Who's Who
Please see this page for the up-to-date 'Who's Who' questionnaire.
On this page you will find the Staff Who Work in Frontline Services chart. It is not a traditional organizational chart, but an overview of staff who work on service points, or in liaison roles, across our library teams and site libraries.
Click on the Chart then keep the left button on the mouse depressed to move up and down and around the Chart.
Names that appear in blue contain a hyper text link that takes you through to more information about that person and their role.
Staff that work in the Customer Services team in the Philip Robinson, MRLR and Law have their own Customer Services Team Directory.
Please email the CS Learning Lab team if you need anything on this page amended: lib-learninglab@newcastle.ac.uk
Customer Services and 24/7 Coordinators
ALAA BALKEES
Based at PRL.
Pronouns: he/him
Works: 12am-8am
Teams/roles: 24/7 team supervisor
ANDY CROSS
Based at TVRR.
Works: Monday-Thursday 8am-5pm & Friday 8am-11am.
Teams/roles: Library Services Coordinator (Stores).
ANNE MIDDLETON
Based at PRL.
Works: Monday-Friday 9am-5pm
Teams/roles: As Head of Customer Services I lead the Customer Services team but also have an interest in our whole customer service delivery library wide.
Other Skills: I spend a lot of time in meetings so I can be a bit elusive, but, I try to have an 'open door' if you want to talk to me about anything.
Hobbies and Interests: I am interested in anything natural history related but especially plants and birds. I am also a keen gardener. I love trying to identify plants if you have seen any mystery plants for me to puzzle over!
CATH DALE
Based at LAW.
Pronouns: she/her
Works: Monday-Friday 9am-5pm.
Teams/roles: Jack of all trades but a master of OSCOLA (Law School referencing style). I'm a member of both the Customer Services and Liaison & Academic Skills teams.
Other Skills: I've worked in the University Library for a very long time, both in the Philip Robinson and Law Libraries, in a variety of teams. I've spent time on secondment with the Liaison Team so have some experience of presenting information in lectures and workshops, and working to create content for Canvas. I have a canny ability to spot spelling mistakes (with the exception of my own).
Hobbies and Interests: Spending time with my wee human, reading, long distance walking, Munro bagging, attending concerts and being with friends and family.
CLAIRE LEIGHTON
Based at PRL.
Pronouns: she/her
Works: Monday to Friday, 9am-5pm
Teams/roles: As Customer Services Operations Manager I oversee the running of the front of house and back of house operations. This includes timetabling, approving annual leave and flexi requests. I am on the following groups: Health and Safety Group, CS Training Group, Print Stock Management, Customer Services Group and Library Feedback Group. I support in the management of the Library Aide's team.
CLEMIE KUMWONGPIN
Based at PRL and MRLR.
Pronouns: she/they
Works: Tuesday 9am-5pm, Wednesday 12pm-8pm, Thursday and Friday 8am-4pm, 1 weekend every 4 weeks 8am-4pm.
Teams/roles: Accessibility (alternate format requests), Marketing & Comms, UX, Social Media.
GEORGIA MCNALLY
Based at PRL.
Works: Monday, Tuesday, Wednesday and Friday: 9 am-5 pm. Thursday: 12 pm-8 pm. One weekend per month.
Teams/roles: Registration, Shelving, and the oversight of the library aides team.
Other Skills: Experience in academic research, referencing, and academic writing. Continually improving digital literacy through the exploration and application of new technologies with a keen interest in AI. Skilled in using Microsoft Office applications, with experience in Canva for creative design and a keen interest in mastering new features in Excel. Certified Mental Health First Aider with comprehensive knowledge gained from additional courses and supporting individuals with learning disabilities and specific learning difficulties.
Hobbies and Interests: I enjoy swimming and running, love watching football and F1, and also like cooking and baking. In the summer, I try my hand at growing vegetables, and in the winter, I turn to home painting and DIY projects. After a long week, there's nothing better than lighting some scented candles and sinking into a long, relaxing bubble bath.
GEORGIA PASKELL-O'HARA
Based at PRL.
