Ramsden, Bryony (2016) Learning from and supporting international students. In: CSGUK 2016 conference: Equipping Customer Services staff to provide accessible and inclusive customer service, 30 Nov 2016, London. (Unpublished)

During the second phase of the Library Impact Data Project [https://library.hud.ac.uk/blogs/lidp/] we found international students were comparatively low users of the University of Huddersfield library. This presentation discusses the approach taken and data collected to try and learn more about why international students in particular are low users. Initially, research utilised a primarily quantitative survey. Qualitative data was then collected using ethnographic methods to both gather information not normally discovered via surveys, and to help participants articulate their responses more easily. The research had only a small number of participants but proved revealing in the nature of the similarities found across the data.

Presentation at Customer Services Group UK conference 2016
csuguk.pptx - Presentation

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