CILIP ARLG 2012 Conference - a bit of reflection
I'm just back from the first CILIP ARLG conference* and am brimming with enthusiasm and ideas - and happy to have survived my first big library conference and met so many fun and fascinating people. I'll be writing a more detailed report for my generous sponsors, but I wanted to get down my initial impressions before I begin to (over)analyse them.
The conference was entitled "Great Expectations: what do students want and how do we deliver?" and the range of workshops available meant a tough choice for each session. I mostly stuck with workshops in the "student experience" strand, and I've certainly come away with plenty of ideas to take forward in my library. I was fearful that I would be overwhelmed by the scale of the work done elsewhere, but I stuck to my decision to think positively and was able to find something to inspire me in every session I attended. In particular, it was a useful reminder to get out and talk to students and to faculty about what they want from the library and then come back to them with services that have been devised based on their feedback - make consultation meaningful, and not an afterthought. A key point in several of the sessions I attended: sell people the benefits of the service and they will value it - we're in 'sizzle, not sausage' territory here.
Looking at the conference as a whole, another recurring issue was the (contentious) use of the term "customer" or "consumer" for "student" (I will admit that I dislike "user" as a general term - we tend to use "reader", but perhaps we have the gravitas to carry it off...). The notion that the increase in student fees is turning higher education into a straightforward financial transaction between student and institution was debated from the word go. Reassuringly, Paul Abernethy (VP Academic Quality, soon to be President, LiverpoolSU) stated that the students he represents have a strong feeling of *not* being consumers but of having basic expectations that need to be met - we libraries (and universities as a whole) need to get the fundamentals right. This suggestion was a useful counterpoint to the focus on innovation in service - a reminder that we need to start from a firm foundation and then build up our ideas. Liz Jolly's likening of the student/university transaction to a gym membership struck a helpful note - not a cash transaction but more an equation of cash+effort=result. (And there's a technical and motivational expectation on the gym itself, to extend that metaphor.)
So, there was (and is) plenty to think about - in the bigger picture and painted in miniature for my own library. I'll be sure to share some of the local ideas once they're fleshed out from the flashes of inspiration and scrawled notes I've brought back with me from Newcastle. And I'll be sure to try to get along to more ARLG events in future - and would recommend them to anyone working in FE/HE.
* For those who don't know, ARLG is the group formed from the merger of the CoFHE and UC&R special interest groups - it stands for Academic & Research Libraries Group and is apparently pronounced as if someone has just trodden on your foot. (For Pratchett fans: "Your wife is a big hippo!")