James Hardiman Library

Why is the Library creating acommunications plan? Well, in a noisy world that’s clamouring for your attention we want to ensure you, ourstakeholders, can hear us. A communications plan helps us do this to best effect. Aplan gives a structure to our efforts. It makes us systematic as we develop and reviewthe material, methods and content we use to communicate with you. It helps us beconsistent with the University’s strategic goals. It also helps us measure just howeffective we are at communicating.

This plan does not replace one-on-one contacts between Library staff and you. In fact,building informal working relationships assists communication and we seek toencourage that.

Clear and ConsistentEvery member of staff has a responsibility to deliver unambiguous, clearly-expressedand reliable messages to our users. To this end we are developing a series of modeldocuments for the communication of core activities. We are harmonising the languageand terms we employ to describe key activities by producing a Glossary of LibraryTerms. An associated Style Guide will also help us be more consistent.

ResponsibilityEffective communication is a responsibility of all Library staff and all Library staff willbe involved in implementation of the Communications Plan. Overall responsibility forthe implementation of the plan lies with the Library Senior Management Team.

A Library CommunicationsPlan

3

Our Strategyl We will promote “using the Library”, on-campus and off-campus, as an integral part of the

student experience- We will do this through presentations, tours, training and associated printed and online

material- We will embed Library orientation into academic programmes throughout the first semester- Our Subject Librarians will promote the Library throughout the year in talks and in written

communications with their student and staff constituencies.l We will promote staff expertise through exposure via articles in the Library Newsletter and

elsewherel We will be consistent and accurate in all our written communications

- We will create templates for notices, hand-outs and posters- We will create an approval workflow, to ensure only approved documents are widely circulated- We will endeavour to be consistent regardless of the communications channel employed

l All future Library project plans will have a communications plan element in the ProjectInitiation Document- Our existing template will be augmented to cover

l Responsibilitiesl Contentl Delivery methods and channelsl Timings

l We will cater for different communications preferences by using a variety of channels andformats, including social media.

l We will develop policies for social media to define the parameters of how each service is utilised l We will form a Library Communications Team to keep you informed of all Library

developments

Library communications Plan ObjectivesThe objectives of this Communications Plan arel To enhance communications between the Library and its stakeholders through clear

and consistent messages over a wide range of communications channelsl To increase user satisfaction with Library communicationsl To promote the Library as a high quality resource for the NUI Galway communityl To increase awareness and use of Library facilities, services and resourcesl To improve and expand the channels of communication available including channels

for feedback and input.

What we want to sayl We are dedicated to supporting students, staff and researchers throughout their time

at NUI, Galwayl We are friendly, knowledgeable and professional and want to help you.l The Library is a great place to study with excellent facilities which are improving all

the timel We have a range of helpful face-to-face and online servicesl The Library bristles with state-of-the-art electronic resources and has a valuable

print collection.

54

What we want to say to youl Your Library holds 30,000 journals and 500,000 books in both print and

electronic format.l The Library website incorporates the Library catalogue and is a gateway to an

extensive collection of printed and electronic resources.l Your Library contains a variety of study spaces, including quiet zones, group study

rooms and short stay areas.l We deliver extensive face-to-face training and a growing body of electronic

supports in how to use the Library services and resources. l Two PC suites and stand-up PC’s throughout the Library are available where you

can logon with your university account for access to internet, email and standarddesktop applications.

l The Library is a great place for WIFI with special infrastructural arrangements toensure top quality connectivity for a large number of users.

l Our Library & IT Services Desk deals with both Library and IT queries.l We try to provide self-service options to students where possible, but if you need

help, that’s OK too, and we’re happy to assist.l Our professional librarians have subject expertise in specific disciplines and are

eager to meet youl We can help you with essay-writing through our Academic Writing Centre

Specific key strategies and actionsWe will inform new students about Library resources, facilities and services as soonas they begin studies at NUI Galwayl We will offer regular tours and training during the academic yearl We will ensure online training resources are accurate and currentl We will maintain and review the Library websitel We will regularly update all information screens

Connecting with students through popular medial We will develop a social media strategy and policyl We will continue to gather your feedback and we will act upon itl We will maximise the availability of subject support staff

Undergraduate Students

76

All the messages we have for fulltime undergraduates are also aimed atpart-time undergraduate students. However, we would like to let part-timestudents know what we are doing specifically for them.

