- About Us
- Staff
- Customer Service Excellence
- University Library Annual Report
- Service Standards
- Measuring Our Performance
- Contact Us
- Health & Safety
- Privacy Notice
- Learning Edge Privacy Notice
About Us
Our aim is to help all learners make best use of our services to support their work or studies, whether on campus or at a distance. We are also committed to the further development of an inclusive learning environment.
Learning Services incorporates;
- Library Services – Ormskirk, Aintree and Manchester
- Media and ICT support
- Support for SpLD
- Academic skills
- Learning Technology Development (incorporating Blackboard)
These services are provided in Catalyst on the Ormskirk campus, at Aintree Library at the University Hospital Aintree and Manchester Library.
This site will provide you with an introduction to the wealth of resources (both real and virtual) available plus the staff expertise to help maximise these resources. Whatever your learning preference and need, our staff can provide direction, support, and guidance. We aim to be responsive to both learners’ needs and to the University’s strategic focus and direction.
Learning Services holds the Customer Service Excellence award.
Staff
Alison Mackenzie
Dean of Learning Services
alison.mackenzie@edgehill.ac.uk
Maria Mirza
Assistant Head of Learning Services
maria.mirza@edgehill.ac.uk
Donald Moffatt
Media Technology Development Manager
donald.moffatt@edgehill.ac.uk
Rachel Bury
Head of Academic Engagement
buryr@edgehill.ac.uk
Helen Jamieson
Head of Student Engagement
jamiesoh@edgehill.ac.uk
Lindsey Martin
Assistant Head (Learning, ICT & Media Technologies)
lindsey.martin@edgehill.ac.uk
Colette Capewell
Information Resources Manager
colette.capewell@edgehill.ac.uk
Michael Robinson
Learning Technology Development Digital Learning Manager
robinsmi@edgehill.ac.uk
Andrew Billington
Learner Support Manager
billinan@edgehill.ac.uk
Lorna Clarke
Aintree Library Manager/
Academic Liaison Manager (Health & Social Care)
lorna.clarke@edgehill.ac.uk
Ruth Wilson
Customer Service Excellence
Customer Service Excellence (CSE) is an award given by the government for excellence in customer service. Learning Services have held the award (previously known as Charter Mark) for over 12 years!
At our re-accreditation in January 2016 the assessor gave this feedback:
“There is a determination shown by staff to provide a quality service and go above and beyond expectations of customers. A positive caring attitude in their approach and an obvious interest in meeting their customers’ needs was evident during the assessment. It was clear that all staff are committed and motivated to promote the best service possible through a customer focused approach.”
As part of our commitment to providing an excellent customer experience we have a selection of service standards and key performance indicators.
We actively encourage you, our customers, to give us feedback on how you feel the service can be improved – we listen and take action if we possibly can. To give us some feedback simply fill in a comments form at any of our libraries or online. You can also contact us by email, phone, 24/7 live chat, text, or on Twitter or Facebook.
University Library Annual Report
We have recently published our annual report for 2015/2016. The report covers a review of the services and support we provide including key statistics.
Library Annual report 2015/2016
Service Standards
Our service standards set out the level of service customers can expect in key areas of Learning Services activities. These standards have been produced in consultation with our customers and monitor quality, timeliness and access to facilities and services.
Our performance for June 2018 Performance Against Service Standards.
Learning Services Service Standards 2017-18
How did we perform in the last academic year (2016-2017)? Find out here
Please do let us know what you think of our service standards, we want them to reflect what is is important to you, our customers. If you would like to provide any feedback on the standards, or would like more information about how we maintain and monitor the standards, please email Helen Jamieson helen.jamieson@edgehill.ac.uk.
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Measuring Our Performance
We are committed to providing high quality services, resources and facilities to all our customers. One of the ways we achieve this aim, is to use key performance indicators (KPIs).
Our KPIs for 17/18 are based around our values of customer service excellence, operational excellence and staff engagement. Our performance against our KPIs is assessed every term and published annually.
Contact Us
Telephone
Contact our help desk on 01695 650800 from 8.00am to 8.00pm Monday to Friday and 10.00am to 6.00pm at weekends, please check our opening hours outside of University term time.
Email/Text/24/7 Live chat
Visit ehu.ac.uk/askus
Postal Address
Catalyst, Edge Hill University, St Helens Road, Ormskirk, Lancashire. L39 4QP
Feedback
If you have any comments or suggestions about our service we welcome your feedback.
Please complete our online form.
Health & Safety
Privacy Notice
This notice should be read in conjunction with the University’s Privacy Policy https://www.edgehill.ac.uk/about/legal/privacy/
The following statement explains how Learning Services manage the personal data you may disclose to us e.g. when using the library system and resources, Learning Edge, booking and appointment systems and making enquiries.
Our aim is to respect your privacy and comply with the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and the Data Protection Act 2018.
What personal data we collect and what we do with it
The data you supplied on registering with the University is held under the terms of the Data Protection Act 1998. Some personal information is used to facilitate your library membership and access to the Learning Edge virtual learning environment. You may also provide some personal information on other occasions, for example, when contacting the Library with an enquiry, setting up an appointment or accessing our SpLD support services.
