{"id":4735,"date":"2015-04-24T09:30:23","date_gmt":"2015-04-24T09:30:23","guid":{"rendered":"https:\/\/newsletter.alt.ac.uk\/?p=4735"},"modified":"2015-08-26T09:54:01","modified_gmt":"2015-08-26T08:54:01","slug":"about-me-claire-donlan-alt-trustee","status":"publish","type":"post","link":"https:\/\/altc.alt.ac.uk\/blog\/2015\/04\/about-me-claire-donlan-alt-trustee\/","title":{"rendered":"About Me – Claire Donlan, ALT Trustee"},"content":{"rendered":"

I have been an ALT Trustee for nearly four years now including serving as Vice-Chair, Chair and President of ALT.\u00a0 Before that I was a member of the FE Operational Committee for three years.\u00a0 I wrote \u2018A Week In The Life Of\u2019<\/a> in 2010 when I was Head of Learning Resources at Middlesbrough College and outlined one of my busy weeks focusing on typical FE related activities such as student inductions, VLE courses and assessment, staff recruitment, technologies and devices, voting systems etc.<\/p>\n

I now work as Customer Services Manager in the Information Services Directorate at Heriot-Watt University.\u00a0 I manage all frontline services including the Library Service Desk and IT Helpdesk.\u00a0 It is a busy role with a never ending to-do list but is interesting and exciting and a good mixture between operational and strategic issues.<\/p>\n

I spend quite a lot of time on staffing related issues \u2013 there are 35 members of staff in my team.\u00a0 We have just held interviews for an Information Assistant and successfully appointed. Yesterday I spent time shortlisting for evening\/weekend Library Assistants, there were 74 applications for two posts.\u00a0Other staffing related tasks – Performance and Development Reviews (PDRs) have been completed this week.\u00a0 I have 6 to do which are direct reports and also have input into the objectives for all staff in the Customer Services team.<\/p>\n

The focus at the moment as far as students are concerned is study spaces.\u00a0 The main library building has a mix of quiet study spaces, individual and group study tables and rooms, study booths, soft seating \/ social learning spaces etc. It is always busy \u2013 we have a high footfall into the building and are open 24\/7.\u00a0 We manage the space by monitoring the usage through occupancy and footfall figures from systems and from roving. We\u2019ve introduced an online booking system for our study rooms this semester to enable students to book online in advance. I spend lots of time collating and analysing data about the usage of the service we deliver including access (footfall\/occupancy), usage (loans, returns etc.), self-service facilities, enquiries, printing and printers, IT tickets and issues etc. We use this data to measure impact and inform developments.\u00a0 I spend time at the IT helpdesk as well as the library and we\u2019re working on improving communication between first and second\/third line services and triaging issues for departments and services across the university.<\/p>\n

Communication and feedback plays a big part in what I do.\u00a0 I officially record any complaints that come to information Services (we don\u2019t get many) and also deal with comments and suggestions.\u00a0 Students can use a variety of channels to let us know about our services \u2013 we have a Tell-IS alert service which is text, iMessage and email for feedback.\u00a0 I manage the department\u2019s facebook page and twitter account and the social media development group.\u00a0 I also chair the Service Development Group which looks at operational and strategic developments for the Directorate and there are plans for building and service improvements for next year \u2013 everything from new online resources, the VLE, stock relegation, a new lift and study spaces across the university campus.<\/p>\n

One important area that I\u2019m leading on is Customer Service Excellence and how we can achieve this external accreditation for our services in the next year or so.\u00a0 I liaise with colleagues at University of Edinburgh, Napier University and Queen Margaret University to share information and experiences regarding CSE. \u00a0Other external groups that I\u2019m involved in apart from ALT, are Edinburgh Library and Information Services Agency (ELISA) and Customer Services Group UK (CSGUK).<\/p>\n

