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Library and Student Services working together [TG3/SERVICES]


10:00 am - 12:30 pm

Event Type

How can we work successfully with our Student Services colleagues to deliver our services? This event explores the ways that Libraries are working together with Student Services. Presenters will cover how their libraries are working with and alongside Student Services. They will share the impact it’s had on their services and the benefits for the students.


10.00 Introduction

10.05 Alan Doherty, London South Bank University – ‘Student enquiry customer services model at LSBU’

10.35 Questions

10.40 Break

10.45 Marion Lewis & Dan Herbert, University of Surrey – ‘The Hive way of working – a new approach to support student experience at the University of Surrey’

11.15 Questions

11.20 Break

11.25 Matthew Lawson, Middlesex University – ‘Libraries and student services: a perfect match?’

12.00 Questions

12.05 Open Q&A for all speakers

12.30 Finish


Alan Doherty: Head of Customer Services in Library and Learning Resources at LSBU including responsibility for frontline service delivery, health and safety, learning spaces, and for student enquiry management both across LLR services themselves (library and student IT support) and in terms of joining up wider first line student enquiry teams in the University.

Over 20 years previous experience in library roles including training, document delivery, acquisitions, team and site management.

Marion Lewis: Team Leader front of house in the Customer and Business Support Team reporting to the Associate Director (Student Experience) and working with the Team Leader Circulation and Access, Dan Herbert. I am responsible for front line service delivery at the Library and Learning Hive. We jointly manage the team who provide a single service point for face to face enquiries in the Library Building. We are part of a University wide enquiry management system for email enquiries. We share a chat service with IT and a number of other student facing teams and still provide telephone support – shortly through a teams solution. We are now working closely with the MySurreyHive (Student Services) and the Academic Hives for the three Faculties.

I have 14 years of experience in a customer facing role at the University of Surrey Library.

Dan Herbert: I am Team Leader Lending Services and Access in the Customer and Business Support Team at the University of Surrey. My role is responsible for the management of all circulation functions within the Library, management of all access schemes and services including SCONUL and Alumni, student disciplinary issues, building security and any related facilities requirements. I work alongside Marion Lewis, the Team Leader Front of House, managing the Customer Services team who supports the library front of house service. The Customer Services team have close working links with other support services within the institution providing a holistic level of support for all members of the university and external users.

I have worked in higher education since 1991 and have been at the University of Surrey since 2006. I am a CPD25 task group member as well as an executive board and Treasurer for CLAUD.

Matthew Lawson is Director of Library & Student Support at Middlesex University in north London, having previously worked at King’s College London and London South Bank University as well as in public libraries. During his time at Middlesex he led the implementation of free personal e-text books for all students in partnership with Kortext; and led a coalition of services providing emergency support to students during the pandemic. He is currently leading the student experience aspects of the new University strategy and until recently was chair of the M25 Consortium of Academic Libraries.


£25.00 members
£50.00 non member institutions

Information for joining:

  • 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.
  • Electronic CPD attendance certificates can be provided on request. Please request via

Cancellations less than one week before the event will be charged a 50% cancellation fee. In the event of a ‘no-show’ on the day, the full fee will be charged.

To book a place please use our online booking form. Please remember to include your PO number as bookings cannot be confirmed without this.


Booking form for M25 Members   Booking form for non-Members