Understanding academics: a UX ethnographic research project at the University of York This is a repository copy of Understanding academics: a UX ethnographic research project at the University of York . White Rose Research Online URL for this paper: http://eprints.whiterose.ac.uk/132822/ Version: Accepted Version Article: Blake, Michelle and Gallimore, Vanya orcid.org/0000-0002-8913-1423 (2018) Understanding academics: a UX ethnographic research project at the University of York. New Review of Academic Librarianship. ISSN 1361-4533 https://doi.org/10.1080/13614533.2018.1466716 eprints@whiterose.ac.uk https://eprints.whiterose.ac.uk/ Reuse Items deposited in White Rose Research Online are protected by copyright, with all rights reserved unless indicated otherwise. They may be downloaded and/or printed for private study, or other acts as permitted by national copyright laws. The publisher or other rights holders may allow further reproduction and re-use of the full text version. 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Submit your article to this journal Article views: 381 View Crossmark data http://www.tandfonline.com/action/journalInformation?journalCode=racl20 http://www.tandfonline.com/loi/racl20 http://www.tandfonline.com/action/showCitFormats?doi=10.1080/13614533.2018.1466716 https://doi.org/10.1080/13614533.2018.1466716 http://www.tandfonline.com/action/authorSubmission?journalCode=racl20&show=instructions http://www.tandfonline.com/action/authorSubmission?journalCode=racl20&show=instructions http://crossmark.crossref.org/dialog/?doi=10.1080/13614533.2018.1466716&domain=pdf&date_stamp=2018-04-20 http://crossmark.crossref.org/dialog/?doi=10.1080/13614533.2018.1466716&domain=pdf&date_stamp=2018-04-20 Publisher: Routledge Journal: New Review of Academic Librarianship DOI: https://doi.org/10.1080/13614533.2018.1466716 Understanding academics: a UX ethnographic research project at the Universi- ty of York Michelle Blake Head of Relationship Management University of York York YO10 5DD michelle.blake@york.ac.uk +44 (0)1904 324927 Vanya Gallimore Academic Liaison Team Manager University of York York YO10 5DD vanya.gallimore@york.ac.uk +44 (0)1904 324490 Abstract https://crossmark.crossref.org/dialog/?doi=10.1080/13614533.2018.1466716&domain=pdf mailto:michelle.blake@york.ac.uk mailto:vanya.gallimore@york.ac.uk Understanding academics 2 In Spring 2016 the University of York launched a research project to better understand academic ゲデ;aaく AﾏHｷデｷﾗ┌ゲﾉ┞ デｷデﾉWS けUﾐSWヴゲデ;ﾐSｷﾐｪ AI;SWﾏｷIゲげ デｴW ヮヴﾗﾃWIデ IWﾐデヴWS ;ヴﾗ┌ﾐS デｴW ┌ゲW ﾗa ゲヮWIｷaｷI ethnographic methodologies and in particular two UX techniques: cognitive mapping followed by semi-structured interviews. The use of UX methodologies put the academics at the centre of the interviews, focussing on what they wanted to talk about rather than working through a pre- determined set of questions. Following the interviews, a five-stage methodology for managing and analysing the research data was developed. Ultimately, the research has led to a number of key ﾗ┌デIﾗﾏWゲぎ ; ゲWデ ﾗa けケ┌ｷIﾆ ┘ｷﾐゲげき ; ゲWデ ﾗa ﾉﾗﾐｪWヴ-term practical recommendations; an evidence- based synthesis which seeks to define and explain academic life and understand the key motiva- tions, frustrations and aspirations for academics; and finally an analysis of the key themes from the interview data. Keywords Academic staff University libraries Usability UX Ethnography Introduction In Spring 2016 the University of York launched a research project to better understand aca- demic staff. Ambitiously titled けUﾐSWヴゲデ;ﾐSｷﾐｪ AI;SWﾏｷIゲげ the aims of the project were threefold: to gain a better understanding of how academics at York approach their research and teaching activities; to consider how Library services currently facilitate and support those activities; and to integrate the け;I;SWﾏｷI ┗ﾗｷIWげ into future service planning and de- Understanding academics 3 velopment of support for academics, ensuring that the Library continues to engage depart- ments in innovative ways that respond to both current and future needs. The project centred around the use of specific ethnographic methodologies and in particular two UX techniques: cognitive mapping followed by semi-structured interviews carried out by Academic Liaison Librarians (ALLs). The project was firmly rooted in evidence and what was happening at York, focussing on what practical steps the Library could take to support its academic