A useful summary provided by Charles Barnett, our Library Business Partner.
The Library is well placed in relation to online service delivery with 90% of our collection in digital format, a relatively long history of providing chat and email services as well as a range of online access points (including CANVAS solutions). We continue to work with publishers to enable even more access and the good news is that many of our publishers and vendors are being flexible and accommodating. We are working hard to support you and out students through this complicated time.
We are currently focused on supporting the online learning and teaching needs as well as front facing Library services and study support. Our research support services will also continue with a range of digital solutions (webinars, digital HDR consultation solutions and online guides and tutorials).
As of today our service points are transitioning to an online support model with staff working away from service points (in the back office) in preparation for a remote/working from home scenario. Study support services will be building capabilities in regards to online support over the next week or so. All sites remain open, however Peer mentoring services have been deferred. Some details below:
Ask the Library Chat service
- All Study Support staff (Library frontline, Literacy Librarians, Academic Skills Advisers literacy/writing and numeracy/STEM) to operate from the chat service 9.00am – 8.30pm
- Plan to introduce 24/7 support in chat with a ticketing system (ATL). Allowing students’ ease of access to the service anytime (this has been successfully trialled with Peer Mentoring in Singapore *details to be confirmed this week
- Back-up email address will also continue to be used should students be unable to access chat firstname.lastname@example.org
- All student landing pages and generic email accounts to refer and channel students to the Ask the Library chat service from tomorrow.
- Amnesty for students who have an overdue book or fine. These will be considered in a parallel process with timelines to be determined.
- Holds, Cross Campus requests will be suspended during the event of a library closure as the physical collection would be unavailable..
- All Peer Mentoring (including PASS program) to be deferred until further notice (were due to commence HE week 4) *this is to support volunteer Peer Mentors so they can remain focussed on their own studies
- Library Study Spaces to remain open for RMIT students.
- All physical Library service desks and Study Support Hubs to be closed with signage referring students to our fully digital service: Ask the Library chat service. QR code on digital and physical signage to link students straight to our chat services
- Increased cleaning services to be implemented for high traffic areas and computers within the Libraries at all sites.
Charles too will be transitioning to a working from home solution but is happy to answer more questions. Please feel free to contact him anytime.