OU Library Community: The Library Helpdesk

The OU Library Helpdesk is available 24 hours a day, 7 days a week – and receives an average of 2000 information resource-related enquiries every month. Coming in via phone, email, web chat and even in person, these queries come from students, academics and researchers, and the general public! Matthew and Venetia, two members of the helpdesk team, have shared some of their experiences.

[[[image-0 medium left]]]The range of topics dealt with by the helpdesk team is huge – they help with referencing queries, they track down specific resources, and help resolve issues with accessing and using those resources. Matthew says, “Sometimes students call in and they are very frustrated, but I can help show them the solution. It’s reassuring for them to know that finding information within the library might feel difficult the first few times that they do it, but like anything it gets easier with practice.”

The types of queries that the helpdesk receives has changed a lot over the years – “When the internet was first really starting to be used by the OU, a lot of the queries we had were what we would consider extremely basic now.” Remembers Matthew. “We had people calling in not knowing how to click on links, or not knowing what the egg timer was (back in the days of dial up). Now that most people have at least a basic knowledge of the internet, we get a lot fewer technical questions and more “librarian” type questions.” “Although we do have a lot of older students.” Remarks Venetia. “Sometimes they are studying for the first time in over 50 years - one gentleman I spoke to was 92 and had just started his undergraduate degree, which I found really remarkable! They are often completely unfamiliar with computer technology, and they are learning the basics of this whilst at the same time embarking on their studies.”

While every member of the helpdesk team helps with all sorts of queries, they all have one area that they really enjoy. Matthew really enjoys searching and finding things: “If a student only has a vague idea of what they are after, it’s a challenge for me and even more rewarding when I do find the right book or article for them to complete their assignment.”

[[[image-1 medium right]]]Venetia really enjoys talking to our students. She says, “I particularly admire and am amazed by those students that belong to the older generations. I admire them for their perseverance and willingness to learn in an academic environment, to use technology, sometimes with having no prior experience of higher education or with the use of technology, and often with other issues such as sight or hearing difficulties.”

The main aim of the helpdesk is to help you to find what you are after – whether that’s finding a specific resource for your assignment, some background reading to expand your knowledge, or helping you find a way to access the information if you are having difficulties. We believe that this should always be as easy as possible for you – and our goal is to help you gain confidence in your abilities as you progress through your studies. After all, everyone was a beginner once!

You can find details on how to contact the helpdesk on the OU Library website.