Engagement and impact as service drivers: a transferable model
Kay will share how her bespoke engagement and impact model is driving service culture, design and delivery at University Library Services, Sunderland.
She will reflect upon the key influences which have informed her approach and share some transferable techniques, including their experiments with data- visualisation.
She will illustrate their discussion with two examples, the first demonstrating how she has used value and impact evidence to inform strategic relationship management with academic staff and engage them as key advocates of the service. The second, sharing a new impact-led approach to annual reporting which is designed to engage University Executive.
Kay Grieves, Engagement and Impact Manager, University Library Services, University of Sunderland
Kay Grieves is Engagement and Impact Manager at University Library Services, University of Sunderland. Kay’s professional interests lie in strategic marketing, library performance, engagement and relationship management. Kay is a member of the Sconul Communications Advisory Group; Relationship Management in HE Libraries Steering Group and chair of the Northern Collaboration Value and Impact Special Interest Group.
Anthony will talk about his career in public libraries and how he has risen from a Saturday Assistant to a Head of Service within a 21-year career. Anthony will talk in particular about the importance of building influence in a political environment and the importance of engagement at all levels within an organisation to drive forward improvements.
Anthony Hopkins, Head of Library, Heritage & Adult Education Service, London Borough of Merton
Anthony Hopkins is the Head of Library, Heritage and Adult Education Services for the London Borough of Merton. He has over 20 years of experience working in public libraries and is the Past President of London Libraries, the Libraries Connected region for London.
Merton is renowned for having one of the most cost efficient library services in London whilst achieving some of the highest levels of customer satisfaction and usage. Anthony is an experienced consultant and has worked on transformation programmes for other councils in England. He has conducted LGA peer reviews and has recently been working on prevention work across social care and public health.
Chair: Juanita Foster-Jones, Online Learning Manager, CILIP
I am the Online Learning Manager at CILIP, and volunteer as Mentor and Candidate Support Officer for CILIP Cymru Wales. I achieved my CILIP Fellowship in 2017 and revalidated it in 2018. I manage the CILIP VLE and the Webinar Wednesday programme. I’m passionate about training and development and support CILIP mentors and CILIP professional registration candidates on a daily basis. When not at work I like to indulge my creative talents with crochet and art getting my inspiration from the beautiful Welsh landscape.