User Engagement Policy

Information Services (IS) welcomes and actively seeks feedback from our users. We employ a variety of formal and informal mechanisms for maintaining dialogue, eliciting feedback and ensuring that our services are responsive to user demand and changing user needs.

How to contact us / give feedback

IS Response to feedback

Responses to our annual user surveys and suggestions harvests are made available on our feedback webpages. Additional feedback on Information Services is received via the annual National Student Survey and other University-wide feedback mechanisms. This data is used along with other feedback mechanisms to regularly review and develop our services, as seen in our annual You Said, We Did campaign.

User engagement

User Survey: IS conducts an extensive User Survey every November covering all services and provides comparative data that we use to identify trends and plan our services. A gap analysis identifies the biggest gaps between “importance” and “satisfaction” and this information is used to target services and facilities that are shown to be less successful. IS staff analyse the findings of the user survey to prioritise areas for improvement.

Suggestions Harvest: A suggestions harvest is held every March with other suggestions harvests held throughout the year if IS wants feedback on particular issues. The topic of the harvest can be specific or general, and the format changes depending on the topic. The annual harvest is always advertised online and feedback collected online, but other harvests have utilised other methods of feedback such as suggestions forms and post-it notes.

Student Focus Groups are held to get more in-depth feedback from our customers on our services, facilities, or potential changes.

Staff Student Consultative Committees and Research Student Consultative Committees: The purpose of the SSCCs and RSCCs is to establish a formal means of discussion and communication between departments and students on matters relating to academic issues affecting their studies. IS staff attend SSCCs and RSCCs, and report back on any issues involving IS and report back to the departments on actions taken where appropriate.

Sample weeks are held 3 times a year during November, March and May. The aims of sample weeks are to:

  • Measure user satisfaction with helpfulness and timeliness of IS enquiry service 3 times a year
  • Understand the type of enquiries dealt with by IS staff on enquiry desks
  • Inform training needs
  • Investigate how many enquiries are solved at first point of contact.
  • Investigate how many enquiries are referred to or solved on behalf of depts. outside of IS
  • Survey of shelving times to ensure that we have benchmark for service standard on our website
  • Survey of emails to ensure that we adhere to the service standard published on our website
  • Monitor queueing times

IS also conducts more informal user engagement exercises, including holding regular meetings with Support Service colleagues and the Student’s Union to discuss issues and agree any actions required to improve access to IS facilities and services for students and staff.

Complaints Procedure

In Information Services we are committed to providing you with excellent service, and we invite your feedback to help us to improve what we do. We recognise, however, that sometimes we may not provide the level of service that you expect. If you would like to take up any matter you think is unsatisfactory about the service you have received from us, please refer to our Complaints Procedure.We promise that we will deal with your complaint as quickly as possible, in confidence, keep you updated, and look at the pattern of complaints to identify areas where we need to improve.