Transcript
A Conference for Circulation Managers and Staff
September 26-27, 2008
The University of WisconsinMadison
Presented by Linda Bruno
Excellent customer service is provided when you address these basic, less obvious needs:1. LISTENING effectively2. Providing OPTIONS3. FRIENDLINESS4. Empathy and understanding without
JUDGEMENT5. A feeling of CONTROL6. INFORMATION7. FAIRNESS
Customers ask for what they want; it is our job to also provide what they NEED
A customer’s needs may vary based on PERSONALITIES or CIRCUMSTANCES
Smile SelectionSuggestions KnowledgeAssistance Availability
EXCEED expectations ANTICIPATE needs LEARN about them Give PERSONAL service Make them feel SPECIAL Use their NAME Be familiar with NON-LIBRARY topics ALERT them to new products/services Know and adapt to their PERSONALITY
A smile Please Thank you I’m sorry I’d be glad to… Their name
We don’t…never…can’t You’ll have to… That’s not my job I don’t know Why?
1. LISTEN to your customers2. ANALYZE what you hear3. Develop a PLAN4. IMPLEMENT the plan5. LISTEN AGAIN
Resist DISTRACTIONS and stay ALERT Learn to listen ACTIVELY Listen TWICE as much as you speak Delay EVALUATION Don’t INTERRUPT Keep an OPEN MIND RESPOND so they know you are listening SUMMARIZE what they’ve said
Give them your FULL attention Don’t treat them like an INTERRUPTION Avoid MEDIOCRITY Be KNOWLEDGEABLE about your organization Be POSITIVE about your organization APOLOGIZE when appropriate Go the extra MILE Find OPTIONS Respond in a TIMELY manner Always remember a customer never FORGETS
Let the customer VENT Don’t open the NEGATIVITY door Eliminate your EMOTIONS OWN the problem Say what you CAN do Give OPTIONS if possible Resolve it QUICKLY FIX whatever caused the problem Don’t take it PERSONALLY or HOME
1. Raising your voice2. Undeserved anger3. Losing interest in your job4. Not putting forth effort5. Dread customer contact
Make reducing STRESS a priority EXERCISE Find a HOBBY RELAX Have a SUPPORT system and RELEASE
VALVE ACCENTUATE the POSITIVE
Better relationships Better health More focus More fun
What I DO and how I BEHAVE What I SAY and THINK My WORK The people I ASSOCIATE WITH My basic physical WELL-BEING The environment I LIVE IN My TIME
Live from YOUR expectations, not others Let go of TASKS that someone else can do or
don’t need doing
Ask Yourself These Questions:
WHY am I doing this? What do I want to ACCOMPLISH by doing this? Do I need to learn to say “no” to MYSELF?
Renee Ettinger- Reference and Instruction Librarian UWGB
Emily Rogers- Coordinator of Access Services UWGB
Coordinating training under a Web based format
Content Quizzes Discussion Boards VideosWho can benefit? Everyone
Eliminates repetition Consistent Efficient 24 hour access Mass communication
Wikis Blogs
Content Manuals Borrow Links to other departments Colleagues
Be ready to get your hands dirty Commit to a path Hold employees accountable Update frequently Don’t rely solely on on-line training
Discussion Board Information & News Lost and Found Upcoming Events Questions
Don’t let it become stagnant Ensure new postings each week Post only valuable content- no chatting Rewards Everyone must use them
http://wordpress.com
http://www.vox.com
http://pbwiki.com
http://www.wetpaint.com
Google “free blog” or “free wiki” for more
Change and Constancy in Circulation Services in
the Digital Age
Brenda Hazard
PATRONSPatrons are shrinking
What’s In?
CUSTOMERSThe public has options
COMMENT CARDS
What’s In?
CUSTOMER RATINGSOnline and e-mail surveys
SPACE FOR BOOKS
What’s In?
SPACE FOR USERSRoom for laptops, plugs, quiet reading areas
THE LIBRARY IS NOW CLOSED
What’s In?
24/7Program registration, volunteer applications
POLICIES AND PROCEDURES
What’s In?
STAFF EMPOWERMENTSupply staff with tools and knowledge
FINES
What’s In?
