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