Developing Library Services for Equity of Access in a Digital-First Learning Environment

In the rapidly evolving digital learning landscape of higher education, it is crucial for libraries to offer inclusive, data-driven services that ensure equitable access for all students. Macquarie University Library, using technology to gather insights, has proactively reimagined its services over recent years to support diverse student needs. The Australian Universities Accord will potentially drive a more diverse student demographic. Our approach, grounded in iterative user experience (UX) research and evidence-based decision-making with Students as Partners, integrates client feedback and human-centred design principles informed through technology driven insights. This has led to the development of innovative services such as enhanced support for digital learning with a realigned PC fleet, self-service kiosks, up-to-date loanable devices, and, through collaboration with Student Wellbeing, prioritising quiet study rooms for students with accessibility needs. Conversely, by retiring superseded resources such as curriculum embedded virtual reality spaces and free 3D printing, we can redirect resourcing services more aligned to client needs and support for fostering inclusive educational opportunities for all students.

We have enhanced our observational work, data gathering systems and human centred design, working with students on designing online services, introducing FAQs with student ranking and implementing RefAnalytics, surveys, curriculum embedded work readiness programs (PACE), and other feedback gathering channels to capture input from a diverse student body. This ensures that our services address the unique needs of underrepresented groups, particularly those facing technological or socio-economic challenges with a model that focuses on both physical and digital resource access, with a particular emphasis on breaking down barriers for disadvantaged student populations.

By aligning our services with the principles of inclusivity, Macquarie University Library is people focused and supports the University’s MQ Advantage Education Strategy and goals of enhancing student success, fostering wellbeing, and creating empowering learning environments. This initiative reflects the Winds of Change theme for THETA 2025, demonstrating how libraries can play a transformative role in the student experience amid rapid technological advancements.