Swansea University Library and Information Services

Gathering the evidence for Chartermark

Sara Marsh

Swansea University

s.l.marsh@swan.ac.uk

Why did we do it?

Stability after period of change

Recognition of existing quality

Structure for development

Investors in People or Chartermark?

How did we do it?

Small project group

Individual responsibility for criteria

Involvement of other staff?

The six criteria1. Set standards and perform well.

2. Actively engage with customers, partners and staff.

3. Be fair and accessible to everyone and promote choice.

4. Continuously develop and improve.

5. Use resources effectively and imaginatively.

6. Contribute to improving opportunities and quality of life in the communities you serve.

Set standards and perform well

• Manage expectations

• Tell them what you do (and don’t do)

• Measure and communicate performance

- Standards

- Statements of service

- Published performance measures

Actively engage with customers, partners and staff

• Seek feedback (actively …)

• Involve them in service development(not just feedback on what’s there)

- Clear statement “we value your views”

- Membership of working groups

- Minutes, emails, suggestions

Be fair and accessible to everyone and promote choice

• Diversity, disability, non-trad students• Technology - remote access• Choice (study zones, on / off-campus…)

- University policies

- Staff development

- Special services

Continuously develop and improve

• Monitor performance over time• Change in response to feedback• Deal with complaints

- Surveys, emails, meetings

- Complaints and suggestions

- Changes you have made

- Complaints procedure

Use your resources imaginatively and effectively

• Finance - budget, value for money

• Transparency - where does the money go (NB fines)

- University policies

- Consortium purchasing agreements

- Benchmarking (SCONUL stats)

- Your budget

Contribute to improving opportunities and quality of life in the communities you serve

• Beyond the university• Environmental stuff• Charity stuff

- Reciprocal / access agreements

- Recycling / travel to work schemes

- Open days, work experience