Service tiers, delivery methods and impact sought
Service tiers and delivery methods
We organise how we deliver our services into different levels, called 'service tiers', which reflect how personalised or specialised the support is. Each tier uses different delivery methods - these are the ways you can access and engage with Library expertise.
| Service tier | Delivery methods |
|---|---|
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Tier 0 Self-service / unmediated |
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Tier 1 1:many service level |
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Tier 2 1:1 service level |
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Tier 3 Complex negotiations |
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Impact sought
We measure based on what has changed in the lives of our clients and/or communities as a result of providing Library Learning and Teaching services. In short, we measure for impact. The impact sought is summarised below:
| Service | Impact sought |
|---|---|
| Capability development | Our University community has access to, and engages with, sector-leading resources and support that enable them to be digitally fluent and AI-capable. Our University community engages with Library development opportunities to enhance and extend their knowledge and skills as lifelong learners and cultivate expertise and competencies that support their study and work. |
| Curriculum resource provision | Every student has access to the course resources they need to be successful. |
| OER Publishing | Deakin has a targeted, impactful OER publishing scheme, with demonstrated impact on student success and outcomes. |
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