Newcastle University

To improve the experience of customers of the Library

• Develop the capacity and mechanisms to respond rapidly to changing customer needs and expectations (2013-15)
• Use techniques such as customer journey mapping to analyse and understand the experience of users of the Library (2013-15)
• Review and refine performance standards to match user experiences and expectations (2013-15)

To improve communications and marketing of services

• Develop and improve relationships and dialogue with students, in collaboration with ISS and other partners (2013-14)
• Introduce new feedback and response channels for library users (2013-14)
• Implement an integrated communications and marketing strategy (2013-14)
• Engage students through work experience and other programmes to carry out market research and advocacy activities (2013-15)

To develop library space for the improved delivery of services

• Review and develop staff and study space in the Library to gain maximum benefit from the existing buildings (2013-17)
• Develop the service environment to support the effective delivery of front-line services (2014-16)
• Provide additional capacity for the storage of new collections at the Team Valley store (2013-15)

To develop staff skills and roles

• Ensure effective application of PDR processes with target of 100% completion rate (2013-18)
• Enhance the capacity of staff at all levels to contribute to service development through decision making and the generation of ideas (2013-15)
• Produce a framework of IT skills for staff, with a  programme to develop digital literacy (2013-14)
• Engage with the development of NU-IT to ensure appropriate support and staffing resource for IT-dependent services (2013-14)
• Develop capacity and skills for the effective management and curation of digital content, including research data (2013-15)
• Develop capacity and skills to provide support and services for transnational courses (2013-15)
• Ensure effective succession planning and transition arrangements for key posts (2013-18) 

To manage finance and budgets effectively

• Endeavour to obtain and manage funding appropriate to the demands placed on the Library by the University's academic plans, particularly in view of restricted budget settlements (2013-18)
• Actively seek external funding to enable additional improvements to be made to library facilities and services (2013-16)
• Work with national organisations (JISC, RLUK) to seek improvements  in subscription arrangements for licensed content (2013-18)

To enhance management performance

• Review and enhance methods and technologies for effective internal communications (2013-15)
• Renew the Library’s project management framework and practices (2013-15)
• Improve the collection and exploitation of management information for core services and processes, and review KPIs for fitness-for-purpose (2013-15)
• Develop and refine metrics on the cost and use of digital resources, particularly e-books to ensure vfm on subscriptions and purchases (2013-15)

To apply technology to the effective management of services

• Review workflows and processes of “back-office” activities (2013-15)
• Investigate the use of uniform resource management systems to integrate and improve the management of print and digital resources (2013-14)
• Investigate shared services approaches to core library processes and operations (2013-15)

To review and develop services to the University in collaboration with institutional partners

• Work with ISS and other stakeholders to develop smartcard delivery and services (2013-14)
• Contribute to the implementation of a new integrated print and copy service for students (2013-15)
• Carry out an audit of archives in the University and develop proposals for their management and preservation (2013-14)