community. The interviews carried out in Spring 2016 are a snapshot in time and encapsulate and represent the commentary and thoughts of a set of academics at York at that particular moment. Since then, events and circumstances have moved on, both in the world of academia and beyond (the TEF and Brexit, for example). Whilst this is not a literature review, the project reflected on the shifting trends and practic- es in academia nationally and internationally. Lanclos, for example, writes about the さﾏWゲゲ of academia 1ざ today and explores changing landscapes in academia, highlighting how new and emerging digital practices are fundamentally shifting the ways in which academics re- search, teach and access resources. The research carried out by Lanclos into these けmessyげ 1 Lanclos, D. M. (2016). Ethnographic approaches to the practices of scholarly communica- tion: tackling the mess of academia. Insights, 29(3), p 239. Understanding academics 4 shifts is reflected in the much broader UK Survey of Academics 2015, the けIデｴ;ﾆ;げ survey2. The survey analysed responses from nearly 7000 UK researchers to a questionnaire about behaviours and expectations of researchers in デﾗS;┞げゲ scholarly environment. The results from the Understanding Academics project aligned with findings from the Ithaka survey and research undertaken by Lanclos amongst others 3 , defining new directions in which academ- ia is moving and ways in which information services are starting to respond. The project had two key outputs; a synthesis of what it means to be an academic at York (motivations, frustrations and aspirations) and an analysis of the key themes emerging from the interviews. Due to the sheer volume of data generated from the interviews it is not possible to present the themed analysis as part of this paper. Instead this article focuses on the first output, namely the synthesis of academic life at York. Methodology User Experience or UX, as it is defined in the library context, is a suite of techniques based around first understanding and then improving the experiences people have when using our 2 Wolff-Eisenberg, C., Rod, A. B., & Schonfeld, R. C. (15 June 2016). UK Survey of Academ- ics 2015: Ithaka S+R | Jisc | RLUK. Retrieved from Ithaka S+R website http://www.sr.ithaka.org/publications/uk-survey-of-academics-2015/ 3 Including Adams (1998), Bazar (2006), Boyd, P., & Smith, C. (2016), Darabi, M., Macaskill, A., & Reidy, L. (2017), Gregory, M. S.-J., & Lodge, J. M. (2015), Hoffman, A. J. (2016). For a full list please see the bibliography. http://www.sr.ithaka.org/publications/uk-survey-of-academics-2015/ Understanding academics 5 library services. It utilises ethnography and design to achieve this. Andy Priestner defines says ethnography “is simply a way of studying cultures through observation, participation and other qualitative techniques with a view to better understanding the subject’s point of view and experience of the world. Applied to the library sector, it’s about user research that chooses to go beyond the default and largely quantitative library survey, with a view to ob- taining a more illuminating and complex picture of user need. These are often hidden needs that our users do not articulate, find it difficult to describe, are unwilling to disclose, or don’t even know that they have – which special ethnographic approaches are perfect for drawing out.4” This project used two ethnographic techniques: cognitive5 maps and semi-structured inter- views. To prepare for the project, ALLs received training in neurolinguistic programming, business analysis tools and effective questioning and listening skills. The methodologies were tested on three volunteer academics. Minor changes were subsequently made to the process and 97 interviews were carried out across all three faculties (an average of four per department). The project drew on an additional 45 interviews that had been carried out immediately prior to the formal project using more traditional interview techniques. All academic departments 6 took part in the project. 4 Priestler, A. (2015, May). UXLibs: a new breed of conference. CILIP Update, p. 31. 