acrlnec 2009 - building community: how combined training improves customer service
DESCRIPTION
A presentation at ACRLNEC 2009TRANSCRIPT
How Combined Training Improves Customer Service
BUILDING COMMUNITY
What is community?
Welcome to Beatley
What do our patrons see?
Circulation
Technology
Reference
New Library, New Opportunities Overarching goals for the pilot project:
Improve the day to day operations Find opportunities for collaboration
Concrete issues: Student workers needed:
more support common knowledge common skills
Supervisor Meetings
What we discuss Managing students Anticipated issues Unanticipated issues
Unexpected outcome: we provide support for each other as managers and as professionals
Communication
Keys to our success Meetings InfoCommons blog Statistics modules
Why train together?
Get to know each other Everyone hears the same message at
the same time Reinforces that we have the same goals
Combined Orientation
Introduction into the services that each desk provides
Review of policies that impact each service point
Discussion of issues of common interest
Skill Building Workshops
Dealing with Difficult Situations Gianna Gifford, Librarian for the School of
Social Work Focused on strategies for dealing with difficult
situations
Skill Building Workshops
Providing Excellent Customer Service Rex Krajewski, Reference Services Librarian Focused on strategies for providing
excellent customer service
Socials
Getting to know you, getting to know all about you Fishing for Friends Speed Friending Desk Decorating Bake-offs and snacking
Challenges
Different Departments Communication Channels Different Budgets
Scheduling Meetings Trainings
Benefits
For us Support network for each other Space to vent Insight on managing No duplication of effort
Benefits
For our student workers Support from managers Network of peers Transferrable skills Shared communication channels Everyone is on the same page
Benefits
For our patrons Informed student workers Correct referrals Better service
What the future holds
Reinforcing (and rebuilding) service ethos and a team spirit
Additional trainings – professionalism and job skills Continued communication and planning
Takeaways
What you need: Support from administrators Collaboration between supervisors
What you get: An environment where student workers see themselves as part of a community of service
Takeaways
And while it helps if you have: Time Money
Having a community is: Fun!