If Swinburne students have an admin issue they can get it sorted in the library anytime up to midnight M-F and also on the weekend. Library and student services director Michelle Gillespie and library deputy director Tony Davies say the university achieved this, “by reskilling our existing library and student HQ staff in a new united and innovative model.”

Ms Gillespie says this means Swinburne U has increased student admin support by 64 hours a week, “at no extra cost.”

They will explain how it’s done at an L H Martin Institute seminar in October. Ms Gillespie led a restructure a year back to address “a disjointed and inconsistent service to our students,” (CMM September 12 2017).