Service Quality
Improvement Council
Staffing Issues Group
Minutes, April 20, 1999
Present: Mary Beth Bean, Charles Greenberg (minutes), Maureen Heher, Emily
Horning, Cesar Rodriguez, Sandy Peterson(Chair)
Followup from previous meeting:
Emily identified and brought examples of academic institutions with WWW delivery
of library customer service expectations and initiatives:
<http://www.libraries.wright.edu/services/Customer_Services.html>
<http://www.bournemouth.ac.uk/service-depts/newlis/LIS_Gen/service.html>
<http://www.lib.uea.ac.uk/libinfo/mllibinf/sla96.htm>
Sandy also mentioned a 1997 ALA publication, " Customer Service Excellence:
a concise guide for librarians." by Darlene Weingand.
Sandy brought and distributed a printed compilation of examples of
academic library staff awards to illustrate the criteria, process,
and administration of such a program. These included the University
of California Irvine, the Georgia Institute of Technology, the University
of Georgia, the University of Houston, the University of Missouri-Columbia,
the University of Nebraska-Lincoln, the University of Notre Dame,
and Vanderbilt University.
DISCUSSION TOPICS
1. Problem Patron Training
Discussion continued on the previous proposal for an
instructor-led training session. Mary had received the Powerpoint
presentation file from the instructor she observed, and she promised to
re-distribute it to the group by email. She indicated that a YUL version
of such a session could be either a half or full day. The potential
sponsorship for a training session was not clear.
A suggestion was offered to consider that staff have a variety of
learning styles and could also be served by also constructing a
self-paced WWW-based tutorial on dealing with problem patron situations.
Kate Reynold's availability and participation in training on this topic
was raised.
The point was made to check wether the central SQIC should
initiate programs/resources and consider our task force role to be advisory
to them.
The point was raised as to whether a budget was available and how much could
be done with it. The Human Resources group representative was not present
to comment.
2. Staff Recognition
Sandy suggested that Diane Turner had heard that our group raised
this topic at the previous meeting, and she would appreciate a
draft of a possible staff recognition program. Issues that were
raised included the nomination procedure, the type of award (e.g., letter,
plaque, monetary), and the type of decision body. It was noted that
many successful committees for this type of task are not "top-down"
in representation.
After reviewing the sample packet provided by Sandy, all group members should
come with specific ideas at the next meeting.
3. Customer Service Training
An inquiry was made about the status of the Medical Library initiative
for circulation staff. Charlie will report back at the next meeting.
Maureen reported that the staff of the Beinecke Library are using
the Briggs-Meyer personality test and scale. They have no structured
customer service training but generally use mentoring and
training-by-example.
Cesar pointed out the need for basic etiquette training.
Mary suggested that some staff would benefit from informal counseling.
Sandy suggested that some libraries use "peer-coaching," which can only be
accomplished in a situation of trust and respect.
4. Communication
Email usage was suggested as a future topic.
The suggestion was made for a librarian leaders discussion group.
The next meeting is scheduled for May 4th, 1999, 3:30-4:30.
Recorded by Charles
Greenberg, charles.greenberg@yale.edu
