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eXcellence in eReference
Heather Lausten, Dana Shreve, Dave Wildermuth
Grand Canyon University
Nov. 15, 2013
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Introductions
Heather Lausten~Curriculum Librarian • Responsible for integrating library resources into the online classroom
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Introductions
Dave Wildermuth~ Reference Librarian• Responsible for answering reference inquiries via e-mail, phone, chat and in-person
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Introductions
Dana Shreve~Reference Manager• Responsible for overseeing reference inquiries • 8 Reference Librarians• 4 Library Supervisors• 40 Student Workers
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Grand Canyon University
• 40,000 online students• 8,000 ground students• Expanding ground campus
(additional location)
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GCU LibraryOpen 99 hours (expanding to
113)Hours: Mon-Fri 7a-10p, Sat-Sun
10a-10p (expanding to midnight Sun-Thur.)
Services◦Phone – incoming calls all open
hours◦Email – answered within 24 hours
and during open hours◦Chat – M-F 9a-4p (up to 2 chats at a
time)◦In-person – all open hours, on
demand◦Library instruction
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Turnaround time
Jan Feb Mar Apr May
Jun Jul Aug Sep Oct Nov Dec0:002:244:487:129:36
12:0014:2416:48
Average Response Time
2012 2013
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2013
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2013
17%
8%
9%
3%
21%
0%1%
29%
8%
3% 1%
January - June Individualized Research Assistance by Subject
GeneralBusinessChristian StudiesCounselingEducationFine ArtsHumanitiesNursing & Health SciencesPsychologySocial SciencesSciences
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2013
30%
7%
12%
2%
28%
17%
2% 2%
January - June Directional by Subject
General+Basic
Access
APA
Circulation
Computer
InterLibrary Loan
Textbook
Transfer
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2013
16%
18%
55%
5%0% 1% 3% 1%
January - June Reference Assistance by Patron Level
Doctoral StudentGraduate StudentUndergraduate StudentUnknownAlumniFacultyStaffCommunity
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2013
Number of interactions (all modalities)
January – June - 23,357July – September - 14,858
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How do we do it?
Weekly meetingsTrainingPracticeTeamworkExceptional customer service
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Customer Service in eReference
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Three Truths about Customer Service
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Good Customer Service is the Expectation.
If their experience is good, they might tell someone.
If their experience is bad, they will tell everyone.
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The Customer is Not Always Right.
However…
The Customer is Always the Customer.
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Every Customer Deserves Your Best.
Treat every customer as though they are the most important person you will serve that day.
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How to Make Every Reference Experience the Best It Can be
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When you need help/don’t have an answer are you likely to:◦Give up◦Work at it until I figure it out, even if
it takes years◦Push myself until I’m frustrated
enough to call for help◦Ask for help immediately
Quick Survey
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Who Are You Talking To?Assumptions:
◦Someone with a need (embarrassed, state of need is volatile, always comes with emotional baggage)
◦Someone frustrated (It doesn’t exist- this system sucks)
◦Has tried already (tried for FIVE DAYS!)
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Who are you? What They See
Assumptions:◦Blocking the Way◦The Enemy/Culprit◦An Expert◦Savior
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What is in the way?
Lack of informationLack of resourcesLack of skill/knowledgeAnother party (person, group,
thing)Themselves (emotions, bias,
stubbornness)
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How to HelpIdentify the need
◦How? They tell you You know from experience You perceive it
Eliminate barriers to the need◦Some tips
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Aggravation, Frustration, and Tears
Don’t let these be yours!
A person in need is already in a heightened emotional state
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Bring it Down- Controlling Emotions
Set the Stage◦Good attitude◦Listen◦Affirmative language◦A promise of good customer service◦Develop rapport
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Fulfilling the NeedDeal with the most obvious
problem first
Evaluate how to help◦Give it to them◦Teachable moment◦Redirect
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But They’re Still:CryingYellingMean
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Black Belt Librarian says follow your ABCCs:◦A= Anxious: Not abusive but clearly
upset◦B= Belligerent: Increasingly hostile.
May be cursing the situation, but not you personally. May be calling you fairly innocuous names.
◦C= Control, Out of: Yelling, Disruptive, Cursing you Directly
◦C= Calm
What is their state?
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Solving in the Electronic mediumLanguage!
◦Never say “Calm Down”◦Positive language◦Tone
Don’t Give them Rope◦Emphasize don’t Agree◦Redirect/Focus on solving issue
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The Challenge:“Hot Calls”
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10% instruction, 90% therapyIrateTherapy callsDistractedDiscouragedImpededConfused