‘Thanks for being awesome’: using the learning organisation model to enhance university library and IT client service

Abstract

Libraries are increasingly expected to demonstrate their value to parent organisations and show an ability to be flexible and adaptable in a rapidly changing environment. A change in organisational structure provided the catalyst for student IT support services to be delivered from the Research and Learning Support (RLS) directorate within the Information Services department at the University of Western Australia (UWA). The need for a flexible, adaptive and productive approach to learning and development led to adopting the learning organisation method for the delivery of this new service model. The authors devised a service implementation method that used the development of both people and the organisation, including engagement with all levels of staff, the development and delivery of a training programme, and mentoring. Opportunities for practice and reflection were embedded and included peer-to-peer learning. The integration of student IT support into traditional library inquiry services was an ambitious goal. The integrated approach has provided staff with a much broader skill set and increased interaction with clients. It sets the libraries up as the experts in student IT support on campus and meets the university's strategic aim of an enhanced student experience. Although the method was devised for this particular organisational change it could be applied to other areas of need, particularly as the learning organisation approach has become a more integrated part of the organisational culture.