University Library

About us

Matthew Cunningham LLB Leicester, MA Loughborough

Photo of  Matthew Cunningham

User Services Manager

Responsible for the staffing of enquiry points and circulation services for Library stock.

Responsible for co-ordinating Library services for distance learners

  • 'We all work in a library, so what could possibly be done differently?' A Customer Services benchmarking project. Sconul Focus, 51, 72-75.
  • Cunningham, M. & Walton, G., (2016)."Informal learning spaces (ILS) in university libraries and their campuses", New Library World, Vol. 117 Iss 1/2 pp. 49 – 62
  • Cunningham, M. (2016) “The Development and Review of Library Customer Service Quality at Loughborough University Library”  In: Quality and the academic library J. Atkinson, ed. Chandos Publishing,  pp. 121-132
  • Burn,K., et al. (2016). "Capturing the student User Experience (UX) in York and Loughborough University library buildings" Performance Measurement and Metrics Vol. 17 Iss 2 pp.
  • TheIntegrated helpdesk”. Paper given at “TO INFINITY AND BEYOND! Enquiry Services for the 21st Century”. Birmingham City University 31st March 2011.
  • “High Quality Customer Experience – learning from retail” SCONUL Winter Conference 7th December 2012, London
  • “We’re a Library – we don’t have customers!” High Quality Customer Experience at Loughborough University Library
    Presentation to NUI Library staff, Galway 29th April 2013
  • “Providing excellent customer services at Loughborough University Library: refurbishment case study on the importance of marketing (2013 – 2014)” ‘What does excellence really look like? Tangible examples of quality in customer service’ M25 Customer Services Group Conference 14th November 2014
  • “Why students use university libraries and what they use them for: a longitudinal study” ARLG Conference 28th June 2016