Categories
Library services

Stats Corner

Is Library Live Chat the powerhouse of all questions?

Library Live Chat is our online chat service that allows you to chat – live – with a member of library staff. The team are super speedy getting to more than 90% of calls within 30 seconds.

*A true representation of the Library team when the beep of a Library Live Chat comes in.

We also link our Facebook Messenger and Twitter messages to our chat software – because we know you like to message the library using these platforms too.

It’s very popular, as these statistics show!

In the first trimester (27 September 2021 – 31 January 2022) there were:

  • 2,283 chats.
  • The busiest month was October 2021 with 674 chats.
  • The busiest day of the week for chat was Monday.
  • The busiest time of the day was between 10am and 12pm.

And, most importantly, 97.5% of the chats in this period were rated as Good or Excellent.

In case you’re interested in more information on service-level stats, please browse the Library’s service and business standards (aka Service-Level Agreements).

Categories
Library services

Is borrowing a Book easy? We think so…

We’ve been working to make borrowing books easier than ever.

Over the past few years we’ve been inserting RFID* tags into all our books. That’s many hours spent inserting tags and programming (we loved every moment of those stickers). Long story short, this means when you borrow a pile of books, you no longer have to find and scan every barcode in each book to check them out.

Our new self-issue machines can read multiple RFID tags at the same time as soon as you place the pile of books on the machine, making the whole process quicker and easier.

Pirate language is optional but makes for a hearty experience.

We’ve also made it possible to reserve on-shelf books. Just find a book you want via the Library Search and reserve it, whether it’s on-loan or on-the-shelf. If it’s on-loan it will be reserved for you when it’s returned. If it’s on-the-shelf, a member of library staff will fetch it for you and place it on the reserved-items shelf. You always get an email when it’s ready to collect. We’ve fetched 5,518 of these on-shelf books in the first trimester** alone!

* Radio Frequency Identification

** Trimester 1 was 27 September 2021 to 31 January 2022

Categories
Library services

Launch of the Family Room in the Brynmor Jones Library

Katie Austin

The photograph shows the Library's new Family Room. The room has a desk and computer for work, while the floor has lots of child-friendly resources. There are decorations on the wall and a mat on the floor to make the space more welcoming for our little visitors.

As an inclusive and welcoming campus, we are delighted here at the Hull University Library to launch a study room for students with children. A third of our student population are mature learners, many of whom are also managing family life as well as academic studies.

The large group learning room on the ground floor has been converted into a child-friendly room which can be booked out for students needing to access the library facilities whilst also juggling childcare.

So if you have a deadline looming during school holidays, need to drop in to print something out or simply prefer studying in our wonderful library building, please know that your children are very welcome to join you.

The ground floor is pushchair friendly and we also have a baby change and nappy disposal bin located within the café toilets.

If you need books collecting from the library floors, you can use the Library Live Chat to make a request during staffed hours. A member of staff will gladly bring these over to you.

The Family Room aims to take away any added pressures students with children may face while completing their academic studies on campus. Feedback from previous students with children has been overwhelmingly positive and we look forward to welcoming our first bookings throughout October.

Ali Craig

As always, please direct any comments or suggestions to the Library Feedback page.

I would like to acknowledge the excellent work of Katie Austin, our Equality Diversity and Inclusivity Coordinator who has meticulously planned for this launch. It’s been a long time in the making.

Ali Craig
Operations Director & Head of Customer Experience