BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.2.3.1//EN TZID:Europe/London X-WR-TIMEZONE:Europe/London BEGIN:VEVENT UID:874@m25lib.org.uk DTSTART;TZID=Europe/London:20211102T140000 DTEND;TZID=Europe/London:20211102T163000 DTSTAMP:20211102T090156Z URL:https://www.m25lib.org.uk/events/customer-service-excellence-tg2-cse/ SUMMARY:Customer Service Excellence – retaining the award\, reaccreditati on and working towards compliance plus [TG2/CSE] DESCRIPTION:As many HE Libraries and other organisations have now successfu lly achieved CSE accreditation\, we are looking at ways to retain the awar d and ideas for gaining a compliance plus where we can. We discuss how we ’ve adapted our processes during the pandemic\, how we relate the criter ia to our sector and measure ourselves via benchmarking.\n\nOur speakers c ome from University Libraries within the M25 Consortium who have successfu lly retained their award for a number of years.\n\nWhilst this event is ai med at libraries seeking reaccreditation\, the case studies\, tips and dis cussion should still be helpful to those institutions who are embarking on the CSE journey for the first time.\n\nProgramme\n\nReaccreditation durin g the pandemic – Julian Roland\, University of West London Library Servi ces:\n\nThe University of West London Library Service first gained the CSE standard in 2017 and was in the last stages of preparing for its 2020 thr ee-year reaccreditation in March 2020 as the national lockdown began.  In this presentation\, I will talk about how we quickly adjusted to an onlin e assessment\; the challenges that we faced and the advantages we found in being assessed in this way.  UWL Library Services uses CSE to drive cont inuous improvement and we are delighted to have continued to demonstrate i mproved services during the pandemic leading to our best ever result at ou r May 2021 first year assessment review as the country was starting to re- open.\n\nChallenges of achieving a corporate standard in a creative instit ution – Rowan Williamson and Tania Olsson UAL:\n\nThe CSE standard has s ome fundamental principle and corporate assumptions about the way we work\ , and it’s not updated very often. We work in an ever changing creative environment where we value qualitative over quantitative\, and critical qu estioning over sector conformism. Even the language and jargon of CSE can be anathema to our creative mindsets! We will look at ways you can evidenc e your commitment to customer service when you don’t even like the word customer\, and how you can build a compelling narrative to meet the standa rd through case studies instead of metrics\, especially in a pandemic whic h has turned the foundations and usual measures of your service upside dow n!\n\nCovid19\, Social Media and ‘Radical Kindness’- Eleanor Ferguson\ , University of Sussex Library:\n\nWhat’s the role of social media in th e academic library and how can it contribute to Customer Service Excellenc e? In this presentation I’ll discuss the challenges faced by our social media team during the pandemic\, the need for clear and concise communicat ion in response to rapidly changing circumstances and how we shifted the t one of our social media to one of ‘Radical Kindness’: reassuring\, rep resentative and inclusive (and were awarded Compliance Plus in this area f or the first time!)\n\nBenchmarking - Sean Goddard\, University of Sussex: \n\nThe benchmarking element (4.2.3.) is one which can cause apprehension when submitting CSE evidence. Sean Goddard will explain some areas of benc hmarking which have been used by the University of Sussex Library.\n\n Qu estions and discussion with the panel\n\n \;\n\nSpeaker biographies:\n \nJulian Roland has over thirty five years experience in organisational\, FE and most recently in HE libraries. As Head of Customer Experience for U WL Library Services’\; a post he has held since 2014\, Julian is respons ible for the library's front line services\, customer engagement and our m arketing and communications. Julian leads Customer Service Excellence for the library service which we first achieved in 2017 and again in 2020.\n\n Rowan Williamson has been the Associate Director for Library Services and Support at the University of the Arts\, a large Arts institution in London with six Libraries\, for the last seven years. Rowan has a particular int erest in creating a customer focused culture of continuous improvement\, a nd supporting the student journey through innovative and embedded informat ion literacy teaching and learning programmes. Rowan is active in the prof essional community\, acting as chair of the Multimedia and IT\; CILIP spec ial interest group.\n\nTania Olsson leads Customer Services in UAL Librari es\, as well as running the College service at London College of Communica tion. She has been involved in the CSE assessment process for UAL since 20 16. The last 2 assessments have been online\, most recent held in October 2021\n\nEleanor Ferguson has worked in libraries since 2012\, with roles i n public libraries and museum research libraries before starting at the Un iversity of Sussex Library in 2019. Eleanor administrates the CSE accredit ation and has a particular interest in UX and the role that social media c an play in the pursuit of Customer Service Excellence!\n\nSean Goddard lea ds the University of Sussex Library’s Customer Service Excellence (CSE) group\, a role he has held for six years. The group’s membership is draw n from all section of the Library. Sean is the Library’s Frontline Servi ces Librarian\, a role he has held for seven years. Sean started work in t he Library as a Library Assistant in 1983\, and gained his MA in Informati on Studies from the University of Brighton in 2015. When not working\, Sea n can be seen Morris Dancing!\n\n \;\n\nInformation for joining:\n\n This session is virtual and will run via Zoom. Once your booking has been confirmed\, joining instructions will be emailed the day before the event. \n Electronic CPD attendance certificates can be provided on request. Ple ase request via cpd25@london.ac.uk\n\nCost\n£25.00 members\n£50.00 for n on-member institutions.\n\nCancellations less than one week before the eve nt will be charged a 50% cancellation fee. In the event of a ‘no-show’ on the day\, the full fee will be charged.\n\nTo book a place please use our online booking form. Please remember to include your PO number as book ings cannot be confirmed without this.\n\n \; CATEGORIES:cpd25 Events END:VEVENT BEGIN:VTIMEZONE TZID:Europe/London X-LIC-LOCATION:Europe/London BEGIN:STANDARD DTSTART:20211031T010000 TZOFFSETFROM:+0100 TZOFFSETTO:+0000 TZNAME:GMT END:STANDARD END:VTIMEZONE END:VCALENDAR