Delighting Our Customers: Building Services Collaboratively with Learners at a Distance

Dick, Sam and Killick, Selena (2016). Delighting Our Customers: Building Services Collaboratively with Learners at a Distance. In: 2016 Library Assessment Conference: Building Effective, Sustainable, Practical Assessment (Baughman, Sue; Hiller, Steve; Monroe, Katie and Pappalardo, Angela eds.), 31 Oct - 2 Nov 2016, Arlington, Virginia, pp. 543–548.

Abstract

The Open University (OU) is the largest academic institution dedicated to distance learning in the United Kingdom, with over 173,000 students. Distance learning students can provide a unique perspective on the experience of the library. As the number of students enrolled in distance education courses continues to grow globally there is an increasing opportunity to work with distance students on service design and development. Engaging with distance students can be challenging, but not impossible. Here we will discuss how The Open University Library has utilised a number of methodologies to work in partnership with its students on service design to the benefit of the service and our students. This paper will provide practical value for any library service with a distance learning community. Specific methodologies of successful distance learner engagement will be presented, along with lessons learnt.

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