Innovation and Student Support: Insights from the University of Canberra Library

Supporting students in new ways

University can be challenging, and the right support makes a big difference. At the University of Canberra (UC), the library does more than provide books and resources. It has become the hub for innovation, finding creative ways to make student support more accessible and effective. In an interview, the leader of UC library’s Learning Hub explained how technology, collaboration, and small but smart changes are reshaping the student experience.

Small changes, big results

One example was the decision to bring academic advisors into the library’s online chat service. Previously, advisors used a separate platform that very few students accessed. “We’ve probably tripled the amount of people asking for support online from our ASK Advisors,” they said. Although implementing the change required new software, procedures, and staff training, the benefits quickly outweighed the challenges.

Using technology to connect

The leader reflected on how libraries have evolved over time. “Libraries have to be innovative to ensure that we keep up with technology and we keep up with user experience as well,” they said. Technology, they explained, plays a vital role in making support accessible for students who may be off campus or balancing other commitments.

Challenges along the way

Innovation isn’t always straightforward. Staffing shortages and limited time can make it difficult to take on new projects. “Currently the library isn’t at full capacity…time and staff I think are our biggest barriers at the moment for innovation,” they explained. Day-to-day student support must come first, which can mean the new initiatives are delayed.

Working together with others

Collaboration is central to success. The leader described working with educational designers, faculties, alumni, the Canberra community, and even high school students preparing for university. Stakeholders, they said, shape the final outcome of the projects: “I’ve learnt that when you start an idea and you think ‘I am going to do this’, at the end it’s always different… because you’ve engaged with so many stakeholders, so many different people and you’ve collaborated.”

Balancing risks and rules

The importance of responsibility alongside creativity was also emphasized. When new initiatives are planned at UC library, they explained, working groups bring together people from compliance, technology, study skills, and library staff. This ensures that risks are considered and projects are implemented properly. Transparency and benchmarking against other universities are also used to build confidence and manage resistance.

Keeping innovation going

Looking to the future, the leader highlighted the role of professional networks. They are a part of “a community of practice for the Teaching & Learning community and also for the user experience community,” where colleagues share ideas and avoid reinventing the wheel. Staying connected and always learning, they said, are key to long-term success.

Advice for future innovators

When asked what advice they would give others wanting to innovate in large organisations, the leader stressed patience and listening. “If you’re starting in any organisation, you need to spend time learning its dynamics and…who does what before you can change anything really,” they said. Small improvements, they added, often have the biggest impact: “Innovation can be streamlining of really small processes that…gives more time to be more efficient.” Above all, they stressed the importance of listening to a wide range of people from across the organisation.

Conclusion

The University of Canberra Library shows how innovation, when done thoughtfully, can transform student support. Even small changes, like moving Advisors into the library’s chat service, can make a major difference. As the Learning Hub leader explained, innovation in libraries isn’t just about adopting new technology. It’s about collaboration, listening, and staying connected to the community. Following these principles, UC is building a library that not only supports students today but is ready for the challenges of tomorrow.