Pronouns: she/they
Works: Wednesday 9am-5pm, Thursday 4pm-midnight, Friday 8pm-midnight, Saturday 4pm-midnight (late shifts finish at 10:30pm in vacations)
Teams/roles: FAQs, Learning Lab Steering Group & CS Training Group
Hobbies and Interests: Medieval literature, particularly Middle English romances, religious writings, and the Canterbury Tales. Watching musicals is the best way to spend a rainy afternoon.
KARINA FORREST
Based at PRL.
Pronouns: she/her
Works: 9am-5pm weekdays, 12pm-8pm every other Tuesday
Teams/roles: Registration, Postal loans & returns, Lost books
Other Skills: I have worked here a long time and have a weird memory for random things (like why things are done a certain way which is sometimes useful for developing new workflows)
Hobbies and Interests: Walking (I was once fit enough to walk the entire length of Hadrian's Wall). I love the seaside and searching historical sites (show me rubble and I am happy), reading (a librarian cliché I know, but it's true), theatre and gigs, and it's not a hobby but I am the human servant to a huge orange cat
KATHERINE ANDERSON
Based at PRL.
Pronouns: she/her
Works: Mon 12pm-8pm, Tues-Fri 9am-5pm, 1 weekend every 4 weeks 8am-4pm
Other Skills: Background in arts programming and event management.
Hobbies and Interests: Singing (mostly choral, all unskilled), walking, conservation volunteering (specialising in rhodie-bashing, lifting heavy(ish) items, falling over and always being the muddiest person on the team - the last two of which may be related).
KATIE MCINERNEY
Based at PRL.
Works: Monday-Thursday 9am-5pm, 12pm-8pm every other Wednesday
Teams/roles: LibApps developments and training; LibApps community group; staffing
Other Skills: Enjoy working with systems and exploring how we can use them
Hobbies and Interests: Being outdoors, walking, nature, gardening and allotment, bees, dog...
LAUREN MATTHEWSON
Based at PRL. *Transitioning into new role as CS Operations Manager. Working hours subject to change.*
Works: Mondays 4pm-12am, Tuesday & Wednesday 8pm-12am, Saturday & Sunday 8am-4pm.
Teams/roles: LibApps & Facilities
Hobbies and Interests: Live Music & a borderline skincare obsession.
LEWIS O'HARE
Based at PRL.
Pronouns: he/him
Works: Wednesday 5.30-12am, Thursday 8pm-12am, Friday 4pm- 12am
Other Skills: Video editing / social media / blog writing
LOUISE FITZPATRICK
Based at PRL.
Pronouns: she/her
Teams/roles: Help lead and manage a team of Library Attendants and Customer Services Coordinators working across all library sites, ensuring that a high-quality frontline service is provided to all library users. Manage building facilities and health and safety to ensure a safe and secure working environment for all staff, students and visitors.
MIA CARMEN REEVES
Based at PRL.
Works: Monday-Wednesday 8am-1pm, 1 weekend every 4 weeks 8am-4pm.
Teams/roles: LibApps, Knowledge Base Development, Accessibility, EDI, LibGuides
Other Skills: 28 years experience across public and academic libraries in various roles
Hobbies and Interests: Playing guitar and piano, reading, D&D and tabletop games, motorcycling
MIKE GROVES
Based at PRL.
Works: Monday 8pm-12am, Tuesday 5pm-12am, Saturday and Sunday 4pm-12am
Teams/roles: Claim Returns co-ordinator
RICHARD LUMB
Based at WALTON.
Pronouns: he/him
Works: 09:00-17:00 Monday -Friday
Teams/roles: Happy to field any CS or Liaison queries particularly those based around Walton or the Medical school. I have training is most BOH duties that are handled at the Walton. I work in both Customer Service and as part of the Liaison Team.
Other Skills: I have a passion for digital accessibility and assistive technologies so please feel free to ask
Hobbies and Interests: Avid Speculative fiction fan, Table top games (such as D&D or Warhammer), LARP and anything in those wheel houses.
