Backin Circulation Again

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