5 For an explanation of cognitive maps and how to use them see Asher, A. , Miller, S. (2011). So You Want to Do Anthropology in Your Library? or A Practical Guide to Ethnographic Re- search in Academic Libraries. The Erial Project. Retrived from http://www.erialproject.org/publications/toolkit/ 6 All departments were included with the exception of the Hull York Medical School (HYMS) https://andypriestnertraining.com/ Understanding academics 6 At the start of the interviews, academics were asked to draw a cognitive map of how they prepare for a new module or a new research project, showing each of the key stages, along with the systems or tools needed to make them work and how they link together. The task was deliberately broad in order to understand how academics worked, what they prioritised in their thinking, where the Li- brary fitted in with research and teaching activities and where any missed opportunities for support might be. Academics were asked to talk through their cognitive map and a semi-structured interview took place using open questions to facilitate discussions based on what academics wanted to talk about rather than going through a pre-prepared set of questions. In order to help process, analyse and manage all the project data, a five-stage methodologi- cal approach was developed which involved: conducting and writing up the ethnography; coding and analysing the data in NVivo qualitative software (against a set of key themes); assigning themes for further analysis; developing project outputs and recommendations; and finally disseminating results for wider comment. The key themes of resources, digital skills and tools, research support, and digital and virtual spaces were central to the project and created all the main streams of work and subsequent actions. Synthesis at York Academic life at York is at once varied, rich, challenging, pressured, all-consuming, stressful, energising and motivating. Each academic interviewed for the project experiences their job and the University in their own individualised way depending on the department they are in, whether they are carrying out research or teaching (or both), what their previous experi- Understanding academics 7 ence in academia has been, how well supported they feel in their professional development, what feedback they receive from students (either individually or through local and national- ised surveys), and how individual personal circumstances impact on their work-life balance. It is perhaps not advisable to overly generalise about what it means to be an academic at York; however there were enough similarities emerging from the interviews to be able to articulate some broad themes and issues that help identify and explain the shifting scholarly environment in which academics now operate. Motivations The opportunity to be part of a scholarly research community, and in particular working with students and colleagues, is central to what motivates and enthuses many of the aca- demics interviewed in the project. Academics talked with real passion about their research areas in particular, their collaborations with colleagues around the world, and being able to encourage and motivate new students into that world: さTｴW academic conversation is extremely important and, following it, taking some of it and pitching it to ゲデ┌SWﾐデゲくざ Social Sciences researcher The nature of the academic role provides some academics with a challenging and stimulat- ing balance between their own research activities and teaching students: さI Sﾗﾐげデ think Iげﾏ a researcher who is forced to do teaching, I Sﾗﾐげデ think of myself as a teacher who fits in a bit of research. I think デｴW┞げヴW pretty equally important to me and I enjoy them both ...The idea of just being a researcher would send me round the bend, Understanding academics 8 and the idea of just teaching would send me round the bend. I like being an academic. I like the public, sociable side and I like then going away and shutting the door and get- ting on with my ┘ﾗヴﾆくざ Humanities researcher Academics are genuinely motivated by their research activities and providing their students with the best possible student experience. That may partly be the inevitable result of na- tional surveys such as the NSS and PTES/PRES, as well as internal University targets and drivers; however there was an overwhelming sense from the academics interviewed that they enjoy working with their students, that they are committed to teaching them in the best ways possible, and that they invest a huge amount of time and energy in supporting and developing departmental teaching agendas and initiatives. Many put the needs of their students above their own needs, working long hours to accommodate student requests, re- spond