Information Services

User feedback mechanisms

IS uses a range of methods to gather user feedback in order to provide responsive and effective services and support.

Committees

IT User Panel (ITUP)

The IT User Panel meets once a term; normally two weeks before the Information Services Committee meeting. Service providers, including the IT and Library and Web Teams, produce reports to be considered by the Panel. School and Professional Services departments IT representatives notify the chair, normally in advance, of issues they want to raise. The Panel decides if there are any issues that need to be referred to the Information Services Committee (ISC).

Library Users Panel (LUP)

The Library Users Panel meets once a term; normally two weeks before the ISC meeting. Service providers, including the IT and Library and Web Teams, produce reports to be considered by the Panel. School and Faculty Library representatives notify the chair, normally in advance of issues they want to raise. The Panel decides if there are any issues that need to be referred to the Information Services Committee (ISC).

Departmental staff and student committees

The constitution and attendance of these committees varies in each School and Professional Services department. Each School has a member of library staff who acts as a subject librarian; they may be invited to attend the School Staff and Student Committee meetings. Other Schools feed back relevant comments directly to the subject librarian. IT services are not invited to the meetings; however, subject librarians pass on comments on IT provision.

IT Support Forum

The departmental IT support forum is held on an ad hoc basis to give those involved in departmental IT support, an opportunity to meet and discuss items of mutual interest.

Web Support Forum

Web Forums are organised on an adhoc basis by the Web Strategy and Steering Group (WSSG). They can cover a range of topics from discussing ideas about new services, to demonstrating work in progress. The format is informal and the intention is to provide an environment in which all present can ask questions and make suggestions. Invitations are extended to all-comers via the web authors’ mailing list and departmental IT support representatives.

 

Information Services, University of Kent

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Last Updated: 07/08/2014