Protecting your personal data
We are committed to ensuring that your personal data is secure. In order to prevent unauthorised access or disclosure, we have put in place procedures to safeguard and secure the information we collect from you.
Library management systems
The Library manages library interactions through the Soprano Library Management System (LMS) from Capita, Discover More via Summon from ProQuest, a referencing citation tool RefWorks, and reading lists through Talis Aspire. We also use the Connect 2 system to manage media equipment loans. These systems are hosted on secure servers off campus but are subject to the code of conduct for staff and students. In using any of these tools, there will be some data which is stored and used depending on the service being accessed.
Data about loans are not divulged to third parties. If an item on loan to you is required by another user, the Library will act as broker and recall the item anonymously on behalf of the requestor.
Specific privacy statements:
Capita Soprano – https://www.capita-fhe.co.uk/privacy-notice?dm_i=4OOJ,9SDE,3D69A0,12UW2,1
Summon (ProQuest) – https://www.proquest.com/about/privacy-statement.html
Talis Aspire – https://talis.com/legal/nov13/privacy/
RefWorks (ProQuest) – https://www.proquest.com/about/privacy-statement.html
Using third party databases to access resources
It is in the University’s and your legitimate interest to use databases of resources provided by third parties. However, please be aware that if you choose to use the added functionality of external sites, for example Lynda.com or Box of Broadcasts, to create personalised lists of resources, they will have different privacy notices. The University strongly advises that you read any privacy notice from such third parties before engaging with their services.
Lynda.com and Box of Broadcasts do require Edge Hill staff and students to create an account before they can access the service as resources within the databases can personalised. Their Privacy policies can be found here:
Lynda.com – https://www.edgehill.ac.uk/ls/lynda/privacy/
Box of Broadcasts (BoB) – http://bufvc.ac.uk/aboutus/privacy/privacy-and-cookies-policy
Using enquiry services or online forms
We use electronic forms to gather personal information for purposes directly related to a service e.g. requesting help and support. Email enquiries to general email addresses or individual members of staff may also include personal information. The information collected will only be used in relation to that service or purpose for which it was given.
Ask Us is the online knowledge base which includes the opportunity to email the help and support team. Contact with the team is managed through Springshare.
Springshare – https://springshare.com/privacy.html
EHU Central (mobile platform for University apps)
EHU Central is the University’s mobile platform and provides a single point of access to apps including Learning Edge, library catalogue, Discover More, PC availability, news and events. Your contact information, for example your name, Edge Hill email address, username is obtained in order to administer your account and enable you to interact with the apps,. The EHU Central platform is managed by Modolabs.
Accessing Learning Edge and third-party tools within Learning Edge
See the Learning Edge Privacy Notice for Learning Edge tools and systems.
Using the UniSkills and SpLD support services and Catalyst booking system
The data we use to populate bookings and appointments comes from Edge Hill’s Student Record System. This information is subject to the code of conduct for staff to ensure the proper use of this information https://www.edgehill.ac.uk/documents/fair-processing-student-personal-information/
The Careers department also provide services and students can refer to the Careers Department privacy statement
| WHAT WE DO | OUR LEGAL BASIS UNDER GDPR |
| Deliver our contract to provide help and support and training to you | Article 6(1)(b) – this is necessary for the performance of our contract with you. Without it we will not be able to process your request for support. Article 6(1)(e) – this is necessary for our legitimate interests. |
| Deliver our contract to provide academic support to you. | Article 6(1)(e) – this is necessary for our legitimate interests. Contact you with regard to any matter arising from your booking or attendance at your tutorial/drop in session e.g. cancelled sessions etc. Article 6(1)(e) – this is necessary for our legitimate interests. |
| Occasionally your tutor / The University may request details of your attendance. | Article 6(1)(b) – this is necessary for the performance of our contract with you. Article 6(1)(e) – this is necessary for our legitimate interests. |
We do not disclose booking data to any other parties without your written consent.
Where you require us to make Reasonable Adjustments to enable you to attend a session or sit an exam, we may require further information from you. If this includes information about your physical or mental health, such information (being sensitive personal data (Special Categories Data)), will only be used by us, with your explicit consent, to assess your eligibility for Reasonable Adjustments. We will not share or disclose it to others. The legal basis upon which we do this is set out in Article 9(2)(a) of GDPR (explicit consent). You can withdraw your consent at any time by contacting us. Please note that we may not be able to process your request for Reasonable Adjustments if you withdraw consent.
Editshare – media asset management system
Editshare is a media asset management system for media students and some staff. User accounts are created manually with student or staff personal information – this allows them to have space on the system for uploading, editing and storing large media files required for their programme of study. It is a secure, closed local area (LAN) network.
Personal data captured will include your name, e-mail address and student/staff ID. Information about your programme and module enrolments will also be associated with your account.
Links to other sites
The Library and Learning Services website and related components may contain links to other external web sites. Although the University will have used its best endeavours to confirm that external sites comply with European and UK legislation the University is not responsible for the privacy practices of such other sites. When you leave our site please be sure to read the privacy statements of each and every website that collects personal data about you. This privacy policy applies solely to information collected by Edge Hill University.
