Yale University Library

Service Quality Improvement Council

Yale University Library
Service Quality Improvement Council

SQIC Minutes
November 26
2-3:00 pm
SML 409

Attendees: Danuta Nitecki, Alan Solomon, Diane Turner, Pam Mouzon, David Stern
Absent: Carol Jones, Fred Martz, Ellen Hammond, Mark Gentry, Susan Crockford-Peters

We will be changing the date/time of future meetings:
3rd Thursday, 1-2:30pm
starting Jan. 15, Feb. 19, March 18, April ,15 May 20

ANNOUNCEMENTS
1. The SQI web site needs to be updated (David will work with Maryetta)
We will include local SQI initiatives on the web site in response to Moving Forward comments.
2. Still need to identify a new Technical Services representative to replace Joan
3. Quality Improvement Awards Committee - still on target, and have extended deadline for nominations to December 8; The 2004 SQI Awards Ceremony will be held on Monday, February 23, 2004.

4. Workstation Use Policies enforcement options
Alan will chair a small working group to develop some alternatives for enforcing our appropriate use policies for public workstations. Will ask the following people to be members: Karen Reardon, Dale Askey, a representative from Cross Campus, and SSL and/or Divinity. Options may include authentication software, policing, signage, etc.

NEW BUSINESS

I. Outside Initiatives Review

1. A/V Support proposal (Tobin Nellhaus)
We reviewed the revised service support expectations document. A number of clarifications were made to the document. A table of equipment locations needs to be developed. Tobin will present the revised document to SQIC and it will be forwarded to LMC for decisions on policy and support issues. Tobin will lead the SML Implementation Team and will report back on findings in order to share this information with other units at various stages of implementation.

II. Forums (Quality Improvement Culture Development)

The purpose of these sessions is to revitalize, publicize, and demonstrate SQI value. To create a more powerful SQI culture and new successes.

Public meetings (topics and schedule)

1. "Public" Services Forum
Long Term Goals
intention: raise cultural awareness as an important first step:
have staff understand Quality and/or Process Improvement (with Demos),
learn how to determine customer expectations (communications issue),
learn to evaluate services based upon evidence-based decisions:
using tool such as the recently completed reader surveys.

Danuta presented a draft announcement highlighting the ELI EXPRESS and Borrow Direct improvements. The preliminary date of December 3 for this first session, Learning about Quality Improvement: First Experiences, will be postponed until January 6th.

FUTURE "Public" Services Forum SESSION TOPICS:

Selection to Acquisitions QI analysis (summary of learning and creativity tricks/tips),
The Use of Consultants,
other?

2. Customer Service Forums update (Danuta)

Susan Burdick, Marybeth Bean and Danuta Nitecki met twice this semester to brainstorm and evolve a program plan in response to the idea for mounting a library program series on customer services. The following reflects notes from our discussions, concluding with a timetable for action. These sessions will be called QUALITY TIME.

Program Objectives:
Offer opportunity to front line staff to learn Customer Service skills/techniques and quality improvement principles. To identify where needed, clarification of library wide service policies, procedures, expectations
Deliver in a non-threatening way.

Frequency and duration:
One hour in duration, presented twice to provide opportunity for differently scheduled staff and if possible, at different locations. Short [<15 minutes] “program” presentation on Q-Tips/lessons and then engage discussion. Include time for participants to raise new concerns. Aim to schedule sessions in February and April

Possible topics for session focus: Telephone etiquette; Angry patrons; Written responses;
Expectations for good customer services; Working in concert with others - cross libraries; Help patrons to be self-sufficient - how to persuade customers to help themselves; Assisting persons with disabilities; Service rules - why enforce them, be consistent and when to bend them; Resources at the service desk - what minimally should be at close reach to anyone expected to provide customer service [e.g. access to Front Door web sites & what to be sure to know about them]

The idea of creating an eventual certification plan leading to Ambassadors was mentioned.

ROUNDTABLE

Reminder:

On December 10, 2003, a Disability Awareness Workshop is to be held in the SML Lecture Hall from 10 a.m. 11:30 a.m. It is designed to suggest responses to questions much like those above, as well as address other issues surrounding the subject of people with disabilities. The film, "A Video Guide to (Dis)Ability Awareness", will be shown and will serve as a springboard for group discussion. In this film, a number of individuals share their experiences and describe in their own words the type of interactions with others that allow them to maintain a sense of dignity.

For a preview of the workshop that may be completed prior to December 10th, please go to:
http://www.library.yale.edu/~jemmet/TestAwareness.pdf

The Disability Awareness Workshop is sponsored by the Accessibility Resource Network (ARN) and the Staff Training and Organizational Development (STOD) committees.

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