Codey McShane, Author at University Library Blog

Codey McShane

Hi again, it’s me, Codey, and I’m back with an update on the progress of my internship. Last time I mentioned that I’m the Customer Engagement and Communication intern, and I talked a little bit about what customer engagement broadly means. Now that it’s been a few weeks I’ve had a chance to dig into the role and figure out exactly what customer engagement is, why it’s so important, and how I can take that information away and produce something insightful and interesting by the end of my internship. I’m going to share some of what I’ve been up to with you all, and my thoughts throughout the process.

What is customer engagement?

One of my first tasks was to do some research into the ways that other academic institutions consider how best to engage with their customers. They do this by creating a Customer Engagement Strategy (CES), a plan of action regarding how they can ensure their service understands and meets the needs of their customers. Customer engagement is also about communication, because how else can they know exactly what the customer wants?

Why is it important?

There are many more aspects that make up customer engagement – inclusivity and accessibility, marketing, feedback and setting expectations – but suffice to say, it encompasses so much and that’s part of why it’s so important. Having excellent engagement with our customers means that they’re getting the most out of all that the library has to offer and increases their trust that the library will continue in providing excellent resources.

What have I been doing to try to improve the library’s customer engagement?

After doing some research into other institutions’ customer engagement strategies and plans, I delivered that information in a meeting to the library’s CES team, highlighting similarities and differences between theirs and ours. I identified a lot of common themes and some interesting stuff that was missing, and I think that information will really help shape the library’s strategy for the better. Part of the reason for my specific internship existing is that as a previous student at the University of Hull, I was a customer of the library, and potentially have some fresh insights into what it means to engage with a customer.

As a result of that feedback, you can now find the library’s Customer Engagement and Communication Strategy online on our website and see for yourself the commitment the library has made to provide excellent support to students, staff, and the general public.

Another interesting thing I’ve been working on is user testing of the library’s website. It’s increasingly important to have a robust online presence currently, and ensuring that the library’s online content is useful, easy to use and not hidden away is vital. We recently hosted a user testing session where a first-year student helped us to see exactly how a user interacts with our website, and because of that amazing feedback we’re already planning to improve parts of the site. It’s important to the library that we’re able to see our content through the eyes of a customer, to make sure what is being produced is effective.

What am I doing next?

So far, I’ve got more user testing sessions planned, which should hopefully give us a nice range of feedback from which to improve the library website. I’m also beginning the process of delivering some information directly to customers in the form of a skills-guide or blog post.

That’s all for now – hopefully that’s been interesting and I’m looking forward to my next internship blog post where I’ll be reflecting on the internship and will have some more stuff that I’ve delivered to present to you all. See you next time!

In the beginning…

Last week, I began an internship working with the Library at the University of Hull, with a focus on Customer Engagement and Communications. The role is entirely based online, and while there is the option to come into the library, it’s not as viable now that I am living back in London after finishing my degree. I studied Computer Science and having been told all that, you might have some of the following questions by now.

Who are you, mysterious blog writer?!

What is Customer Engagement, and why should I care about it?

How can you do internship from home? Who are you making the coffee for?

What does Computer Science have to do with customers? Get back to fixing printers!

(It is possible that you did not actually have any of these questions, but for the purpose of the blog, it’s important that you know these things so that in several weeks when I tell you about the amazing progress I’ve made, it’ll all make sense. So, bear with me!)

Wow, those are some great questions! Let me explain a little…

Unmasking the mysterious blog writer

Hi there! My name’s Codey. I’m 22 years old and I’ve been at Hull University since 2017. I like reading (fantasy novels mostly), writing (this blog post), martial arts, and dogs. I’ve got red hair, and I’ve got a rare birthmark on the entirety of my right arm. I wear glasses and my hearing isn’t great. I know, I know, I’ve made myself sound way too cool, please forgive me.

Customer Engagement, what is it good for?

This is a subject we’ll get into a lot more in-depth in my next blog post, where I will have done a lot more work on the subject. For now, I can at least give you the same surface detail that I have. Customer Engagement is all about actively building, supporting, and managing relationships with customers. I’ll explain more about what that means to me and my role specifically next time.

An internship, from the comfort of my own home?

It’s interesting. I’ve spent the last year of my academic study working from home, so you would think I’d be used to it by now. But it still felt weird to be starting a job in my bedroom. However, it’s been very easy to settle in. There’s been so much support and being a part of a group of other interns helps a lot. Over the last week couple of weeks, I’ve spent a lot of time just meeting people and learning about what they do, and with daily meetings over the camera, I really do feel like I’m a part of a team of people, instead of just working alone.

Computer Science with a focus on the customer? You’re mad!

Despite being a Computer Science graduate, I’ve found during my volunteering that one of the things I enjoy most is the opportunity to help people and problem solve. Personally, I don’t think I’d be able to enjoy a job that doesn’t involve some essence of customer service. This internship offers me a great opportunity to look at a professional environment from the perspective of the customer, while also getting some great experience working in a professional environment.

So! Hopefully, that gives you a little bit of an introduction as to who I am and what I’m doing, and I can’t wait to tell you more in my next blog about what I’ve been up to. See you next time!