Claire Donlan
\nHeriot-Watt University<\/p>\n

If you enjoyed reading this article we invite you to join the Association for Learning Technology (ALT)<\/a> as an individual member, and to encourage your own organisation to join ALT as an organisational or sponsoring member<\/p>\n","protected":false},"excerpt":{"rendered":"I have been an ALT Trustee for nearly four years now including serving as Vice-Chair, Chair and President of ALT.\u00a0 Before that I was a member of the FE Operational Committee for three years.\u00a0 I wrote \u2018A Week In The Life Of\u2019 in 2010 when I was Head of Learning Resources at Middlesbrough College and […]","protected":false},"author":1,"featured_media":4736,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[9],"tags":[725,765,1024],"class_list":["post-4735","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-a-week-in-the-life-of","tag-altc","tag-claire-donlan","tag-trustee"],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2015\/04\/Donlan.jpg?fit=183%2C183&ssl=1","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":3147,"url":"https:\/\/altc.alt.ac.uk\/blog\/2014\/02\/alt-launches-a-new-three-year-strategy\/","url_meta":{"origin":4735,"position":0},"title":"ALT launches a new three-year strategy","author":"ALT","date":"7 February 2014","format":false,"excerpt":"On 6th February 2014, we launched the new\u00a0strategy\u00a0for the Association for 2014-2017. The strategy sets out our shared vision for developing the Association as an influential, innovative and independent membership organisation, clearly defining our aims for the next three years. The strategy also articulates our values as a community of\u2026","rel":"","context":"In "ALT news"","block_context":{"text":"ALT news","link":"https:\/\/altc.alt.ac.uk\/blog\/category\/alt-news\/"},"img":{"alt_text":"cover","src":"https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2014\/02\/cover.png?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":13430,"url":"https:\/\/altc.alt.ac.uk\/blog\/2025\/11\/from-engaging-on-the-periphery-to-coming-to-play-a-part-reflecting-on-becoming-a-trustee-of-alt-for-trustees-week-2025\/","url_meta":{"origin":4735,"position":1},"title":"From engaging on the periphery to coming to play a part: Reflecting on becoming a Trustee of ALT for Trustees\u2019 Week 2025","author":"ALT","date":"7 November 2025","format":false,"excerpt":"This week, 3-7 November 2025, marks this year\u2019s annual Trustees\u2019 Week which acknowledges the work of the close to one million trustees who support and help govern charities across the UK. As part of Trustees\u2019 Week, I\u2019ve been invited by the Association for Learning Technology (ALT) to reflect on being\u2026","rel":"","context":"In "Events"","block_context":{"text":"Events","link":"https:\/\/altc.alt.ac.uk\/blog\/category\/events\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2025\/11\/TEMPLATE-DO-NOT-EDIT-THIS-PAGE-20.png?fit=734%2C550&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2025\/11\/TEMPLATE-DO-NOT-EDIT-THIS-PAGE-20.png?fit=734%2C550&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2025\/11\/TEMPLATE-DO-NOT-EDIT-THIS-PAGE-20.png?fit=734%2C550&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2025\/11\/TEMPLATE-DO-NOT-EDIT-THIS-PAGE-20.png?fit=734%2C550&ssl=1&resize=700%2C400 2x"},"classes":[]},{"id":6149,"url":"https:\/\/altc.alt.ac.uk\/blog\/2017\/02\/a-day-in-the-life-of-an-alt-trustee\/","url_meta":{"origin":4735,"position":2},"title":"A day in the life of an ALT Trustee","author":"rchallen","date":"23 February 2017","format":false,"excerpt":"This post has taken a long time to write, not because it\u2019s any kind of magnum opus, but because the days in my life in 2017 have been both busy and slightly repetitive, I\u2019ve not been able to really reflect on them and readers may have found them a little\u2026","rel":"","context":"In "A day in the life of"","block_context":{"text":"A day in the life of","link":"https:\/\/altc.alt.ac.uk\/blog\/category\/a-day-in-the-life-of\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2017\/02\/Bella_Abrams_small-225x300.jpg?