Presented at LILAC 2019

1. Sensitivity: Internal
The never ending
journey: improving
student support
and understanding

2. Sensitivity: Internal
Your presenters
Jacqui DaCosta
Library Academic Services Manager
Michael Varela
UG student (Year 2) – BSc (Hons)
Electrical & Electronic Engineering

3. Sensitivity: Internal
Library Learner Journey Project 2018
Aim:
• To map the learner journey to better understand
the needs and preferences of students
• To inform and support changes to services to
ensure that the student experience matches needs
at key transition points
Focus:
• Induction / Transition
• Final Year
• Postgraduate Research Students

4. Sensitivity: Internal
On-Campus Internship Scheme (OCIS)
• Launched November 2017
• Provides ‘free’ intern for up to 120 hours
• Customer Service
• Research
• Projects / Events / Marketing
• Successful with 4 Library bids
• Michael employed in the Research
category
• Both new to this!

5. Sensitivity: Internal
My Contribution
• Conducted a literature review of ethnography methods either
used by different Universities or for specific projects that
would help shape methods to be used for info gathering
• Developed an annotated bibliography for each study that was
reviewed
• Presented findings via PowerPoint to library senior
management team
• Drew a final conclusion as to which methods would best suit
our project
• Developed interview questions with library management team

6. Sensitivity: Internal
What I did during the project
• Interviewed students ranging from undergraduate, to PhD
students at place of research, to online students in Egypt
• Conducted online interviews via Blackboard Collaborate
• Brought Excel skills which were developed from previous work
experience and studies
• Analysed data from interviews which led to the creation of
graphs, charts, and word clouds
• Conducted practice interviews with supervisor and a fellow
student intern
• To put students at ease, it was decided to adapt interviews
into a semi-structured format that focused more on
conversation

7. Sensitivity: Internal
What did I learn from librarians?
• How to use Library Plus (EDS) and search for specific topics
using the advanced search function which enhanced my
digital literacy skills
• I was taught what an annotated bibliography was and how to
properly write one in clear and precise detail
• How to use Blackboard Collaborate (web conferencing
software)
• How to create word clouds based on data from interviews that
would reflect the most common answers to specific questions

8. Sensitivity: Internal
What were the benefits of working on this
project?
• Helped shape the Library’s future enhancements
• Increased the understanding of the library staff
• Shortlisted for Intern of the Year
• Met the Senior Management Team and gained a better
understanding of their roles
• Enhanced my public speaking skills by presenting my findings
to the management team
• Promoted the University’s facilities and services to my fellow
students
• Had the opportunity to meet students from many different
countries and programmes of study

9. Sensitivity: Internal
Four interns and a placement student: what
else did we do?
• Touchstone tours
• User experience testing
• Reading Lists Online
• Citing and referencing
• Benchmarking on peer university libraries’ services to PGR
students
• Student poll on awareness of Enhance Your Learning
Toolkit
• Reviews of online support materials, the Library’s social
media, the accessibility of online resources

10. Sensitivity: Internal
What were the benefits of working with the
students?
• Recognising our misplaced assumptions
• User experience testing
• Increased our understanding of what really matters to the
students
• Getting out and talking (GOAT)
• Implementing the Derby co-creation philosophy
• Saving us time!
• Respect for the dedication of our students

11. Sensitivity: Internal Photo:

12. Sensitivity: Internal
Jacqui DaCosta
Library Academic Services
Manager
University of Derby
Email: j.dacosta@derby.ac.uk
Telephone: 01332 592028
Michael Varela
UG Student
University of Derby

13. Sensitivity: Internal
Some results from the research (if there’s
time)

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