The Open University Library’s Enquiries team developed and implemented a peer support and review process within its service. The aim was to develop a mechanism for staff that is supportive, shares good practice and informs learning and service improvement.
In this case study, members of the Enquiries team were randomly assigned into small groups that met every other month to provide constructive feedback on how they responded to customer enquiries. Enquiries were evaluated based on criteria such as the use of template answers, tone, referral procedures and consideration of EDI principles. Feedback collected from the groups was shared with the whole team during the Enquiries team meetings.
Our team has already seen benefits from the process which confirms it as a promising and useful tool we can use to improve our service. It allows the team to identify training gaps and areas for improvement as well as share best practice. Adjustments had to be made to the sessions’ frequency based on staff workload capacity. Concerns regarding the exposure of confidential information were also addressed.
We feel our approach is innovative and unique because it is tailored to the needs of the Enquiries team of a distance-learning institution. Our approach emphasises collaboration, reflective practice and continuous improvement.