What we want to say to youl We support part-time and off-campus students through extended opening hours in

the evenings and weekendsl We provide extended borrowing periods for part-time and off-campus studentsl We provide training sessions in the evening on how to use the Libraryl You can get off-campus access to databases, e-journals and e-books l We use an online helpdesk and ticketing system available 24/7 that you can use

remotely at http:// servicedesk.nuigalway.ie

Specific key strategies and actionsl We will seek to inform new students on Library resources, facilities and services as

soon as they begin their studies- Offer tours and training during orientation- Ensure online training resources are accurate and current- Regularly update the printed Library Guide information brochure- Ensure all Library website pages are correct- Update all information screen on a weekly basis- Keep online social media updated

l Connect with students through popular media- We will further our use of Twitter and Facebook- We are developing a social media strategy and policy

l Where possible we will provide remotely accessible online alternatives to paper ones

8

Part-timeUndergraduate Students

Specialist facilities are available to all students who are registered with theUniversity’s Disability Support Office.

What we want to say to youThe Library aims to provide an equitable learning environment to assist all students becomeindependent learners and highly skilled graduates.

A full-time Assistive Technology Officer from the University Disability Support Office isavailable in the James Hardiman Library.

Additional services for students registered with the Disability Support Service include:l An Assistive Technology Area where registered users can utilise PCs, study spaces and

sound proof booths.l Assistive Technology training is put in place at the beginning of each semester e.g. Text Help

for Exams, Mind Mapping using MindGenius, Time Management etc.l Via the Assistive Technology Officer, we offer a service for the acquisition, and where

necessary the creation of alternative accessible-formats for course-related texts.l Extended loan periods and additional borrowing to undergraduate students are availablel Comprehensive details are available on the Library website.

Specific key strategies and actionsWe will investigate how we can provide information on all our services in the most requestedalternative formats.

We will aim to have alternative formats ready at the earliest possible opportunity.

We will introduce a one-to-one session with our shelving staff to ensure you can locate thematerial you need.

We welcome assistance dogs and we will provide water where necessary

9

Users with Disabilities

What we want to say to youThe Hardiman Building is a hub for research on campus

Your Research Services Librarian can help you with information and training on research best-practices.

We can promote your publications and research through Open Access Publishing on theUniversity’s Institutional Repository, ARAN.

We can provide advice and training on bibliometric services to help boost your research impact.

We can facilitate your access to scholarly materials: books, journals, electronic sources, archivesand Special Collections.

Through the Library you can get access to trained subject specialist librarians.

You can avail of our Inter-Library Loans Service giving you access to practically any printedpublication.

We can help you improve your research information management skills, show you how to usebibliographic software and help you obtain sound citation and referencing skills.

We provide access to leading technologies and research materials in digitised archives.

Specific key strategies and actionsl We will arrange and promote face-to-face consultations for postgraduate students with

dedicated subject librarians and research support staffl We will promote the Library's research support services within the campus research

community:

- Increase contact and communication between the Library, academic staff and schooldepartments

- Increase contact with graduate supervisors, Deans of Research and Research Office - Communicate to new graduate users during orientation- Promote Graduate Research Information Skills Module- Promote archival and special collections research material

l Investigate showcase events for graduate research through talks, seminars and exhibitionsat the Hardiman Building exhibition space and seminar rooms

l We will promote Library and Archives exhibitions, seminars and events to the graduateand undergraduate community

l We will have a dedicated Library and Research Services presence at postgraduate OpenDays and events

1110

PostgraduateStudents

What we want to say to youThe Library is striving to meet its commitments under Acht na dTeangachaOifigiúla 2003/ Official Languages Act 2003 and Scéim Teanga Oé Gaillimh2012-2015/NUI Galway Language Scheme 2012-2015