Your rights
You are in complete control. You can object or withdraw your consent to the use of your personal data at any time. Though in some cases we may not be able to provide your requested service (e.g. as a student or member of staff) where the information processing is an integral part of the service. We will tell you if this is likely to be the case.
Subject to some legal exemptions, you have the right to:
- request a copy of the personal information Edge Hill University holds about you;
- have any inaccuracies corrected;
- have your personal data erased;
- place a restriction on our processing of your data;
- object to processing;
- request your data to be ported (data portability).
To learn more about these rights please see the ICO website.
Please address any such requests to the Data Protection Officer by contacting dataprotection@edgehill.ac.uk. If you are dissatisfied with the way Library and Learning Services processes your personal data you should formally raise such complaints with the University Data Protection Office (DPO). If you are still dissatisfied after the DPO has investigated you can raise a complaint with the Information Commissioner’s Office https://ico.org.uk
Changes to our privacy notice
We keep our privacy notice under regular review and will update this document to reflect any changes. This privacy notice was last updated on 30 May 2018. Any concerns or queries about this privacy policy should be sent to Edge Hill University data protection officer.
Learning Edge Privacy Notice
This notice should be read in conjunction with the University’s Privacy Policy https://www.edgehill.ac.uk/about/legal/privacy/ and the Learning Services Privacy Notice
The following statement explains how the personal data you may disclose to us when using Learning Edge is used.
Our aim is to respect your privacy and comply with the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) and the Data Protection Act 2018.
What personal data we collect and what we do with it
The data you supplied on registering with the University is held under the terms of the Data Protection Act 1998. Some personal information is used to facilitate your access to the Learning Edge virtual learning environment and engagement with some of the third-party tools integrated within it.
This personal information is transferred to Learning Edge systems in order to provide you with appropriate access to a range of teaching, learning and assessment functionality and support. Data will include your name, email address and student/staff ID. Information about your faculty, department, programme and module enrolments will also be associated with your account in some Learning Edge systems (e.g. Blackboard, Lynda.com, Ask LTD).
You may also provide some personal information on other occasions, for example, when submitting work for assessment to either the Blackboard or Turnitin systems.
When you use Learning Edge systems, information sent by your browser or mobile device, including information about the pages you visit, the content you upload and the messages you write, will be automatically logged in the relevant system.
Learning Edge systems
The systems that make up Learning Edge are hosted on secure servers off campus but are subject to the code of conduct for staff and students.
The Learning Edge systems referred to in this document are made up of Blackboard Learn 9.1 and a number of third-party systems and tools:
- Blackboard Learn 9.1 http://www.blackboard.com/legal/privacy-policy.html
- Blackboard Assignments – Box & Safe Assign
- Blackboard and Blackboard Instructor (Mobile Apps)
- Blackboard Collaborate Ultra
- Qwickly (inc. Qwickly Attendance) (third-party tool but all personal data is stored in Blackboard)
- Turnitin UK – http://turnitin.com/en_us/about-us/privacy
- Online Surveys – https://www.jisc.ac.uk/website/privacy-notice?loc=footer
- BOB – http://bufvc.ac.uk/aboutus/privacy/privacy-and-cookies-policy
- com – https://www.edgehill.ac.uk/ls/lynda/privacy/
- Panopto – https://www.panopto.com/privacy/
- Reading Lists Online (Talis) – https://talis.com/legal/nov13/privacy/
- Ask LTD (Springshare) – https://springshare.com/privacy.html
- EesySoft (Data reporting) – http://www.eesysoft.com/eesysoft-privacy-policy/
Learning Edge may also contain links to other tools and systems. It is in the University’s and your legitimate interest to use these. However, please be aware that if you choose to use the added functionality of some external sites, for example eShare, Lynda.com, or Box of Broadcasts, to create personalised lists of resources, they will have different privacy notices. The University strongly advises that you read any privacy notice from such third parties or websites before engaging with their services.
When you follow a link to an external website you should read their privacy policies.
How will we use the information about you?
We use your personal information to provide you with access to the technologies and content that you need to work or study at Edge Hill University and to help us improve these products and our services.
System Administrators use your personal information to manage the system services for staff and students, and also use anonymised activity data to monitor and evaluate system usage.
Staff users who are granted administrator or instructor permissions use personal information to support student users of the systems. This information is subject to the code of conduct for staff to ensure the proper use of this information https://www.edgehill.ac.uk/documents/fair-processing-student-personal-information/
IT Services and Catalyst Help Desk staff may, with your consent, access your data to help trouble shoot problems and offer advice and support.
International transfers of data
We may transfer your data outside the European Economic Area (EEA). However, whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is in place:
- We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission. For further details, see European Commission: Adequacy of the protection of personal data in non-EU countries.
- Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe. For further details, see European Commission: Model contracts for the transfer of personal data to third countries.
- Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US. For further details, see European Commission: EU-US Privacy Shield.
Changes to our privacy notice
We keep our privacy notice under regular review and will update this document to reflect any changes. This privacy notice was last updated on 30 May 2018.