Awards and achievements

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The Newcastle University Library Services is a multi-award winning service. We are the only University Library in the UK to have received the Charter Mark five times, and now hold the Customer Services Excellence award which replaced it. The Library was also named Outstanding Library Team in the 2011 THE Leadership and Management Awards for work to develop the e-book collection.We have included in these pages the awards and achievements that demonstrate our committment to our stated Purpose and Values.


Credo Digital Award for Information Literacy

In March 2016 our Education Outreach team were awarded the Credo Digital Award for Information Literacy which recognises an individual or group who develop the best new digital educational resource for promoting Information Literacy. The winning project was the 6th form study skills website. The judges' comments note that the website "approaches information literacy skills in a light-touch and engaging way, appropriate to the audience. The fact that it is also being used by university students demonstrates its wide appeal.".

Customer Services Excellence

Customer Service Excellence is the UK national standard for customer service delivery. The Library has held the standard since 1995 from its original incarnation as the Charter Mark to its recent Customer Service Excellence reaccreditation in 2016. It illustrates our dedication to delivering a friendly, professional and efficient service to all our customers and putting you at the heart of everything we do.

Investors in People Gold Award

We have held the Investors in People award since 2005 with further reaccreditation in 2008 and achieved Bronze level in 2011. In 2015 the Library was awarded Gold level, a level that has been awarded to only a handful of university libraries in the UK. Investors in People underlines our commitment to developing our staff and providing a caring working environment so you can be assured of quality and expertise from the people who provide your Library service.

Sustainable Campus Gold Award

We are continually working towards a more sustainable campus as part of the University’s overall Environmental Sustainability Policy. As such we are one of a few University teams who have been awarded Gold for our efforts in managing energy consumption and waste in the Library.

CILIP PPRG Marketing Excellent Gold Award for Popping up a Libary

Awarded in 2014

The PPRG (Publicity and Public Relations Group) are a special interest group of the Chartered Institute of Library and Information Professionals (CILIP) which hosts the Marketing Excellence Award. The Library’s entry ‘Popping up a Library’ was a project to provide temporary extra study space to ease the overcapacity of our existing libraries at exam time, and showed initiative and creativity in addressing the problem.

Times Higher Education Leadership and Management Awards

We were delighted to be shortlisted for another Times Higher Education Leadership and Management Award (THELMA) for Outstanding Library Team for our contribution to the School of English Literature, Language and Linguistics project 'Poetics of the Archive'. 

The Times Higher Education Leadership and Management Awards (THELMA’s) are open to all UK higher education institutions and seek to recognise outstanding examples of innovation, teamwork and enterprise at higher education institutions.  The Library was successful in winning the award for Outstanding Library Team in 2011 for its E-book services and other initiatives which focused on working closely with the student community. It was shortlisted in 2014 for its work on the Armstrong Digital Memory Book and was shortlisted in 2015 for the Pop-up Library.

Achievements and Survey results

National Student Survey (NSS)

Each year the university takes part in the National Student survey which gathers students’ opinions on the quality of their courses, and includes a question on learning resources and services provided by the Library. Our students continually rate the Library’s services and resources very highly which reflects their positive experience with us. In 2016 the University overall scored a 90% satisfaction rating whilst our learning resources and services scored 93%.

International Student Barometer (ISB)

Each year the University takes part in a survey called the International Student Barometer (ISB) which is carried out during the autumn term. Our efforts to ensure the continued satisfaction of all our users means Newcastle University’s international students continue to rate the Library’s services very highly. In the latest survey the “physical library” was given a satisfaction rating of 96%, one of the highest scores achieved by a Russell Group university. The “online library” was given a rating of 95% putting it in the world’s top 5.

Postgraduate Taught Experience Survey (PTES)

Launched in 2009, the HEA's annual Postgraduate Taught Experience Survey (PTES) is the only sector-wide survey to gain insight from taught postgraduate students about their learning and teaching experience. This year the Library achieved an overall satisfaction rating of 93% which is an improvement on last years rating of 91%

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