ROSIE SMITH
Based at PRL. *Transitioning into new role as Assistant Librarian - Customer Services. Working hours subject to change.*
Pronouns: she/her
Works: Tuesday 2:30pm-8pm, Friday 1pm-8pm, Sunday 4pm-12am
Teams/roles: Headphones, laptops and lockers, UX data
Other Skills: Risk assessments, creating manuals and policy and procedures are my strength, as well as staff management
Hobbies and Interests: Crafting and art, anything outdoors, archaeology and anthropology.
SARAH HORNBY
Based at PRL.
Pronouns: she/her
Works: Alternate Weeks. Week 1: Monday 12pm-8pm, Tuesday & Wednesday 9am-5pm; Week 2: Monday-Thursday 9am-5pm.
Teams/roles: Inter library Loans lead, LibApps- particularly LibAnswers, LibWizard and LibGuides, LibApps Community Group CS Training Group Learning & Development Forum
Other Skills: Happy to have a go with most software- Word, Excel etc, please just ask :-)
Hobbies and Interests: Running, reading, yoga, nice places to visit around the country, cake and nice places to eat
SHARON SANDERSON
Based at PRL.
Pronouns: she/her
Works: Monday-Tuesday 9am-5pm, 1 weekend in 4
Teams/roles: Reservations, ILL
Hobbies and Interests: Reading, Travelling, Theatre, Films (especially horrors and musicals), spending time with my granddaughter Violet and my cavapoochon Poppy.
SUSAN WILLCOX
Based at PRL.
Pronouns: she/her
Works: Monday - Friday 9.00am-5.00pm
Teams/roles: Marketing and Communications including web page edits, Space and UX, CS Training Group, ALMA Fulfilment and Loan Policy, Study Well
Hobbies and Interests: Painting, tapestry weaving and embroidery
Customer Services Assistants
AMANDA BURSK
Based at PRL.
Works: Sunday (14:00-20:00) Monday (09:00-15:00) Wednesday (08.30-17:00)
Teams/roles: Editor of the Customer Service Blog, Reading Lists, SCONUL approvals
AMY CLYDE
Based at PRL and LAW.
Works: Monday 12pm-8pm, Tuesday-Thursday 9am-5pm, Sunday 9:30am-5:30pm
Teams/roles: Inter library Loans lead, LibApps- particularly LibAnswers, LibWizard and LibGuides, LibApps Community Group CS Training Group Learning & Development Forum
Other Skills: Inter-Library Loans and Law
BEN CHALLIS
Based at PRL and LAW.
Pronouns: he/him
Works: 9am-5pm Tuesday to Saturday, 12pm-8pm Wednesday, Fridays at Law
Teams/roles: ILL, Law
CATHERINE WARNER
Based at PRL.
Pronouns: she/her
Works: Thursday, Friday, Saturday afternoon and evenings, Monday afternoons
Teams/roles: SCONUL, lost property, learning lab (communication)
Other Skills: Interested in helping international students as I have studied abroad, help run the New Directions group with Colleague Wellbeing (a creative drop-in for women who have experienced domestic abuse)
Hobbies and Interests: Painting, creative writing, reading historical fiction, playing the flute, and listening to mainly folk music (all types)
CHRISTINA TAYLOR
Based at PRL and LAW.
Works: Monday-Wednesday morning in Liaison, Wednesday afternoon at Law, 12pm-8pm on Thursday and 9am-5pm on Friday
Teams/roles: Social media and marketing - creating content for our social media channels and producing designs for posters, postcards, plasma screens, etc.
Other Skills: I can help with LibGuides training and queries
Hobbies and Interests: Sewing, knitting and writing flash fiction (when inspiration strikes!)
COLIN FERGUSON
Based at PRL.
Works: 9am-5pm Mon, Wed, Thurs & Fri. 12pm-8pm Tuesday
Teams/roles: Inter Library Loans, Reservations, Reading Lists
Other Skills: I used to help with the photocopiers a lot and I do quite a bit of scanning on them.
Hobbies and Interests: Newcastle season ticket holder for decades, F1 nut. And I have a very cute cat.
GEORGIA CUTHBERTSON
Based at PRL.
