About this Event
Frontline Futures: Library Customer Services in a Changing HE Landscape explores how frontline teams are adapting as UK higher education becomes more distributed, flexible and lifelong. As learning shifts beyond the traditional campus, library customer services are central to keeping support relevant, scalable and high‑quality. This year’s conference focuses on practical examples, emerging ideas and honest reflections on delivering services across multiple locations, digital platforms and partnerships.
Agenda
🕑: 09:00 AM - 09:30 AM
Registration and Refreshments
🕑: 09:30 AM - 09:40 AM
Introductions and Housekeeping
Host: Rachel Heastie, Chair of CSGUK
🕑: 09:40 AM - 10:40 AM
Keynote: TBC
Host: TBC
🕑: 10:40 AM - 11:15 AM
Staff Led Digital Upskilling: Building confidence through peer learning
Host: Deborah Munro, Aston University
🕑: 11:15 AM - 11:30 AM
Refreshments and networking
🕑: 11:30 AM - 12:00 PM
What Changes, What Stays the Same? Customer service across various sectors
Host: Andy Lacey, Royal Holloway University of London
🕑: 12:00 PM - 01:00 PM
Track one: One hour workshop (spaces are limited)
Info: The Queue Knows First: Why frontline staff are your best researchers: Richard Stitt, Queen’s University Belfast
🕑: 12:00 PM - 01:00 PM
Track two: 4 Lightening talks + Q&A
Info: a) Reducing the sensory burden: UCC Library's Quiet Room
Shona Thomas, University College Cork.
b) Engaging with Library Users Through Channels Other Than Social Media: A case study of Ravensbourne University London Library Irina Smith, Ravensbourne University London Library.
c) Enhancing Spaces in Our LRCs to Benefit the Student Experience
Rory Geraghty and Gemma Downing, University of Hertfordshire.
d) ‘Am I allowed to be here?’ Investigations into library anxiety within the special collections environment
Daisy Stafford, University of Edinburgh
🕑: 01:00 PM - 02:00 PM
Lunch and networking
🕑: 02:00 PM - 03:00 PM
Student Panel
🕑: 03:00 PM - 03:25 PM
All Roads Lead to Here - the collaborative desk approach
Host: Jen Jones, Cardiff Metropolitan University
🕑: 03:25 PM - 03:50 PM
Navigating Large Scale Transformation: reflections, realities & lessons learnt
Host: Beth Parry, University of Leeds
🕑: 03:50 PM - 04:00 PM
Closing remarks
Host: Rachel Heastie, Chair of CSGUK
🕑: 04:00 PM - 05:00 PM
Drinks and networking
Event venue & nearby stays
M Shed, Wapping Road, Bristol, United Kingdom
Concerts, fests, parties, meetups — all the happenings, one place.