delivering on yes

8/9/2019 Delivering on Yes

1/21

NetTrek is an online training program designed to develop and strengthen library

and technology skills for DBRL staff. Questions or comments should be sent to

Brandy Sanchez, NetTrek Coordinator, at [email protected]

NetTrek: Online Staff Training

Delivering on YesNo Logs Project


2/21

Why are we doing this?

Our strategic plan calls on us to implement and developcustomer service initiatives.

One of the key ideas at the heart of the plan is expanding and

enhancing library services.

One of our core values as an organization is service excellence.

One way to identify priorities is to identify obstacles to good

customer service and to explore opportunities for new services.

One way to identify obstacles is to keep a written log of every

time a customer is told no, or we cant do that.
http://www.dbrl.org/strategic-planninghttp://www.dbrl.org/about/vision-mission-values-goalshttp://www.dbrl.org/about/vision-mission-values-goalshttp://www.dbrl.org/strategic-planning


3/21

Timeline

Staff is currently engaged in an action plan to implementpriorities for this current year.

No logs will be recorded from March 22 through April 18.

A summary of results will be posted on the Intranet for staff.

Project results will go to the Customer Services Initiative (CSI)

Committee.

The CSI Committee will review and forward theirrecommendations to the Administration for further research

into feasibility & budget impact.

New implementation strategies will be adopted for the next

planning cycle or 2011 budget requests.


4/21

Who will be involved in this project?

Everyone in the DBRL system we are all involved incustomer service either on the frontline, or in supporting

the infrastructure, collections, and buildings for those on

the frontline.

Including Administration, Buildings & Grounds,

Collection Management, Circulation, Information

Technology, Outreach, Public Relations, Public Services,Technical Services.


5/21

What do we expect from the logs?

To find out if we place obstacles between the user & the service.

To identify trends that could be used to improve our customer

service or to identify new trends coming from our fast-paced

society.

To get different perspectives from all our service points and

programs.

To find out if our rules and policies are user-centered, or if they

serve the organization.

To advance recommendations for planning and budget

consideration.


6/21

What do I do?

Use the online log formon the Intranet to log

any interaction with a

patron where we sayno, or we cant do

that.


7/21

What is a log?

A description of aninteraction with a patron

or group of patrons at a

point in time.


8/21

What is a no?

Examples:

Sorry, we dont accept debit cards.

No, I cant renew your books if they are billed.

No, this is a reference book and cant be checked out, but

No, we dont have a public notary, but

Even if you dont say no outright, and you think there

is an opportunity for the library to offer a new service ormake a current one better, please add this to the log.


9/21

Turning a No into Yes or It depends

Two different groups use the

Friends Room at CPL on

Saturday or Sunday and each

ask for a different set-up of

the room. We used to sayno because we did not have

the staff to change the set-

up. Now, we say yes

because our maintenancestaff make it happen.


10/21

Turning a No into Yes or It depends

Do you have a fax machine? Yes.

Can I print this in color? Yes & No. We have a color copier in

each building, but not a color printer.

Can I get this book delivered to my library tomorrow?

Yes, but it depends.

Order textbooks? No. Have some in the collection? Yes.


11/21

Yes or No?

Do you know where the library gets its books bound?

I cant tell you about your interlibrary loan, but

I need to download some software. Can I do it at the library?

Do you have a Braille typewriter?

Can I download one of your electronic books?

Someone picks up my books every week. Since you shortened

the time that books are held from 7 to 6 days, I miss gettingsome of my requests. Can you change this for me?


12/21

Saying No to Each Other

We depend on each other. If you receive a no fromanother department that impacts the delivery of good

customer service, enter it into the log.

Do you say no more often during weekend andevening hours when we do not have a full service staff?

Does another department, or another branchs policy

or procedures keep you from saying yes?

Should we say yes in one building and no in

another?


13/21

You Need to Know

Your entry is anonymous.

Log it the next day or as you have time.

Write as little or as much as you need to convey the no

in the service response.

Suggest a way to improve our services in the future.

Log the same no as many times as it occurs beginning on

the first day of the survey, March 22.


14/21

You Need to Know

It is OK to say no we will always have constraints orlimitations on what we can do. These include fairness,

safety, privacy, and consideration of the public good.

All entries will be treated in a supportive, not criticalmanner when they are reviewed and evaluated.

This does not replace the comment form.


15/21

How long will it last?

We will begin logging on Monday, March 22 andfinish on Sunday, April 18. This study may be

repeated again at a different time of year as a way

of staying up to date with our patron needs orquestions.


16/21

Where is the log form?

On the Intranet or at the NetTrek blog, where youcan also review this presentation:

http://intranet.dbrl.org

http://NetTrek.dbrl.org


17/21

What a Log is Not

It is not an evaluation of how you answer aquestion or how you respond to a patron.

It is not an evaluation tool to see how much you

know about any subject or how much you know

about library policy or procedures.

It is not an evaluation of other staff and theircustomer service although the log may record

times when other staff are involved in a no

answer.


18/21

Other Library Log Projects

Delivering on Yes Glen Carbon Centennial Library, ILhttp://www.libraryjournal.com/article/CA6716260.html

Baltimore County Public Library No Logs Study

http://findarticles.com/p/articles/mi_qa3858/is_20030

9/ai_n9281699/

Generating Goodwill: Turning No Into Yes

http://search.ebscohost.com/login.aspx?direct=true&d

b=f5h&AN=18738593&site=ehost-live
http://www.libraryjournal.com/article/CA6716260.htmlhttp://findarticles.com/p/articles/mi_qa3858/is_200309/ai_n9281699/http://findarticles.com/p/articles/mi_qa3858/is_200309/ai_n9281699/http://search.ebscohost.com/login.aspx?direct=true&db=f5h&AN=18738593&site=ehost-livehttp://search.ebscohost.com/login.aspx?direct=true&db=f5h&AN=18738593&site=ehost-livehttp://search.ebscohost.com/login.aspx?direct=true&db=f5h&AN=18738593&site=ehost-livehttp://search.ebscohost.com/login.aspx?direct=true&db=f5h&AN=18738593&site=ehost-livehttp://search.ebscohost.com/login.aspx?direct=true&db=f5h&AN=18738593&site=ehost-livehttp://search.ebscohost.com/login.aspx?direct=true&db=f5h&AN=18738593&site=ehost-livehttp://findarticles.com/p/articles/mi_qa3858/is_200309/ai_n9281699/http://findarticles.com/p/articles/mi_qa3858/is_200309/ai_n9281699/http://www.libraryjournal.com/article/CA6716260.html


19/21

We Want to Say Yes Committee

The We Want to Say Yes Committee is happy to hearfrom you. Please ask us questions or pass on any

comments you have so we can improve the log project.

Tim Dollens [email protected]

Jerilyn [email protected]

Althea Harris [email protected]

Patricia Miller [email protected]

Judy Pruitt [email protected]
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


20/21

Lets Get Started!

Photo by Kate Protzman
http://spreadsheets.google.com/viewform?hl=en&formkey=dHI3cUZmbk1tNkI0WHZLeWdoYVFfUGc6MA


21/21

NetTrek.dbrl.org

delivering on yes

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