Pronouns: she/her
Works: Mon-Wed 9am-5pm, Sat 12pm-8pm
Teams/roles: FAQ's team, Notices, Social Media and Marketing
Hobbies and Interests: Writing, Reading, History (particularly folklore and witch trials)
HELEN SHADDOCK
Based at WALTON.
Pronouns: she/her
Works: Wednesday 12:15-17:15, Thursday-Friday 08:45-17:15.
Teams/roles: Customer services, labelling books, lost and found books, headcounts, book repairs
Other Skills: First aider
Hobbies and Interests: Art, films, listening to audiobooks, walking, yoga
JANE RILEY
Based at PRL.
Works: 9am-2pm Tuesday to Friday, 8am-1.30pm on Saturdays
Teams/roles: Scanning, Reading lists, Sixth Form access forms, Sconul, Short Loan collection
Other Skills: I'm good with the MFD machines due to my scanning role, and I like looking for missing books which can turn up in all sorts of places
JOHN CHRISTOPHER GARDNER
Based at PRL.
Works: 8am-1pm, Monday-Friday
Teams/roles: Books on Loan queries, Alternative Format Requests, SCONUL access checking, Smartcard Statistics, Reading Lists
Other Skills: I am a professionally trained historian and librarian. I have worked in Special Collections and produced hand lists to uncatalogued materials. I contributed to an updated guide to Special Collections by writing the piece about the Trevelyan family. I have 30 years experience of working with library users at three different universities, Sunderland, Northumbria and Newcastle. I can undertake detailed historical and archival research and capable of writing the results of this in the form of a thesis or dissertation.
Hobbies and Interests: My hobbies are reading history, philosophy and theology. I have particular interests, and some expertise, in Nineteenth Century British intellectual and theological topics and the Victorian statesman, William Ewart Gladstone. I am interested in Classical and early music. I enjoy walking and use this as a form of self-therapy as well as exercise.
JUSTIN KEEPER
Based at PRL.
Teams/roles: Reservations, reading lists, scanning.
Other Skills: Curating skills in installing / de-installing exhibitions; project management; fundraising; sales; developing and delivering mentoring initiatives for artists/creatives.
Hobbies and Interests: 1st edition modern literature, artwork, funky trainers, mid century furniture, cooking, travel, booze and the gym.
KIM CLOUSTON
Based at PRL.
Works: Monday-Friday 8am-1pm.
Teams/roles: Reservations, Lost Property.
KYLE WILLIAMS
Based at PRL.
Works: Monday-Friday 8am-1pm.
Teams/roles: Scanning, reading lists.
Other Skills: Professional show off.
Hobbies and Interests: Theatre, music, games and long walks on the beach xoxoxox
LAURA BRAYSON
Based at WALTON.
Works: Weds 12.30pm-5pm, Thurs & Fri 9am-5pm
Teams/roles: Learning Lab Steering Group
Other Skills: 10 years in customer service management including training and coaching staff, 20 years of customer service experience in total
LAURA FISHER
Based at PRL.
Works: Monday, Wednesday, Thursday and Friday 9-5pm.
Teams/roles: I provide administrative support to Anne Middleton and the CS team (as well as Elizabeth Oddy and the Liaison & Academic Services team).
Other Skills: Meetings! (organising, minute-taking, etc), Excel, PowerPoint (and all the usual MS365 apps...) proof-reading, writing and waffling on ;)
Hobbies and Interests: Planning and organising (I love a detailed itinerary), music (I like a bit of everything, love anything live), reading (when I get the chance), food (self-confessed gannet), going out; exploring new places, enjoying what's on offer locally, socialising and celebrating things (I can make an excuse to celebrate anything).
LAUREN ROISIN MCELHONE
Based at PRL.
Pronouns: she/her
Works: 1-8pm Monday/Thursday/Friday/Sunday
Hobbies and Interests: I love to read, write and try out new creative endeavours. I also love yoga (although I don't do it enough) and have a mildly unhealthy addiction to Vinted.
LEIGH FORD
Based at WALTON.
Works: Sunday 10am-5pm, Monday-Thursday 9am-5pm
Teams/roles: Reading Lists, ILL, Reservations, Purchase Requests, UX, Medicine in Literature, EDI Libguide, Social Media, Marketing and Promotions
LYDIA NELSON
Based at PRL.
