Benefits of receiving a UCISA bursary

Vicky Wilkie DSC_0007

 

 

Victoria Wilkie
IT Support Specialist
University of York

 

 

 

 

 

Six months ago I was awarded funding from UCISA to attend the CILIP conference in Liverpool. At the time I was on secondment to the IT support office at the University of York, but my previous (and now current) position was as a senior library assistant at the University Library. I was particularly interested in finding out how the two teams could work more closely together, and also how I could support colleagues in doing this. One key area I looked at when I returned from the conference was ways of merging best practice from both teams and integrating these systems to assist staff with the changes. Lending Services already had a wiki where they stored and updated information for staff. I worked with colleagues in the IT support office to develop an ITSO wiki that could be used by library and IT staff in the day to day running of the merged desk.

Social media

One of the main things I took away from the conference was how useful a resource social media can be. This usefulness took place on two levels; the first was with our interactions with users. At York we are fortunate enough to already have a communications team that look after our social media accounts. They take the time to interact with our users, but also with other universities and related services. They make sure that enquiries are answered, but they also keep the interactions fresh, funny, and relevant, which has resulted in some very positive feedback. In order to complement and promote the work our comms team are already doing, I took inspiration from one of the conference talks to focus on informing our users about the different methods of social media we use to interact with them, and how this might assist them with their studies.

The second level focused on how useful social media can be to professionals wanting to share and research new ideas in the field. During the conference, I used Twitter to disseminate my ideas and engage in debates around the subjects that were raised. I started following a range of different people in the sector, and saw the issues that were impacting on them and their users. One real benefit of social media was that it allowed me to follow themes and ideas at conferences that I was not able to attend, and find out issues that were impacting service desks from different counties as well as from a range of different sectors, from Twitter users around the world.

Collaboration

Andy Horton and Chris Rowell’s talk ‘The Twelve Apps of Christmas’ was especially interesting to me, given that I knew one of my tasks upon returning to the library would be helping with the integration of basic IT support at the library helpdesk. Their enthusiasm really inspired me, and made me assess the different training we could give to staff to help them integrate the new processes. Although we have only just started with this, the overall feedback from staff has been very positive, and we are keen to take this on board to find more ways of updating and improving training, and ensuring that it is as efficient as possible to help staff develop their skills. Collaboration was something I was very interested in, and I was surprised to see how much collaboration was already taking place, especially between library and IT departments. What I took away from the conference was that collaboration is the way forward for service desks; we strengthen each department by working together, and it was wonderful to see how many other places are already doing this.

The final major point that I took from the conference, and that has really impacted on my approach to work, was the idea that we need to celebrate our successes more. As a service desk sector, we have a tendency to focus on what we could have done better and how we can constantly improve. Whilst it is very important to ensure that we continue to progress services, it is also important to focus on what we have done well and where we are really standing out. Since returning to the library, I have worked hard to highlight times when I think that staff have been doing an exceptional, job as this motivates and encourages the whole team.

To sum up, going to the conference allowed me to look at my colleagues and really appreciate the successes we have. Looking at it from an organisational point of view, it made me assess the ways in which our different teams could work more closely together to ensure that our users get what they really need. In terms of the sector, it made me more aware of what my colleagues around the world are doing. It allowed me to share ideas with other people who are working in libraries and IT. It also made me look at the different types of service desks in education. Before  the conference, I had a tendency to focus on HE desks, but since then I have been in contact with colleagues who work in public libraries and FE colleges, looking at what they are doing and how we can work more closely together to improve the sector.

Interested in applying for a UCISA bursary? Then visit UCISA Bursary Scheme 2018.

Leave a Reply

Your email address will not be published. Required fields are marked *