‘One stop shop’: a collaborative approach to online support & training at the University of Western Australia

Sarah Cesare, Bel Shilkin

Research output: Chapter in Book/Conference paperConference paper

Abstract

This paper will report on an online support initiative for undergraduate students at the University of Western Australia (UWA). The review and response was developed by Learning and Inquiry staff in Information Services, a department within UWA that is responsible for managing six libraries and other information technology infrastructure, and aimed to meet the strategic objective of supporting the University’s new degree structure that commenced in 2012. In particular, the initiative focused on providing point of need information to students who, in the new course structure, would be working across several discipline areas. The response becomes an essential tool in providing a ‘one stop shop’ for students sourcing study support directly relevant to their discipline areas.

The review aimed to:

1. Develop and establish a best practice client service model for online support
2. Establish an ongoing review and audit mechanism
3. Identify up-skilling opportunities for library staff in their role as online content creators
4. Establish a style template for LibGuides in keeping with UWA’s visual identity requirements.

The review resulted in the implementation of a number of key changes that together produce a best practice client service model approach for online support materials:

1. Communication mechanism that enables collaboration and ongoing support between Learning and Inquiry and content creators
2. Learning and Inquiry led training and coaching events for library staff
3. Standard templates and guidelines that enable content creators to work effectively
4. Policy that ensures a LibGuide for each undergraduate major.

The twelve month project exceeded expectations as it not only resulted in the development of a best practice model for training and support of LibGuides but also formulated a model that could be implemented into other technology training and support mechanisms. The successful outcome of the review resulted in Information Services’ LibGuides becoming a heavily used resource by undergraduate students, and enabled Learning and Inquiry to work closely with Library Technicians, Librarians, and Faculty Liaison Coordinators to further develop a collaborative approach to support and training.
Original languageEnglish
Title of host publicationALIA National Library and Information Technicians Symposium 2013
Subtitle of host publicationWaves of change
Place of PublicationCanberra
PublisherALIA Information Science Section
Pages1-6
Publication statusPublished - 2013
EventALIA National Library and Information Technicians Symposium 2013 - Canberra, Australia
Duration: 30 Oct 20131 Nov 2013

Conference

ConferenceALIA National Library and Information Technicians Symposium 2013
CountryAustralia
CityCanberra
Period30/10/131/11/13

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