Service Quality Improvement Council

Staffing Issues Group
Minutes, May 4, 1999

Present: Mary Beth Bean, Charles Greenberg, Maureen Heher (Minutes), Emily Horning, Cesar Rodriguez, Diane Turner, Sandy Peterson (Chair).

Charlie reported that the public services committee that he is a part of at the Medical Library, conducted a survey to see what issues members considered priorities for discussion. The issue that ranks highest was interpersonal communication.

Sandy mentioned that Kate Reynolds (Human Resources Training) lent a couple of videos on dealing with problem patrons and another one on effective reference interviews for her to review for potential training programs.

Sandy also spoke with Kate about the group's ideas for staff recognition awards. Kate expressed concern about the use of monetary awards. Kate's past experiences with cash awards had not worked well.

This generated discussions about whether an awards program was something that the group should consider at all. Discussed was the need to incorporate staff recognition and praise into the everyday functioning of the library. It is a process that needs to become a part of the culture of the institution.

The group decided that an awards program is a good way to increase awareness about the quality work performed by library staff and began a discussion about the set up of the program.

It was determined that the following topics are the essential issues:

1. categories of staff (library wide?) (M&P and C&T staff, students)

2. eligibility

3. criteria for the award

4. frequency of the award

5. who decides / selection process

6. what will the award consist of and what will it be named

7. target date for implementation

After much discussion, it was agreed that there should be an award for:

1. student assistants

2. a "rookie" staff member (has to have been employed for at least 6 months and no more than 2 years

After much discussion about award distinctions (internal service/external service; one award for C&Ts and one for M&Ps? Or just one general award?). It was generally agreed that the award(s) should be across the board with M&Ps and C&Ts in one category. No conclusion could be arrived at regarding the internal service vs. external service issue. Charlie suggested that everyone think about it and there will be further discussion next time.

Diane suggested that not only individuals could be recognized but that perhaps entire departments that practice quality service could be awarded.

The discussion then moved to what the award should consist of and what it should be named. Mary Beth suggested that the award should be named for a former employee who practiced superior service.

Charlie suggested that perhaps the Development Office could find a donor to endow the award and then it could be named for the donor.

The discussion then moved to how frequently the awards should be given. It was suggested that because the staff is so large, the award should be given quarterly. Emily voiced concern that this would create a committee that was overloaded and constantly meeting. There was also concern that if the award was given too frequently it would not carry the same weight or that it would lose its value. This issue remained undecided and discussion will continue during the next meeting.

The next meeting is scheduled for Tuesday, May 18, 1999 at 3:30 PM in room 411, Sterling Memorial Library.

Recorded by Maureen D. Heher, maureen.heher@yale.edu