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":3987,"url":"https:\/\/altc.alt.ac.uk\/blog\/2014\/05\/becoming-an-alt-trustee-shirley-evans\/","url_meta":{"origin":4735,"position":3},"title":"Becoming an ALT Trustee – Shirley Evans","author":"ALT","date":"20 May 2014","format":false,"excerpt":"Shirley Evans is a Trustee of ALT, Chair of the Membership Development Committee and a member of the CMALT Development Group I first became involved with ALT some 15 years ago back in 1999. I was working in a college and was tasked with looking into virtual learning environments and\u2026","rel":"","context":"In "ALT news"","block_context":{"text":"ALT news","link":"https:\/\/altc.alt.ac.uk\/blog\/category\/alt-news\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2013\/06\/ALTC12_0464.jpg?fit=1200%2C800&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2013\/06\/ALTC12_0464.jpg?fit=1200%2C800&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2013\/06\/ALTC12_0464.jpg?fit=1200%2C800&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2013\/06\/ALTC12_0464.jpg?fit=1200%2C800&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2013\/06\/ALTC12_0464.jpg?fit=1200%2C800&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":1075,"url":"https:\/\/altc.alt.ac.uk\/blog\/2011\/11\/chief-executives-report-3\/","url_meta":{"origin":4735,"position":4},"title":"Chief Executive\u2019s Report","author":"ALT","date":"7 November 2011","format":false,"excerpt":"Honorary Life Membership of ALT for Malcolm Read Members will be pleased to note that at the ALT AGM on 7 September, ALT President Carol Higgison presented Malcolm Read, who is Executive Secretary to JISC, with ALT Honorary Life Membership, in recognition of Malcolm\u2019s outstanding and sustained contribution to the\u2026","rel":"","context":"In "Chief Executive's Reports"","block_context":{"text":"Chief Executive's Reports","link":"https:\/\/altc.alt.ac.uk\/blog\/category\/reports\/chief-executives-reports\/"},"img":{"alt_text":"Malcolm Read receiving honorary life membership from Carol Higgison","src":"https:\/\/i0.wp.com\/newsletter.alt.ac.uk\/wp-content\/uploads\/2011\/10\/MalcolmRead.jpg?resize=350%2C200","width":350,"height":200},"classes":[]},{"id":11685,"url":"https:\/\/altc.alt.ac.uk\/blog\/2023\/11\/celebrating-alts-trustees-for-trusteesweek\/","url_meta":{"origin":4735,"position":5},"title":"Celebrating ALT’s Trustees for #TrusteesWeek","author":"ALT","date":"10 November 2023","format":false,"excerpt":"It is Trustee's Week, 6-10 November, and here at ALT, we are celebrating the invaluable work of our Trustees, past and present. ALT's Trustees set ALT's direction and are responsible for ALT's strategy and the overall performance of the Association. Trustees are an integral part of ALT's governance and we\u2026","rel":"","context":"In "Trustees"","block_context":{"text":"Trustees","link":"https:\/\/altc.alt.ac.uk\/blog\/category\/trustees\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2023\/11\/TrusteesWeek.png?fit=980%2C360&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2023\/11\/TrusteesWeek.png?fit=980%2C360&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2023\/11\/TrusteesWeek.png?fit=980%2C360&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/altc.alt.ac.uk\/blog\/wp-content\/uploads\/sites\/1112\/2023\/11\/TrusteesWeek.png?fit=980%2C360&ssl=1&resize=700%2C400 2x"},"classes":[]}],"jetpack_shortlink":"https:\/\/wp.me\/p6CxU9-1en","_links":{"self":[{"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/posts\/4735","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/comments?post=4735"}],"version-history":[{"count":1,"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/posts\/4735\/revisions"}],"predecessor-version":[{"id":5086,"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/posts\/4735\/revisions\/5086"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/media\/4736"}],"wp:attachment":[{"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/media?parent=4735"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/categories?post=4735"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/altc.alt.ac.uk\/blog\/wp-json\/wp\/v2\/tags?post=4735"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}