to feedback, prepare for classes and mark assignments. さ“デ;ヴデ of this term was manic. I had practicals this term on Monday and Friday that fin- ished at 6pm in the evening, that takes out big chunks and デｴWヴWげゲ nothing you can do. You either work out of hours or it SﾗWゲﾐげデ get SﾗﾐWくざ Science academic Motivations around research and teaching may help to explain the long-hours culture within which many academics operate; yet that long-hours culture is often an accepted part of ac- ademic life. The Library as an enduring, appealing physical space was also commented on by many aca- demics interviewed. They enjoy working in the Library when they get the chance to because Understanding academics 9 it is possible to get more work done without being interrupted by a knock on the office door. Some said that they would like to work more in the Library, however, but were not able to due to noise levels or guilt about taking precious study space away from students. さI think ｷデげゲ amazing [the Library] and I sometimes come here just to work, to get away from the department. At the moment ｷデげゲ a bit full so I have been over to the Library in town ｷﾐゲデW;Sくざ Social Science Academic This importance of Yﾗヴﾆげゲ physical library at York is captured by one of the academics in a recent blog post (Beer, 2017) 7 . Frustrations Many frustrations were raised during the interviews with staff acknowledging that the in- terviews themselves were a cathartic process. There was a genuine appreciation from aca- demics that someone was taking an active interest in them, and affording them the oppor- tunity to reflect on their work and their lives as academics. In particular, a number of academics interviewed outlined the range of different roles, tasks and responsibilities that they are increasingly expected to take on in response to a new fi- 7 Beer, D. (2017). Writing in the Library: some brief reflections on an evocative writing space. Medium. Retrieved from https://medium.com/@davidgbeer/writing-in-the-library- 9222ef73753f https://medium.com/@davidgbeer/writing-in-the-library-9222ef73753f https://medium.com/@davidgbeer/writing-in-the-library-9222ef73753f Understanding academics 10 nancial reality and rising student expectations. For academics who have been in the profes- sion for many years, there has been a significant shift in responsibilities and accountabilities which can feel overwhelming at times. さIa you speak to most academics they will probably be at capacity or overworked. We are a very different place and academics like me have seen things change ヴ;ヮｷSﾉ┞くざ Hu- manities academic Many academics are juggling a variety of demands at once and this can be particularly acute for academics in smaller departments who still have the same number of demands on them but demands which have to be carried out by fewer people: さWeげ┗W got the same number of significant admin roles as a big department but far fewer people to spread them around. They roll them around a lot more. They tend to say - spend two years in this role and then you can have time without an admin role but デｴ;デげゲ just not happening with ┌ゲくざ Humanities academic In particular, increasing administrative tasks are placing a considerable burden on academ- ics who have to balance these with their ongoing research and teaching activities. さIげﾏ spending most of my life at the moment doing all the planning for this depart- ﾏWﾐデげゲ research strategy and other performance supervision and all sorts of other admin. Iデげゲ that, デｴ;デげゲ the big issue. And of course having time for that is very, very difficult because often ┞ﾗ┌げヴW in permanent crisis mode. You think ┞ﾗ┌げ┗W got time Understanding academics 11 for some research then suddenly ｷデげゲ けH┞ the way we need this document by tomor- ヴﾗ┘げ and suddenly that time is ｪﾗﾐWくざ Humanities academic Departments have workload allocation models which allocate time to academics for admin- istrative tasks, research and teaching activities. Some departments seem to be better at or- ganising these allocations for their staff than others. The reality for most academics, in fact, seems to be much more pressured, with many finding it difficult to maintain an even bal- ance, particularly at certain times of the year. Term-time is inevitably focused on teaching and administrative work, with research activities often falling during the long summer vaca- tions. Academics evolve their own systems for managing workloads and spreading