Library support for International students

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Library Support for International Students

ALISS Conference on Supporting Diverse Student Populations, Coventry University, 22 August 2012

Helen Ireland

Academic Support Librarian,

University of Warwick

[email protected]

mailto:[email protected]


International students in UK higher education: key statistics

According to UCKISA statistics http://www.ukcisa.org.uk/about/statistics_he.php

international (non-UK) students in UK HE in 2010-11 :

totalled 428,225 compared with 405,810 in 2009-10 (an increase of 6%) made up 14% of full-time first degree students and 13% of all first degree

students made up 70% of full-time taught postgraduates and 46% of all taught

postgraduates made up 48% of full-time research degree students and 41% of all

research postgraduates

http://www.ukcisa.org.uk/about/statistics_he.php




What do we mean by the term “international student”?

• Full-time undergraduate / postgraduate• Visiting students – Erasmus, Junior Year Abroad• Short courses• TNE (Trans National Education)• Distance learning • “Every student an international student” ?


Sources of advice on supporting international students

• Teaching International Students project, http://www.heacademy.ac.uk/teaching-international-students

• UKCISA, British Council, NUS• Surveys, e.g. the 2008 SCONUL Survey • CILIP courses and other training sessions for library staff• LIS-International mailing list• Conferences and networking events, e.g. Business

Librarians’ Association, WESLINK, EMALINK, YHULISS• Books and journal literature

http://www.heacademy.ac.uk/teaching-international-students




Problems faced by international students

• Culture shock • Language shock• Academic shock: different learning styles and previous

study experience• Different experiences of libraries• Under pressure to succeed but may need time to get up

to speed• Frustration : used to being at the top of the pile and

suddenly feeling they’re at the bottom


“Put yourself in their shoes” – what is it like to arrive in a strange place?

• Interesting and exciting – at first• Disorientating• Tiring!• Different from home – you don’t know what to expect• Anxiety about causing offence, not knowing the rules• Things can turn out well – or can quickly start to go

wrong!


What can we do to help?

• A friendly welcome• Good guidance• Online tutorials and videos• Face-to-face and email support• Build on our own experience gained from working abroad

or visiting institutions overseas• Raise awareness among colleagues

• BUT – Beware of stereotyping or making international students feel “special”. Help them to feel part of the whole student body.


Managing expectations

• Awareness of what students expect from the Library• Clear and realistic information on Library webpages about

what we can offer, and how much help is available, ideally visible before arrival– Emphasise that Library resources are free of charge

to members of the university – Links to basic information about how the Library

works, such as “Get Started” programmes– Links to information on UK study skills and academic

writing• Information skills training at appropriate levels


International students – the same only different?


International distance learners

• Same issues as any distance learner – can’t see the librarian in person, need help online by e-mail or a forum

• May be confused about how to register or enrol• Internet access may be worse for them than for UK

distance learners• Infrastructure issues – power cuts, computer access


International students at the University of Warwick

• 30% of Warwick students international students• All subject areas• Postgraduate, undergraduate, HEFP (Higher

Education Foundation Programme) and visiting students

• Wide range of backgrounds and experience• Demanding but very rewarding client group• We really can make a difference to an individual’s

experience of the institution!


University of Warwick Library Working Group on International Students

• Formed in 2006, widened in 2007• Membership drawn from all areas of the Library (currently

from Academic Support, Customer Services, Data Services)

• Regular meetings• Reports to Library Management


Group’s achievements

• Library Strategy for International Students• Library web page for international students• Library jargon list (List of Useful Words)• Cultural awareness sessions• Staff training – Open Days, small group training sessions• Liaison with International Office• Liaison with Centre for Applied Linguistics over library

sessions for Pre-Sessional Students, involving staff from all areas of the Library

• Survey of international students carried out in 2011


Survey outcomes

• Paper survey and Survey Monkey• 250 responses• Similar findings to Library Survey in 2012 and

Student Barometer • Flagged up demand for more books, more space,

longer opening hours• Lack of awareness of sources of help, such as

videos, tutorials, and academic support librarians


Staff Training feedback 1: What challenges might international students meet in the library?

• Directions to and in the library• Different terminology• Intimidation due to size of building and unfamiliar systems• Difficulty in finding and accessing help• Language barrier – not being able to express themselves – may be due to accents as much

as language• Cultural experiences and skills related to libraries don’t match the services here• Overwhelming amount of information to take in• Confusion over different study areas and rules• Different classmarks on different floors & being used to different class systems• Feeling ashamed of fines, or of making mistakes• Not used to our alphabet• Christmas closure periods• May think they have to pay for library services• Not really understanding what it is they are looking for on the shelves


Staff Training feedback 2: What challenges might library staff meet when working with international students?

• Communication – conversation and email – jargon / acronyms• Cultural differences – body language, personal space, gender and authority issues• Feeling guilty for fining students who don’t understand the system• Classmark system – students used to reading right to left find the shelves difficult to

navigate – need more help finding books• Conveying library rules• Students not used to QWERTY keyboards type very slowly – tempting to type for them• Students may ask us to get books for them if they are not used to being able to go to

shelves themselves• Difficult to explain equipment or e-resources to student with no prior experience• Difficult to explain electronic access issues or log in issues to students who have not used

similar systems (hard enough for home students!)


Student support initiatives at Warwick

• “Get Started” Training• Enquiry Services• Academic Support Librarians• EndNoteWeb training• Research Exchange• Postgraduate Hub• Twitter and other Web 2.0 support


Whatever we do for international students may help any student

• They all need help with library jargon• They may all feel lost when they first arrive• Many need help in using our information sources• Many need one-to-one time


BUT…

• Working in a second language slows things down and we need to be sure we make ourselves understood

• Postgraduates may have been taught in a different way in their first degree and find it hard to adjust to UK study patterns

• Many are very focused on their work and may come across as impatient

• We may misinterpret confusion or tension and see it as rudeness

• Loneliness or disorientation may be greater than for home students – don’t ignore warning signs


Essentials

• Take each individual as you find him or her and avoid stereotyping

• Be prepared to give time to individuals – becoming harder as our workload increases

• Ask them what they need to know - and listen• Avoid jargon and dialect• Confirm whether your answer is clear• Be patient – and smile!


What have we learned from working with our international students at Warwick?

• Our role is crucial – in customer services, as academic support librarians, or whatever we do

• We need to try to understand the student’s background, offer friendly support and make each individual feel valued

• Our efforts will usually be appreciated• The extra dimension of working with people from other

countries is always rewarding• It is easy to put yourself in someone else’s shoes!


Our Goal


Useful websites

• http://www.ukcisa.org.uk/about/statistics_he.php• http://www.heacademy.ac.uk/teaching-international-students• http://

www.guardian.co.uk/higher-education-network/blog/2012/jun/21/opportunities-in-transnational-education

• http://www.prepareforsuccess.org.uk/• http://www.ukcisa.org.uk/student/info_sheets/study_methods.php• http://

www.qaa.ac.uk/Publications/InformationAndGuidance/Documents/International-students.pdf

• http://www2.warwick.ac.uk/services/library/pghub/







http://www.guardian.co.uk/higher-education-network/blog/2012/jun/21/opportunities-in-transnational-education



http://www.prepareforsuccess.org.uk/

http://www.ukcisa.org.uk/student/info_sheets/study_methods.php

http://www.ukcisa.org.uk/student/info_sheets/study_methods.php

http://www.qaa.ac.uk/Publications/InformationAndGuidance/Documents/International-students.pdf



http://www2.warwick.ac.uk/services/library/pghub/