1. Library Services
“Don’t you know who I am?”
Working with the Alumni Office on
alumni library registration
processes
Charlie Leppington
University of the Arts London
@clepping1
April 2018

2. Presentation will cover
University wide and Library Services
relationship with alumni
What the Alumni Office and Library Services
staff said about Library usage and
registration process for alumni
How we reviewed the registration and
visitors processes for alumni
Recommendations and future plans based
on our ongoing work with the Alumni Office

3. University of the Arts London
World’s sixth best university for Art and
Design in the QS World University Rankings®
2018
6 Colleges:
• Camberwell College of Arts
• Central St Martins
• Chelsea College of Arts
• London College of Communication
• London College of Fashion
• Wimbledon College of Arts

4. University of the Arts London
18,000 students
from 130 countries
Courses in art,
design, fashion,
communication and performing arts
6 libraries, 3 Learning Zones

5. Relationship with Alumni
• Increasingly important to UAL as an institution
• Links to people/creative industries for
placements/internships/job opportunities
• For alumni, networking opportunities – contacts in the creative
industries
• Library 1,400 registered alumni
• 40-50 visits per week

6. What the Alumni Office said
• Library is a major reason for Alumni
membership applications
• Alumni want access to materials and
collections for their work in creative
industries – Library a key resource
• Library registration process is problematic
for Alumni and Alumni Office

7. What the Alumni Office said
• Alumni want an “officially” produced ID
card that looks good

8. What the Library staff said
Alumni can be demanding and some want
unlimited access:
“Don’t you know
who I am?”
Dave Reading by Neal Edgeworth licenced under CC BY-NC-ND 2.0

9. What the Library staff said
• Registration is a lengthy procedure that
takes significant staff time
• Have to limit numbers visiting certain
libraries due to pressure on space
• Managing bookings for these libraries
takes significant staff time

10. Conversations with Alumni Office
• Acknowledged processes need to join
up
• Barriers around alumni card
production
• Costs + Workload

11. Library process review
Review of process – process map

12. Library process review
Review of process – identify pain points

13. Library process review
Review of process – action points and user
experience

14. Current process
• Process involves input from both Library
Services and the Alumni Office
• For alumni, the process involves
interactions with both the Alumni Office and
Library Services: completion of two
application forms
• Process can vary according to which
Library alumni wishes to use

15. Recommendations
Considering recommendations based on
discussions with Alumni Office and process
review
• Alumni Office to produce cards
• Working in partnership with an IT Business
Analyst on card production : use existing UAL
hardware/software
• One online form for registration
• Update website
• Consistent process for visiting libraries
Also consider service enhancements

16. Future partnership working
• Ongoing conversations: work in partnership to
share understanding of services and we how can
develop and promote services together
• Future joint focus groups
with Alumni Office?
Handshake 52/365 by Julia Taylor licenced under CC BY-NC-ND 2.0

17. Questions?