1st Relationship Management in HE Libraries Conference November 19-20 Stirling Court Hotel, Stirling, Scotland

The 1st Relationship Management in HE Libraries Conference #rmlib2015 is sponsored by TalisEbsco and Elsevier.


Set amid the stunning surroundings of Stirling, Scotland, this brand new conference brings together liaison librarians and those who lead liaison teams to share innovation and best practice in building relationships with students and academic staff.

The Relationship Management Team would like to thank all of our speakers and delegates for making the conference a success.

View our conference presentations and official photo gallery or visit our Storify page.

Many thanks to all of you who completed our feedback questionnaire. Your responses will be very valuable to us when planning future events. We have randomly selected one winner from all of our online feedback forms. Congratulations to Steph McKeating from Loughborough University who was our lucky iPad winner.

Conference Programme and Keynote Speakers

View the: 1st Relationship Management in HE Libraries Conference Programme

View the: Conference Paper Abstracts

View the delegate list

Confirmed keynote speakers (please note a change in speakers from the circulated programme):

ann-marie   Ann-Marie Wyness – Centre Manager, first direct

Ann-Marie will share her specialist experience of delivering award winning service and maintaining first direct’s number one slot at the top of the customer satisfaction charts. (See previous post for full biography)

dt   David Tempest – Director of Access Relations, Elsevier UK

David will share his experience of broadening access through building relationships with the academic community as customers, partners and stakeholders and will also reflect upon how the academic community engage with Elsevier and seek to influence them as publishers. (See previous post for full biography)

Contact the conference team 

This Conference is organized by the Relationship Management for Academic Libraries Group.

Image copyright Stirling Council


Relationship Management for Academic Libraries Conference Keynote Biographies


ann-marie  Ann-Marie Wyness – Centre Manager, first direct

Ann-Marie has worked for HSBC/first direct for 27 years progressing from a school leaver to Centre Manager. Specialising in Contact Centre management and people leadership, Ann-Marie has undertaken many front line roles in the UK and Europe including Head of Multichannel, Europe, Branch Manager and Senior Premier Relationship Manager.

As an ambassador for providing outstanding customer service, Ann-Marie’s current responsibility is to manage the first direct business in Scotland with over 600 employees across a range of banking areas including Advised Mortgages and lending.

Passionate about developing and coaching young adults, Ann-Marie spends her spare time volunteering as a youth leader in the local community and enjoys working with the Prince’s Trust and Tomorrow’s People to raise awareness of young people’s ambitions within the banking industry.

dt  David Tempest – Director of Access Relations at Elsevier, UK

David’s role involves working with funding organisations and academic institutes on the development of relationships surrounding access initiatives. In addition, David also works on strategy and implementation of Elsevier’s open access programme. He has worked at Elsevier for over 19 years, having previously been in editorial, marketing and market research positions.

David is a frequent presenter at various events around the world. His main subject is speaking about the development of open access initiatives and technologies, as well as publishing matters in general.

David has a BSc in pharmacology from the University of Sunderland and an MBA with distinction from Oxford Brookes University.


April 2015 meeting

This is the programme for our next meeting which takes place on 24 April 2015 at The Hive in Worcester:

10.00 Arrival and registration
10.30 Tour of the Hive (optional)
11.15 Dave Puplett: Universities at Medway: How a shared library service can work
11.45 Kathryn Smith: Northumbria – redesigning spaces with students as co-creators
12.15 Christina Lake: Falmouth – Why can’t I access this book? The challenges of managing relationships on a shared campus
12.45 Lunch
2.00 Angela Brady: Aston – Progression Pathway – working with local schools
2.30 Helen Hathaway and Kim Shahabudin: Integrating a learning development team into the Library and the impact of that on team teaching – and other stories
3.00 Lisa Haddow: Update on the conference
3.30 Close

Registration information has been distributed to the LIS-RELATIONSHIP-MANAGEMENT@JISCMAIL.AC.UK list.

Recent events

The Group first met at the University of York in April 2013.

The topics for discussion then included:

  • Organisational structure;
  •  Changing role of the subject librarian, issues and solutions;
  •  Measuring our relationships with academic colleagues.

Our second meeting built on these themes and took place at the University of Leicester on 15 November 2013 when we heard about and discussed a number of case studies:

  • a restructuring of academic liaison roles at one university;
  • exploring the potential of a customer relationship management system at another;
  • using formal ‘learner enhancement agreements’ as part of managing relationships; between libraries/academic skills development services and academic departments.

Join the discussion

Group events take place about twice a year.  But in the meantime there are plenty of opportunities to keep in touch electronically.

Please note that membership of our electronic groups is moderated and open to those in roles covered by our terms of reference.


Join our email discussion list:


A LinkedIn Group has been set up, so please also think about joining this if you already use LinkedIn. The group is called Relationship Management for Libraries.