Journal Article

Putting peer support into action in the OU library’s enquiries team

Blunt, Michael, Manecke, Ute, Tsiplaki, Vasileia

2025

Overview

PurposeThe 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.Design/methodology/approachIn 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.FindingsOur 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.Originality/valueWe 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.

• Publisher: Emerald Publishing Limited,Emerald Group Publishing Limited
• Subject: Academic libraries / Best practice / Case studies / Confidentiality / Continuous improvement / Customer relationship management / Employees / Feedback / Internet resources / Learning / Librarians / Libraries / Library managers / Peer tutoring / Peers / Performance evaluation / Quality of service / Reflective practice / Small groups / Social support / Teams / User services