Consortium of National and University Libraries

Customer Services Group

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,           


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, DIT Library


Chair                                       Orla Nic Aodha

Deputy Chair                          Johanna Archbold

Communications Officer       Peter Dudley

Secretary                                Avril Patterson