LATE FEESPay to replace
SYSTEMS DESIGNED FOR OUR WORKFLOW
What’s In?
SYSTEMS DESIGNED FOR USER NEEDS
Be a patron at your library
Borrow a book Wait in line at the circulation desk Look for books in the stacks Work in a public space Bring a laptop Use a public computer Print something
EVALUATE THE EXPERIENCE
Discovering a Path to Success
Jo Ann CarrCenter for Instructional Materials and
ComputingUniversity of Wisconsin
1. Let go of negative opinions2. Make sure employees have the tools to do their
job3. Provide clear expectations of values and vision4. Know employee goals, stressors, how they
define success5. Train and retrain in problem solving6. Ask how ‘you’ are doing7. Pay attention to stories and rituals8. Reward and recognize in meaningful ways9. Be consistent
Let Go of Negative Opinions
All categories of staff have value All employees are appreciated Accentuate the positive
Make Sure Employees Have the Tools for the Job
Time Supplies Knowledge Training
Provide Clear Expectations of Values and Vision
Quality of service Sense of community Convenience for customers
Know Employees Goals, Stressors and Definition of Success
Keep performance reviews accurate Have staff bios and bulletin board
Train and Retrain in Problem Solving
Strive for guided independence
Ask How ‘You’ Are Doing
Upward evaluations Open door policy Staff meeting suggestions
1. I know what is expected of me at work.2. I have the materials and the equipment to do my job right.3. I have the opportunity to do what I do best everyday.4. Someone at work seems to care about me as a person.5. I frequently receive recognition or praise for doing good work.6. There is someone at work who encourages my development.7. My opinions seem to count8. The mission/purpose of my company makes me feel my job is
important.9. My fellow employees are committed to doing quality work.10. I have a best friend at work11. In the last six months, someone has talked to me about my
progress.12. This last year, I have had opportunities to learn and grow at
work.
Pay Attention to Stories and Rituals
Monthly newsletter Staff meeting notes
Reward and Recognize in Meaningful Ways
Celebrate staff accomplishments Celebrate individual accomplishments
Be Consistent!
Dynamic, flexible, committed employees Continuous improvement High expectations create high results
A consortium of 50 Georgia public library systems
275 facilities and bookmobiles A common library automations systems A database of over 9 million books and
other items A shared patron database of 2 million active
PINES cardholders from all 159 Georgia counties.
The PINES library card is free to any resident of Georgia and may be obtained at any PINES library
The card can be used at any PINES facility Materials may be returned to any PINES
library. Users may request materials delivered from
any PINES location to their home library free of charge
New books are protected from intra-PINES delivery for six months
A statewide courier service delivers items to all headquarter libraries in PINES
PINES libraries agree to a common set of policies and procedures
PINES libraries agree to common fine structures
Fines and fees are paid at any PINES library Overdue notices are processed centrally for
a PINES member libraries
One interface that is easy to use Users have increased access to statewide
combined library collections Convenience of using all 275 member
libraries throughout the state Common policies affecting the user
experience
PINES is centrally administered Participating libraries have automation
costs paid; their contribution is sharing materials
PINES provides training in regional locations convenient to member libraries
Centralized help desk and support for software and common policies
We had reached the capacity of the existing software
Daily re-index at 1 pm Many policies created around the limitations
of the software
Focus groups
“pretend it’s magic”
Incredible buy-in from members
Participation from library staff throughout the development process
Ease of use for customers Enterprise class relational database Scalability (ability to grow with PINES) Flexibility Data security Corresponding reports
Search capabilities similar to popular websites Added content including book cover images,
reviews, and excerpts Scalability in anticipation of PINES growth Enhanced security features to keep patron
information confidential Customer empowerment to manage own
accounts Streamlined online catalog that works with
screen readers Virtual book bags that can be created,
managed, and shared by the user
Evergreen Integrated Library System was developed using Open Source Software
Software development began in June 2004 All PINES libraries migrated to Evergreen on
September 5, 2006 Debuted with online catalog, circulation,
cataloging, and reports Transactions, online catalog records, and
customer records were migrated from the former system
More self service options including online bill pay Migration of 4 libraries waiting to become PINES
members
For more information and complete presentations visit:
www.slis.wisc.edu/continueed
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