things out across the year. さIげ┗W been writing an article for two years now. It could take ten years to write a [named subject] monograph. People don't realise that. But デｴ;デげゲ also with the very, very heavy teaching loads we have in [name of department]. Effectively the biggest time for re- search I get in a teaching year is August, and if you've got a family, the time is very re- ゲデヴｷIデWSくざ Humanities academic さ‘WゲW;ヴIｴ really only tends to happen at the weekends. For a normal member of staff, the week is pretty filled with things which are not necessarily conducive to research, es- pecially during term-time, ｷデげゲ rare that you finish a paper. Yﾗ┌げヴW always hoping for the- se breaks. I think just for this reason, research is always where you can take time away from urgent things that need to be done. Iげﾏ not sure how good we are at noting when people take their annual leave but デｴWヴWげゲ a well-known tendency that people tend to Understanding academics 12 work 50-60 hours per week and have maybe half their holidays just in order to bolt on the ordinary demands, some research activity, because デｴ;デげゲ always the thing that comes last. You can never say けIげﾏ not going to mark these scripts because I have some research to Sﾗげが you can never say that, thWヴWげゲ always a deadline for marking, ｷデげゲ al- ways tomorrow, you I;ﾐげデ say けIげﾉﾉ bring them in two days ﾉ;デWヴげ to do some research. But the other way is perfectly legitimate and ｷデげゲ up to you how you do your ヴWゲW;ヴIｴくざ Science researcher Linked to these pressures are the challenges of having to publish a specific number of re- search outputs in any one year, where to publish, metrics as an individual and bringing in research income which is vital for individual departments and the institution overall: さくくく tｴWヴWげゲ a certain subset of journals, three or five journals, that everyone should pub- lish in. Iデげゲ good for your CV, good for your promotion and everything, to publish in those ﾃﾗ┌ヴﾐ;ﾉゲくざ Social Sciences researcher さIa ┞ﾗ┌げヴW bringing in money, デｴ;デげゲ all they care ;Hﾗ┌デくくくYﾗ┌げヴW only worth something if ┞ﾗ┌げヴW bringing in ﾏﾗﾐW┞くざ Humanities researcher さAﾐS デｴW┞げヴW constantly REF REF REF funding funding funding, and you end up working all your evenings and ┘WWﾆWﾐSゲくざ Humanities researcher Such pressures and demands can ultimately impact on academic creativity and innovation: Understanding academics 13 さIデ is very important to say that the creativity is the hardest part because as an academ- ic you get almost no time to think. I work part time, most of my time is taken up with admin, teaching and supervising ゲデ┌SWﾐデゲくざ Science academic さAHゲﾗﾉ┌デWﾉ┞が we have guidelines as to how many papers we have to publish every year because of these assessment exercises so, yes, but we try to implement them very soft- ly as research is something which ｷゲﾐげデ happening linearly, research requires that you just sit there and stare into the air for hours. And then after three weeks, maybe some- thing happens! You I;ﾐげデ force it. The more you are under stress, the less creative peo- ple are so ｷデげゲ really hard to find these empty spaces for continuous reflection on the ヮヴﾗHﾉWﾏくざ Science researcher さI taught a course on [topic] which is a notoriously difficult piece of work, ｷデげゲ brilliant but difficult. And for that I was reading through with 3 or 4 commentaries every week, reading and writing lectures for 2 and a half days solidly. That was a different kind of preparation, it was actually quite exhilarating but you can only do that if you have no other responsibilities which at the time I SｷSﾐげデく When ┞ﾗ┌げヴW constantly seeing stu- dents, ┞ﾗ┌げヴW constantly interrupted, ┞ﾗ┌げ┗W got administrative responsibilities, you have a stack of emails waiting to be answered, you just I;ﾐげデ do デｴ;デくざ Humanities aca- demic There would appear to be no easy solution to the pressures of time and workloads. Nearly every academic interviewed for the project talked at some point about the challenges and pressures of modern academic life. Understanding academics 14 さIデげゲ very difficult to do anything in term time because of teaching and admin. It must do that for everyone and there ｷゲﾐげデ an easy solution. If there is IげS love to know ｷデぁざ Social Sciences academic There were a number of comments about dealing with a new generation of students coming through and some of the associated frustrations that academics feel when teaching them. Academics are adjusting to a generation