Separate 'computing' and 'library' cultures were found to persist even in integrated or converged services. However, cultural change has been effected in several institutions as a result of the strong, focused leadership and the vision of the Head of Service. Here staff are presented with a coherent framework in which to work, where roles and responsibilities have been clearly defined, and time and thought has been given to staff development and training. The SKIP evidence confirms that information professionals are adopting roles in teaching and training, learner support, and liaison with Faculties or Schools. IT skills are important and are valued, but they need to be constantly updated and can quickly become redundant due to the pace of technological change, but personal qualities, such as flexibility and the ability to communicate, were more highly valued by many senior managers.
Staff providing front-line support to student workstations require additional skills.
These include the ability to troubleshoot hardware problems, and to provide guidance and advice on software packages and electronic information sources. Staff were often critical of training in terms of when, how, and by whom it was delivered. They often felt it failed to satisfy their immediate needs. Service managers therefore need to assess the training needs of their staff, and look for new methods of delivering training. This might include the provision of on-line courses, which are not constrained by attendance at a specified time and place.