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Making it work: improving multi-campus and distance client support through collaboration and technology at CQUniversity Library

The 2 presenters will outline some examples of (and lessons learnt from) successful collaboration between library teams and other areas of the university. These collaborations have leveraged technology in unique ways to develop and improve library services, and effectively support a diverse range of students around Australia.

Abstract
CQUniversity Library partners with other areas of the organisation to develop and deliver services to effectively support students and staff across more than twenty campuses, and a large cohort studying via distance. This session covers highlights and lessons learnt from collaborating internally and with other areas of the university, including:

•    partnering with coordinators of an enabling course to convert a printed information literacy workbook into an interactive online guide
•    working with the IT services centre to staff a combined ‘video call centre’ for library and technology support, including introducing video service kiosks on all campuses and a virtual team of librarians providing individual help

The presenters will also talk about bringing together a variety of technological solutions to deliver effective support, including:

•    leveraging functionality across a number of software solutions to schedule, deliver and seek feedback for face to face and online sessions with librarians
•    using communication and call centre solutions to enable video as well as phone calls, with more complex or specialist library queries escalated to a virtual teams spread over multiple campuses
•    using a service management system (SysAid) to track and transfer service requests and capture statistics.
•    using SharePoint and Jabber to communicate and collaborate, and build a ‘one team’ culture within the library, across multiple locations.
•    Building basic library skills development support materials in the learning management system (Moodle) to better integrate with unit sites.