who are used to reading in a very different way, if at all! Interactions with the Library have changed and those changes need to be recognised. The extent to which academics must then adapt their teaching to accommodate such changes remains unclear. さVWヴ┞ difficult to get students to read whole books - they just read a section or an article but not the whole book, the wider IﾗﾐデW┝デくざ Social Sciences academic "I Sﾗﾐげデ really know how to describe it. Iデげゲ kind of like ┘Wげ┗W kind of given them a drug or something and they are never going to go back now to looking at bookshelves. They just ┘ﾗﾐげデ do it. Maybe if I was stricter or something but ┘ｴ;デげゲ the point in that? If I did that they just ┘ﾗ┌ﾉSﾐげデ come to the seminar and then ｷデげゲ just a losing battle so ｷデげゲ got to be presented in a, I understand in a way it should be, really accessible, in an appeal- ing and systematic way...But if we I;ﾐげデ teach them to, デｴ;デげゲ such a skill, one of the best things about a [named Humanities] degree is to know nothing about a subject and then have a grooved way of approaching the material which includes asking the right questions, looking in the right places, being able to form a picture then analysing it and Understanding academics 15 writing about it and that's what we teach them. So if they Sﾗﾐげデ learn to use the Library then they are just not learning to do a big section of that." Humanities academic Aspirations Academics have aspirations for themselves, their colleagues and their students. For them- selves, many aspire to have more time for research activities in particular. There is a strong sense that York should be a research-led teaching institution and that teaching is greatly improved and informed by a strong research culture. Aside from comments about adminis- trative burdens, the importance of a continued focus on research-led teaching was one of the key themes raised by academics across all three faculties. さ‘WゲW;ヴIｴ-led teaching? We like to think so. Sometimes it happens in 3rd or 4th year. Although there are modules I can think of that the research edge is too far from the ma- terial that needs to be デ;┌ｪｴデくざ Science researcher さAﾉﾉ of this makes my teaching easy because all of the subjects I teach tend to be rapidly moving. Everything we have been using for teaching has been published within the last year. Iデげゲ just moving so fast. Therefore Iげﾏ using very current papers to design my teaching, and Iげﾏ thinking に Iげﾏ thinking about what conferences I have been to. All the time Iげﾏ melding my research and teaching, デｴ;デげゲ why I have so much time compared to other academics! It is so collaborative and content-rich that I am constantly learning from my ゲデ┌SWﾐデゲくざ Humanities researcher Understanding academics 16 Conversations with students can be hugely stimulating and productive, and can ultimately help feed into the wider research process for academics: さC;ﾐ the teaching shape your research? Can the students add to this? Iげﾏ hoping so! Because, based on my experience with 3rd year students, doing dissertations etc., the biggest contributions are not so much questions asked but case studies. If I think about the questions they asked, they ┘WヴWﾐげデ earth-shattering, great, but it was kind of the se- lection of empirical cases or specific questions they asked about those things that were interesting and illuminating. The questions they ask are often better than MA students! The kind of conversations Iげﾉﾉ have, especially with three seminars, will actually be really helpful. Now how will they concretely help me and affect how I do research? Maybe not, but Iげﾏ sure two or three years from now I can look back after having done an in- terview, would I have asked that question if I ｴ;Sﾐげデ had that experience in a seminar years ago? I found that days after I do seminars in the morning, I often do much more writing that afternoon even though ｷデげゲ often ┌ﾐヴWﾉ;デWSくざ Social Sciences researcher One academic in the Social Sciences is actively working on new ways of developing research- based teaching in the department to ensure that the course is attractive to current and in- coming students. The department had previously made much more of a distinction between teaching activities and research activities, but now the two are working together in a much more blended and integrated way. Postgraduate students taking this particular course are able to experience live-action, research-based teaching, as they