Consortium of National and University Libraries

Customer Services Group

Upcoming Event: Friday 24th April 2020


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


Great Customer Service is something that all library staff strive to achieve. 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
  • 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
  • Emma Goode, Library and IT Services 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 TBC


Communications OfficerPeter Dudley


Secretary Avril Patterson