the way that they work together.

In line with the Library Services Strategy 2019-22 and CSE accreditation bid, the Champions initiated, researched, devised, and carried out customer service excellence workshops for fifteen teams, seventy staff, and resulting in sixty-two hours of training. This work was voluntary and included running workshops in evenings and Saturdays to make training inclusive.

About the Customer Service Excellence workshops

Breege, Noreen, Vicky and Gillian volunteered to become Customer Service Excellence (CSE) Champions to change the culture of Library Services, and to help work towards the CSE accreditation as outlined in the Library Services strategy. They created a series of workshops for frontline teams, working collaboratively to research and devise workshops which were initially rolled out to a number of day time teams. After these proved successful they evaluated and re-wrote the workshop to deliver to Evening/Weekend (E/W) frontline teams.

The team moved away from traditional training to engage staff, and so chose to devise practical, discussion based workshops, which included a team presentation on customer service. The workshops included discussions of CSE experiences, and feedback for the Library handbook and Service Charter.

This process has resulted in fifteen teams, seventy staff, and sixty hours of training. The workshops have been inclusive for E/W teams, making training available within their shift patterns. The feedback and enthusiasm has been excellent, and we have started to see a culture change in how we carry out CSE within Library Services. The CSE Champions have also collated a significant amount of feedback, data and evidence for Library Services to use in the CSE accreditation process.

Creating a supportive Customer Service environment 

The work is linked to the Library strategy of achieving CSE accreditation. The CSE Champions have been committed to engaging staff with CSE, across multiple teams, sites and working patterns. The workshops have created a culture change within Library services, and also included transferable skills for staff, from presenting to collaborative project work. Teams have found the presentations enjoyable, as they have been encouraged to use their creativity.

The workshops have brought together the E/W team who wouldn’t usually get the opportunity to work together, enabling them to work collaboratively and build relationships. It has also inspired other Library Staff to provide training for teams which don’t usually work in day time roles. The team have been supportive to other CSE Champions and colleagues, helping others to facilitate, so that those less confident can take part. This training has not only benefitted Library Services, by providing trained staff and evidence for the CSE accreditation, it has also benefitted library users.

Achieving our mission

As voluntary CSE Champions, Vicky, Gillian, Breege and Noreen are clear about why this work is important. The Library Strategy focuses on “ensuring an excellent customer experience”, and the department as a whole has set the goal of achieving CSE accreditation. On an individual level CSE is imperative for the library user. Our CSE affects how our customers use the library, and also the feedback we get through student surveys. This project was immensely ambitious as the work was carried out on top of usual roles, and outside of the team’s own working hours. It involved communication and liaison, to help staff engage with the process. Logistically it was ambitious as it took work organising cover so staff could attend sessions. Throughout the process the four CSE Champions have remained united in their own vision of what they wanted to achieve, and continue to work on CSE with other managers. The team also understand that gaining the accreditation means that they will need to carry on updating their training, to keep staff skills current, to train new staff, and to help with re-validation.

The innovative practice of devising workshops in CSE has enabled us to review our practices for frontline teams. The CSE Champions recognised that there was a need to re-evaluate and open up the discussion, and by rolling out this training they have started teams and individuals on this process of self-reflection, in relation to service provision. Our long term aim is to help achieve CSE accreditation, and to make sure that customer service is consistently excellent. These workshops have ‘kick-started’ this process through staff engagement, discussion and feedback. The workshops have also created evidence which Library Services can use for the accreditation process. While the goal is to achieve accreditation, the long term success will be measured by student feedback.

As Champions, the team took responsibility for delivering CSE engagement and culture change, within the accreditation time frame. They have worked towards this by having a clear remit and framework for the workshops. Communication between the four Champions has been essential, and running workshops in the evenings and weekends has helped to make team members feel included.

The effectiveness has been achieved through dedication, integrity, commitment, support, and by going above and beyond, to ensure all have equal access and a voice in how we shape our customer service.

Peter Dennison, Head of Customer Service, said:

“Well done to Gillian, Vicky, Breege and Noreen! This work illustrates our Library Services values and will make a difference in the Library’s work towards formally securing CSE accreditation.”

Find out more about the UCL Ways of Working: https://www.ucl.ac.uk/human-resources/policies-advice/ways-working.

The Pro-Vice-Provost’s View

PaulAyris30 May 2019

Increased student support for UCL Library Services

UCL takes student feedback very seriously. We have a range of student surveys, and participate in national surveys, to measure the level of happiness students feel with their UCL experience.

The Student Experience Survey was conducted between 1 March and 10 April 2019 and included all penultimate year undergraduate students. 5,185 students were invited to complete the survey, and 20% responded (n=1037).

Questions are arranged under 9 main headings, one of which is Learning Resources. This general category was the best scoring category out of all 9, with 83% of respondents saying they were satisfied, an increase of 3% over 2018 and an impressive increase of 7% over 2017.

The most important question concerning library resources and services is this one – the library resources (e.g. books, online services and learning spaces) have supported my learning well:

Question 2019 2018 Difference
The library resources (e.g. books, online services and learning spaces) have supported my learning well. 85% 80% +5

This is a great result, showing an increase of 5%. Indeed the result is so good that the score to this question made it the highest scoring question in the whole of the survey. One of the reasons for the increase is, of course, the addition of the Student Centre to the library footprint, with its 1,000 new learning spaces. The Centre had just opened when the survey was held and, already, its impact is being felt in rising levels of student satisfaction.

Many congratulations to all members of UCL Library Services – all of whom have contributed to the reputation of our services and the impact they make on the student body. It’s a great performance and bodes well for the future.

Paul Ayris

Pro-Vice-Provost (UCL Library Services)