Works: Mon, Wed, Thurs - 9am to 5pm, Tues - 12pm to 8pm
Teams/roles: Marketing and Communications. Monitoring social media channels and producing content our various platforms. Producing posters and other promotional materials for departments across the library service.
Other Skills: I previously worked in public libraries and was also a licensee for a while, so I'm pretty good at dealing with drunk people...not sure how useful that is an Academic library though!
Hobbies and Interests: I love baking, singing, gardening, writing, working out and drinking wine!
MARK FORRESTER
Based at PRL.
Pronouns: any
Works: Monday-Thursday 8am-1pm, Saturday 10am-3pm.
Teams/roles: Law, Reading Lists, Lib Apps, Customer Contact Stats
MIKE LANGTHORNE
Based at WALTON.
Works: Fridays 4.45pm-10.00pm; Sundays 10.00am-5.00pm.
Other Skills: Lecturing/seminar leading; writing for publication (journals and book chapter).
Hobbies and Interests: Member of Durham Musical Theatre Company; formerly a private pilot; anything to do with history!
NICOLA BAXTER
Based at PRL and LAW.
Works: Tuesday-Friday 9am-5pm, Saturday 8am-4pm, Tuesday mornings and Thursdays at Law.
Teams/roles: Team Reg.
Hobbies and Interests: I read a lot and love reading challenges, like writing and like to stroke every cat that I see!
OLIVER O'DOHERTY
Based at PRL.
Works: 9am-5pm Monday, Tuesday and Thursday, 12pm-8pm Wednesday, 9:30am-5:30pm Sunday
Teams/roles: Scanning, Reading Lists, Libapps
RICHARD LONGSTAFF
Based at PRL.
Works: Full time Tuesday-Saturday (12pm-8pm finish on Tuesday and Thursday).
Teams/roles: Lib Apps, Registration and general all-round Library Assistanting
Other Skills: I come from the generation of kids who grew up troubleshooting their way through non-user-friendly systems, and in another life I am a computing graduate. I trained in Occuptational Therapy and was a community support worker for some time, this motivated me to work in libraries enabling independence.
Hobbies and Interests: I used to DJ and now enjoy making silly sounds twiddling dials and pushing buttons on little synthesisers. I love to follow and visit MotoGP which is the F1 of two wheels.
ROSIE MALLEN
Based at WALTON.
Works: 9am-12.30pm Wednesday (remote), 8.30am-5pm Thursday and Friday
Teams/roles: Reading lists, Registration, Medicine in Literature, Be Well, social media, promotions, displays
SHARON AYRE
Based at PRL.
Works: Sunday to Wednesday 1pm-8pm, Thursday 1pm-5pm
Teams/roles: Registration, Claimed Returns, Postal Loans/Returns
TRACY HOPE
Based at PRL.
Works: 9am-5pm Monday, Tuesday, Thursday and Friday, 12pm-8pm Wednesday
Teams/roles: ILL Team, looking after Customer Service page on Lib Apps, and scanning team when very busy.
VICTORIA PATTERSON
Based at WALTON.
Works: Monday-Friday 9am-5pm
Teams/roles: Registration, Reading Lists, Reservations, Social Media
Library Aides
ALYS RAINBIRD
Based at PRL.
Works: 10am-2pm Monday-Friday
Teams/roles: Shelving, Pick From Shelf/Expired Holds, Labelling
APRIL FAIRBAIRN
Based at PRL.
Works: Monday-Friday 9am-1pm.
Teams/roles: Reshelving books, labelling books, managing the click and collect service, creating FAQ's
Other Skills: I used to be a computer analyst/programmer and I'm used to creating new system flows. I also taught IT including Digital Photography, managed a small library in Aberdeen and for a short period of time ran the 24/7 Team here while Louise was on maternity leave.
Hobbies and Interests: Love listening to live music, climbing as many hills as possible and a general interest in wildlife, botany ,geology and lots of map reading.. I just love the outdoors and taking part in fun events.
CAROL LEGGATT
Based at PRL.