We will respond as Gaeilge to all correspondence received in Irish

We are committed to providing services through Irish in the following areas:l The Library & IT Service Deskl Special Collections & Archivesl Via the Subject Support Team for the College of Arts, Social Sciences & Celtic Studies,

including Acadamh na hOllscolaíochta Gaeilge

Specific key strategies and actionsl We will endeavour to publicise these services so that it is clear to Irish speakers where they

can avail of Library services through the medium of Irish using the G logo.l We will facilitate users who request other services through Irish in so far as is possible

within existing staffing resourcesl We offer general enquiry services in person as Gaeilge via the Library & IT Service Desk

and via telephone and emaill We provide key Library information resources as Gaeilge, e.g. The Library Guidel We offer specialist subject support and training through Irish by the subject librarian for

the College of Arts, Social Sciences & Celtic Studies (including Acadamh nahOllscolaíochta Gaeilge)

l We provide request forms in bilingual formats (book suggestion forms, book request, etc.)l We commit to acquiring and preserving material of special significance to the culture and

values of NUI Galway which includes Irish language publications and Irish Studies material l We provide all permanent signage in Irish l We offer Library tours and training sessions as Gaeilge on request

1312

Irish Language Users

What we want to say to youThe James Hardiman Library is home to one of Ireland’s primary repositories ofcultural and artistic record, with unique archival and monograph collections inTheatre, Literature, Irish studies, Gaeilge, and History. Continuous enhancementof our collections allows us to provide world-class educational support andresearch resources for our scholars. Donations to the Library are always welcome.Our Galway University Foundation office will work with you to assist withplanned or deferred giving such as endowments, annuities, and bequests.

Donations in kind, large and small, are a welcome supplement to our collections. Offers todonate books and other material are generally welcomed. Contributions of Books and Journalswhich develop and enhance our research collections and which are within the scope of ourCollection Management Policy are much prized and are well-cared for in our custody.

Key Strategies and ActionsA clear policy on appraisal and acquisition of donated special collections material is inpreparation and will be made available on the Library website, to augment the book donationpolicy already in place.

The Library acknowledges donor contributions in exhibitions of archival and specialcollections material.

A donated collection may be named in respect of the donor where a collection of material isaccumulated and / or created by a specific individual or group.

Donors will be invited and welcomed to public events featuring material from other donors.

We will strive to build and nurture valuable, cordial working-relationships with existing andprospective donors.

Library Donors

1514

Academic Staff

What we want to say to youThe Library strives to be a flexible and resourceful partner for Academic Staff throughan evolving range of services and supports for teaching and learning. (For our messagesfor the University Research Community, please see the separate section below.)

l We maintain and provide access to print resources, electronic resources, Special Collections,Archives and an Institutional Repository of the University’s research

l We have implemented a reading-list service that strives to ensure the material you recommend toyour students is available for them, in an appropriate format and in a quantity that is proportionalto the demand.

l We can help enhance the information skills and academic writing skills of your students byproviding training sessions as an embedded part of your academic programmes.

l We provide expert subject-based assistance with bibliographic and other resources as mediated byour Subject Librarian team and supporting Library staff

l We are striving to be responsive to your evolving needs by providing regular User Fora to obtainfeedback and through proactive liaison with departmental Library representatives

l The Library has a Collection Management policy in place that seeks to ensure up-to-date, balancedand comprehensive coverage of your subject to normal budgetary and space constraints

Specific strategies and actionsWe want to increase awareness of the services and resources offered to Academic Staff l We will provide a Library Orientation Programme for new staffl We will further promote our services to academic staff using Social Media and through the

activities of the Library Communications Group

We want to strengthen the relationships between Subject Librarians and Academic Staffl The Library provides training to academic staff on new databases and resourcesl We will offer embedded training in specific courses by arrangement

We want to increase use of the Library’s support services for research teaching and learningl We will ensure Library staff are fully involved in student inductionl We will further promote the Institutional Repository, ARANl We further promote utilisation of our Research Support Librarian

We will promote the Library as a central hub of the university particularly the new exhibit andmeeting space in the Hardiman Buildingl We will host more Library exhibitionsl We will host and promote more lectures and talks by academics within the Library

Increase participation and engagement from Academics and other Library usersl We will promote LibQUAL+ and other surveysl We will inform patrons of policy and procedure changes in a timely fashion

1716

The UniversityResearch Community

Our key messages for youThe Library is striving to put in place a world-class response to the challenge of meeting the needs ofthe University’s Research Community.

