The sunny afternoon I visited the English Faculty Library, it was busy with undergraduates: studying beside the library’s bright bank of windows, wedged between the rows of books, and presided over by a small but dedicated staff.
I had chosen to do my shadowing at the English Faculty Library because the staff seemed especially attuned to their readers’ needs, offering facilities, courses, and access to materials using methods that foreground user support.
They seem to strive to provide what Chief Designer of Digital Services, Paul-Jervis Heath, calls “moments of delight” for users.