Works: 9am-1pm Monday-Friday
Teams/roles: Shelving, book bins, pick from shelf, expired holds, transits, labelling, fine sorting, stock withdrawal, stock moving, book cleaning
STACEY O'HANLON
Based at PRL.
Pronouns: she/her
Works: 1pm-5pm.
Teams/roles: Shelving items back to their location, processing reservations, transits, emptying the book sorter, headcounts, UX observational work.
Hobbies and Interests: I enjoy reading classic literature, thrillers, horror and particularly like Point Horror stories from the Children's section!
24/7 Attendants
AMY STONEHOUSE
Based at PRL.
Pronouns: she/her
Works: 12am-8am
Teams/roles: Study Room Team. Sanitary Basket Replenishment.
CHAN WARD-MERCER
Based at PRL.
Pronouns: they/them
Works: Monday-Wednesday 12am-8am
Teams/roles: We fix broken things around the library, run Ref. analytics surveys for customer services and generally attend to student wellbeing issues BOH, but the role is predominantly FOH.
Other Skills: I am a mental health first aider, feel free to email.
Hobbies and Interests: I'm a photographer and a writer, but I also volunteer with LGBTQIA+ youth.
HAIZI MCVITTIE
Based at MRLR.
Works: 9am-5pm.
Teams/roles: Library Attendant
Hobbies and Interests: Reading; Classical music; Travelling the world; New tech and/or languages...
IBRAHIM ALFARWI
Based at MRLR.
Works: 8am-4pm.
Teams/roles: 24/7 Library Attendant Team Customer Service: Assisting library users in finding resources, answering inquiries, and providing general information about library services. Circulation Services: Managing the borrowing and returning of library materials, checking in and checking out books, and ensuring proper record-keeping. Shelving and Organization: Shelving returned materials in the correct order, maintaining the organization of shelves, and ensuring that books and other materials were in their designated locations. Assisting with Library Programs: Supporting various library programs, workshops, and events by helping with logistics, setting up spaces, and providing assistance to participants. Technology Assistance: Assisting library users with basic technology-related queries, such as using library computers, printers, and other equipment. Enforcing Library Policies: Ensuring that library policies are followed, such as quiet zones, proper handling of materials, and adherence to borrowing guidelines. Inventory Management: Participating in inventory management processes, including shelf checks, weeding out outdated materials, and updating records. Maintenance: Reporting any maintenance issues or concerns in the library space, such as broken equipment, lighting problems, or cleanliness issues.
Other Skills: I possess strong skills in utilizing EndNote for efficient reference management
KEITH MCQUIGGAN
Based at PRL.
Works: Friday 12am to 8am; Sunday 12am to 8am [term time only]
Teams/roles: Book bins; pickings lists
Hobbies and Interests: German Literature; folk tales; horror films
LIAM GREENHOW
Based at MRLR.
Pronouns: he/him
Works: Monday 14:00-20:00. Wednesday-Friday 08:00-16:00
Teams/roles: Making sure the Marj does not fall apart :)
Other Skills: Supervisor/training staff skills - Headwaiter. Excellent research/analytical skills - History post grad.
Hobbies and Interests: Allotment/Crochet/Fencing/Gym/Drawing/Vegan Cooking/History/TTRPG/Board Games/Environmentalism
REBECCA ALDERSON
Based at PRL.
Pronouns: she/her
Works: Saturday-Monday 12am-8am.
Teams/roles: First Aider, Updating Manuals Team and Disability Awareness.
Other Skills: I have writing experience and I am good at recommending books. I have some digital library skills as well.
Hobbies and Interests: Reading, Swimming, Watching Films, Embroidery, Knitting, Horse Riding
ROSIE CALVERT
Based at MRLR.
Pronouns: she/her
Works: 4pm-12am on Wednesdays, Thursdays and Fridays, 2pm-10pm during holidays
Teams/roles: Library Attendant, 24/7 Team
SADIE NELSON
Based at PRL.
Works: Monday-Wednesday 12am-8am
Teams/roles: Mainly our role is front of house, but we assist with overnight enquiries / sign post to relevant support and deal with urgent maintenance & upkeep issues
Hobbies and Interests: Swimming & Embroidery