Consortium of National and University Libraries

Customer Services Group

Upcoming Event 28th April 2018

Show & Tell: All about the Customer – Initiatives with Impact

Exceptional customer service underpins the service goals for all library staff. This one-day event will showcase best practice and innovation in customer services within academic and research libraries in Ireland. More Information..


Customer Services Committee: Terms of Reference


Ireland’s Memory. Ireland’s Discovery. CONUL Strategy 2016-2019 provides context for this committee.


The focus of this committee is to explore and promote best practice for public/customer services within CONUL libraries.

Terms of Reference

  • Provide a forum for the discussion of service delivery models and associated trends and analyse best practice in relation to customer service in libraries, both nationally/ internationally, onsite/online
  • Explore ways to demonstrate the value and impact of frontline services
  • Explore the role of user experience in shaping customer services
  • Work to promote best practice in the area of  Disability Services and Accessibility
  • Explore the use, design and evolution of library spaces
  • Examine emerging customer service roles, identify CPD needs and liaise with CONUL Training and Development Committee
  • Review collaborative access schemes and public access to CONUL member libraries
  • Consider the storage and circulation of library collections in the context of reading rooms services
  • Contribute to CONUL strategies, policies and procedures and identify areas for collaboration with other CONUL groups
  • Identify opportunities for forging partnerships with international organisations working in relevant areas of interest


Orla Nic Aodha     Associate Director, Public Services & Outreach, DCU Library

Johanna Archbold    Customer Services & Communications Coordinator, RCSI Library

Peter Dudley   Sub-Librarian (Reading Room Services & Space), The Library of Trinity College Dublin

Avril Patterson    User Services Manager, Client Services, UCD Library

Ann Byrne    Liaison Librarian for Library Services & Environment, Boole  Library, UCC

Connell Cunningham    Integrated Service Desk Manager, James Hardiman Library, NUIG

Rosina Doherty-Allan    Campus Library Manager, Magee Library, UU

 Mary Dundon    Head, Reader Services, Glucksman Library, UL

Alex McIlroy    Borrower Services Librarian, Medical and HSC Library, Queen’s University Belfast

Laura Connaughton     Library Information Services, John Paul II Library, MU

Brian Gillespie   College Librarian, Bolton Street, TU Dublin Library


Chair                                       Orla Nic Aodha

Deputy Chair                          Johanna Archbold

Communications Officer       Peter Dudley

Secretary                                Avril Patterson