The document summarizes the development of a new integrated student support service called Learning, Information and Student Services (LISS) at the University of Cumbria in the UK. LISS combined multiple student support functions like the library, academic skills support, careers guidance, and more to provide holistic support to students. This required professionals from different backgrounds to work together, which led to changes in roles, cultures, and emotions. The new model aimed to provide affordable, efficient, and flexible support to meet the diverse needs of students in a changing higher education environment.

3. Our Location Airports Newcastle - Carlisle 1hr, Lancaster 2hrs Manchester – Carlisle 2hrs, Lancaster 1hr Lilly hall

5. HE policy – what is a university? Where and how will I study? Open Content I can generate my own stuff Economic Downturn Accountability Am I getting value for money? Student, employers, parents expectations and needs/wants I want an interesting job that pays well Future of Libraries? I prefer working with other students Blended and flexibleLearning innovations I learn to suit my busy lifestyle Learning Environments Learner Support Flexible Professionals Technological possibilities Can I get online support 24/7? The changing context of the student learning experience Social Sustainability Personal development I need to belong Can I get to University? Uncertain times

8. University of Cumbria A Case Study: Super convergence: fusion via partnerships and … emotions Learning, Information and Student Services (LISS)

11. Learning, Information and Student Services (LISS) PENRITH Progression Hub AMBLESIDE Infrastructure Hub LANCASTER Learning & Wellbeing Hub CARLISLE Information & Advice Hub Staff STUDENTS Partners

12. LISS Teams Learning Core Learning Centres Learning Advancement Learning Strategy

13. Service Model

14. LISS Senior Management- Phase 1

26. Emotional Traits (1) Knows where he or she is going – takes the organisation Realistic understanding of oneself: emotions. Strengths weaknesses, needs, and drives Respect individuality and diversity Sense of humour Cognitive ability to deal with complex scenarios/situations Self Awareness

27. Emotional Traits (2) Skill at diagnostic, strategic and tactical reasoning Stable temperament and ability to maintain emotional balance under constant tensions Comfortable in making judgment calls and comfortable with ambiguity Flexible in adapting to change or overcoming obstacles Integrity Self Regulation

28. Emotional Traits (3) Visionary – able to build a shared vision and rally others around it Articulate direction for the library Optimism (even in the face of failure) Motivate people to develop and adhere to a shared vision Commitment to job. organization, institution and profession Motivation

29. Emotional Traits (4) Keep organization focussed on high quality service Treat people with dignity/respect Exercises good judgment Good listener Attract build and retain talent/ Good interpersonal and people skills Empathy

30. Emotional Traits (5) Develop and foster partnerships Effective in leading change Ability to function in a political environment Collaborative Resonance (Inspiring people to work together to solve problems, inspiring excellence) and build rapport Social Skill

36. Your emotional journey