are taken through practical research projects and encouraged to develop real world knowledge and a new skill-set which is already proving more engaging to the students. Real research is inherently interest- Understanding academics 17 ing for student recruitment and creates attractive, practical courses. More academics are wanting to work in these ways. A number of academics expressed a need for better personal support for their work and their professional development. To some extent, academics feel left to get on with things themselves which, for new academics in particular, can feel stressful. さIげﾏ finding the balance of teaching and all the other responsibilities of different jobs that Iげ┗W been given and new modules and all sorts of things, have severely restricted what Iげ┗W been able to do. And also getting a sense from anywhere of what is sensible and what you should be able to achieve, how to do that? You might get as far as け┞ﾗ┌ should be writing two articles a ┞W;ヴげ but HOW do I write those, should it be projects Iげﾏ already working on, do I need to find time to go and start some ヴWゲW;ヴIｴいざ Humanities Researcher For many academics, active collaborations with colleagues both within and outside the insti- tution are highly valued and help make them feel less isolated; indeed working with others is often seen as a strong motivation and aspiration. Across all three faculties, collaboration has become a central and highly active part of the academic research process: さTｴWヴWげゲ pretty much no project I do that ｷゲﾐげデ collaborative. TｴWヴWげゲ almost nothing I sit and do on my ﾗ┘ﾐくざ Science researcher Understanding academics 18 Collaboration is often built in inherently from the start of a research project and is part of the initial thinking around the project: さIゲ it small-scale enough to do on my own or would it involve others, if so ┘ｴﾗいざ Humanities researcher Academics talked about the importance of being able to discuss new projects with their col- leagues; however time pressures have meant that for some academics, they simply do not have the same opportunities for casual conversations with colleagues about their research. Where internal departmental collaboration works well seems to be where departments have actively considered how well their research themes work across the department as a whole, and have put in place various platforms for staff to discuss their research activities so that everyone knows what everyone else is doing. Research funding is often the driver behind many collaborative research projects: さGヴ;ﾐデゲ make research a much more sociable H┌ゲｷﾐWゲゲぁざ (Humanities Researcher). Outside specific research projects, academics draw on wider research communities for dis- cussion, networking and informal collaborations. A number of academics talked about the importance of attending conferences to find out and discuss new research taking place: さYﾗ┌ Sﾗﾐげデ want someone who is doing exactly what you're doing. What you want is complementary but non-competing ぷヴWゲW;ヴIｴへざ Science Researcher Understanding academics 19 Membership of societies is another way of engaging with the wider research community. Academics talked about their use of internal and external email groups to facilitate regular discussion on their research fields. This can be particularly helpful for small research groups who are working in highly specialist areas. Benefits and value of the research The academic synthesis was a key outcome of the project and has enabled the Library to gain in- depth knowledge and understanding of academic practice and needs. Having analysed the data about the lives of academics, it became apparent that many of their motivations, frustrations and aspirations have little or nothing to do with the Library, yet they can help us to understand what is going on in their world, what their key issues and priorities are, how these may impact on their rela- tionship with the Library and ultimately what they need from us. Those that did relate to the Library formed the basis of a series of developments and initiatives to improve services and support for ac- ademics over the past year. One of the key goals of UX is to be responsive and to be able to make immediate changes where you can rather than waiting for the project デﾗ aｷﾐｷゲｴく TｴW LｷHヴ;ヴ┞ ｷﾏヮﾉWﾏWﾐデWS ; ゲWヴｷWゲ ﾗa けケ┌ｷIﾆ ┘ｷﾐゲげ SWゲｷｪﾐWS デﾗ ;SSヴWゲゲ aヴ┌ゲデヴ;デｷﾗﾐゲ ;I;SWﾏｷIゲ W┝ヮヴWゲゲWSく Aﾐ W┝;ﾏヮﾉW ﾗa ; けケ┌ｷIﾆ ┘ｷﾐげ ;デ Yﾗヴﾆ ┘;ゲ changing the borrowing