Library Guides
Library Guides
The Library Experience Framework notes that exceptional client service occurs when Library Services provide service that goes above and beyond client expectations, creating positive experiences that result in high levels of client satisfaction and engagement.
All library services and processes are subject to continual assessment, review and ongoing improvement. We are committed to developing innocative methods and practices that enhance the quality of service.
A great library experience involves actively assessing, anticipating and meeting client needs and expectations. Quality service is that which adds value to the provision of services by focusing on the delivery of timely, relevant and accurate information and assistance.
The Team Leader, Library Experience leads this exceptional team of staff to deliver quality library services to staff, students and community members. The Team Leader liaises with internal staff and external providers regarding facilities, services and debt collection. The Team Leader approves timesheets and leave requests for members of the Library Experience team.
Librarians within the Library Experience team provide exceptional library services and assistance to staff, students and community members via the Library Help Desk, Chat, online and through social media platforms. Librarians provide appropriate levels of client assistance and referrals as needed.
This role includes:
Library Experience Officers (LEOs) and Librarians provide exceptional library and information service at frontline service points and support the Library Experience team, primarily after hours. Officers/Librarians liaise with Library and University staff in various roles.
Library Experience Assistants (LEAs) provide exceptional library and information service at the library’s service points in person and online. Assistants are responsible for opening and closing the library and have daily tasks to complete.
Your role includes:
Rachael McGarvey - Team Leader, Library Experience
W - 4781 6176
M - 0411 277 322
E - rachael.mcgarvey@jcu.edu.au
Claire Swift – Manager Education Engagement
W - 4781 6753
M - 0413 692 264
E - claire.swift@jcu.edu.au
Access these documents relevant to your role on Confluence:
Please Note: These documents are currently being updated to reflect the changes from the PSC
We acknowledge the Australian Aboriginal and Torres Strait Islander peoples as the first inhabitants of the nation and acknowledge Traditional Owners of the lands where our staff and students, live, learn and work.
This work is licensed under a Creative Commons Attribution-ShareAlike (CC BY-SA) 4.0 International License, unless otherwise noted. Content from this Guide should be attributed to James Cook University Library. This does not apply to images, third party material (seek permission from the original owner) or any logos or insignia belonging to JCU or other bodies, which remain All Rights Reserved.