Service Quality Improvement Council

October 18, 2000

Agenda

1. Announcements, questions, future agenda items

2. Seamless Document Delivery (report distributed)

3. Problem Patron Policy (report attached as pdf) (Sandy Peterson)

Minutes

Present: Sue Crockford-Peters, Suzanne Eggleston, Holly Grossetta Nardini, Emily Horning, Danuta Nitecki, Sandy Peterson, Andy Shimp, Martha Smalley, Paul Stuehrenberg (chair), Joan Swanekamp

Absent: Katie Bauer, Fred Martz

I. Announcements, questions, future agenda items

• New Reference Services Web page

• Discussion of the two SQIC forums to be held on 10-25-00 and 10-31-00

II. "A Seamless Document Delivery Service Proposal"

Danuta Nitecki commended the progress and investigation of the new Document Delivery Group. It was noted that the Document Delivery Group is also engaged in work on the Library Management System Migration (LMS) project. The preceding Document Delivery Group (chaired by Kenny Marone) had submitted a report as the new one began its work. The current Document Delivery Group reviewed the report of the earlier group and may present the valuable background material in context of its final summary and recommendations. This report offered a description of the "seamless" document delivery concept and suggested service standards, several of which will be adopted.  

III. Guidelines to Respond to Problem Behavior 

Work on this issue was tabled in June, but the issue has been revisited by the Staffing Issues Group in an effort to move recommendations on procedures forward. As per the request of the SQIC, the variety of existing forms were consolidated into one standard security violation report form.

A lively discussion with regard to proposed guidelines for coping with situations in which "readers violate library staff's inherent right to be treated with civility and respect"  consumed much of the meeting. Points for clarification were identified. SQIC recommended that

• the general principles underlying the guidelines be pulled to the top of the document

• the campus police be invited to clarify what our expectations should be [Sandy intends to consult the police on this matter.]

• staff be instructed in differentiating between illegal versus annoying behavior

• an overarching introductory statement, that includes descriptions of a number of possible scenarios and responses, be added to the beginning of the document.

Danuta stressed the importance of ensuring that staff in all public areas are trained to deal appropriately with cases of unacceptable patron behavior. Paul added that the safety of the staff member is the first priority. It should be established that if an act is clearly illegal, the police should be called immediately.

Sandy requested that further comments be forwarded to her. The Staffing Issues Group will amend its document as advised by the SQIC. Sandy will ask Diane Turner for suggestions on whom to contact in campus police to establish appropriate police response to library requests for assistance. The document will be posted online after its approval by the SQIC.