system to give all academics the same package as part-time staff, in essence giving them longer to return items if recalled. Another significant issue arising from the interviews was around our reading lists system which was an old, in-house system no longer fit for purpose. Data from the interviews was synthesised into 28 user requirements. These were subsequently used as part of the supplier selection. The Library has Understanding academics 20 subsequently launched the new reading list system and a recent focus group with academic staff confirmed that the new software is meeting their needs. AﾉﾗﾐｪゲｷSWが デｴW けケ┌ｷIﾆ-┘ｷﾐゲげ ;ヴW ; ゲWヴｷWゲ ﾗa ﾉﾗﾐｪWヴ-term recommendations which the Library is contin- uing to address. The themed analysis was condensed into three key areas which have formed the basis for the new Library Strategy (2018-2021): Space: How do we make the physical library virtual? How do we create a go-to online pres- ence that does the job of a physical library but in a virtual space? Scholarship: How do we make information available in an increasingly open, virtual and col- laborative scholarly environment? How can our strategy reflect and anticipate new direc- tions in accessing and using resources? Skills: What does it mean for us to be at the forefront of learning delivery? How will we en- sure a culture of Digital Skills curiosity and engagement, and who ultimately has responsibil- ity for developing digital skills literacies in staff and students across the University? The project has had a number of benefits and confirmed why it has been so important to undertake. Firstly, and perhaps most importantly, we have built up our relationships with academics across the university, many of whom we had not met before. We have new connections, and new and exciting possibilities for working with academics on emerging areas like digital scholarship. We have devel- oped an NVivo dataset of academic views across a range of topics which we use in other library pro- Understanding academics 21 jects to ensure that our vision for integrating the academic voice into our planning becomes a reali- ty. One of the most tangible benefits of the project has been developing the confidence and experience of the ALLs. The team have built up a lot of knowledge and experience of UX techniques and can see how it works in practice. UX is now key to our approach and we have established a group of staff to oversee its use across Information Services and to promote its wider application across the Universi- ty community. Our focus on UX has been highly commended by assessors for the Customer Services Excellence Award (CSE) which Information Services has achieved over the past few years, with the assessor in 2018 commentinｪ デｴ;デぎ さthe use of ethnographical research to help develop customer insight has come to fruition with recommendations in a number of projects." Finally, we are in discussions to partner with others to produce user personas based on behaviour (rather than based on role). This will maximise use of the data and allow further integration of the academic user voice into future service development both at York and at other UK HE institutions. Conclusion The project has been endlessly fascinating, opening a window into the world of academics and understanding more about how modern libraries can and should be supporting the aca- demic endeavour in the twenty-first century. It has demonstrated the importance of effec- tive relationships between the Library and its academic community, based on sound knowledge, understanding, evidence, respect and trust. Such relationships underpin all of the work that we do and demonstrate an ongoing commitment to the Uﾐｷ┗Wヴゲｷデ┞げゲ drive for excellence for all. Understanding academics 22 Understanding academics 23 Bibliography Adams, D. (1998). Examining the fabric of academic life: An analysis of three decades of research on the perceptions of Australian academics about their roles. Higher Educa- tion, 36(4), pp. 421-435. Asher, A. , Miller, S. (2011). So You Want to Do Anthropology in Your Library? or A Practi- cal Guide to Ethnographic Research in Academic Libraries. The Erial Project. Retrived from http://www.erialproject.org/publications/toolkit/ Bazaz, P. (2016). Are Academics Relevant in the Digital Age? Beer, D. (2017). Writing in the Library: some brief reflections on an evocative writing space. Medium. 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