We are working to put in place easy-to-use supports that meet your specific needs, whether you are anearly career researcher, an established academic, a senior researcher or recognised internationalexpert in your field.

As partners in IReL, the Irish Research eLibrary, we already provide a world-class electronic Libraryservice comparable to any competing service in the international research community.

A key goal of our research support activities is assistance with maximising the research impact of yourwork. We do this through assistance with identifying the most impactful and relevant publicationsand outlets for your work and via Open Access Publishing in our standards-based repository, ARAN.ARAN is harvested by the National Repository, Rian and by Google.

We can also assist with calculation of citation scores, publication counts and your H-index.

We can help you improve your research information management skills, by showing you how to usebibliographic software that helps you keep on top of your ‘paper-mountain’.

Our Research Services Librarian can help with grant applications and funding requests

We are investigating how we might best assemble a response to your needs that will address allaspects of the research lifecycle.

Specific strategies and actionsl We will explore how data and information description, management and curation issues might best

be addressed by appropriate Library supports

l We are engaged in a research data-repository pilot project. This repository will seek to secure longterm preservation and good archival practices for research data, while allowing researchers toshare, keep control of and obtain recognition for their data.

l We will continue to foster engagement through librarian liason, the LibQUAL+ survey and futureiterations of our Research Survey

1918

Specific key messagesThe Library wants to build on the existing relationships we have with other Administrative Unitson campus.

The Library is keen to work with its partners on campus to automate process workflows.

We are reviewing the channels of communication we currently utilise with our campus partners

We have valuable information resources that may be of use to you in pursuit of your objectives

Specific key strategies and actionsContinue to assiduously follow the Integrated Support Services Strategic Plan and seek outopportunities to achieve efficiencies, and eliminate duplication.

Play our part in implementing a common Project Management Methodology to achieve aconsistent approach for delivering projects across campus.

Work more closely with Information Solutions and Services to further automate processes withour Campus Partners

Specific key messagesWe would like members of University General or Administrative Staff to know the following:l We provide access to our print and electronic resources for all staff of the universityl We value relationships with general staff and administrative staff and appreciate their input

and feedbackl Library staff provide assistance for all University personnel using Library resourcesl The Library and IT Service desk is located in the foyer of the Library and staff will answer

all 1st level Library and IT queriesl You can use the online Service Desk ticketing system to log Library or IT queries

Specific strategies and actionsWe will increase awareness of the services and resources offered to all staff of the university,monitor our performance and act on our findings.l Through the activities of the Library Communications Group, we will ensure targeted

communication to General and Administrative Staff l We will continue to monitor our performance and gather your feedback concerning Library

services through LibQUAL+ and other Library surveysl We will undertake appropriate actions from LibQUAL+ findings through incorporation in

our annual LibQUAL+ action plan and in further planning activitiesl We will report to you on progress on our LibQUAL+ activities through personalised email

2120

General andAdministrative Staff

Administrative Unitsand Campus Partners

Specific key messagesWe manage access to the James Hardiman Library for security and capacitymanagement reasons. You will need a visitor card to gain entry.

The Library operates an external reader scheme to cater for the general public.

Full details are available on the Library website See http://bit.ly/N2VRZN

Specific key strategies and actionsWe are committed to further community engagement and this is an importantcomponent of the University Strategic Plan.

We will utilise the Hardiman Building Foyer as a focal point for engagementopportunities afforded by exhibitions, events and talks.

We will publicise these opportunities in the local media.

We will endeavour to cooperate with local cultural and social organisations whenspecific opportunities arise surrounding book launches, exhibitions and events thatare germane to the activities of the University.

The General Public

2222

Library Contact Details

James Hardiman LibraryNational University of Ireland, GalwayUniversity Road,Galway, Ireland.

Telephone: 091-493399Email: library@nuigalway.ieWWW: http://www.library.nuigalway.ie