Service Quality Improvement Council

Staffing Issues Group
Minutes, November 2, 1999

Present: Mary Beth Bean, Emily Horning, Charles Greenberg, Sandy Peterson

1. Revised Staff Recognition Awards documents---policy and procedures, nomination form and budget. Suggested changes to the nomination form. Document will be forwarded to SQIC for consideration.

2. Problem Patron Policy, Procedures and Training

Items discussed were:

• Coding patron files -- legal issues, consult Privileges Office and Circulation Support Group.

• Develop a library bill of rights---make it a positive statement

• Outline of what parts are needed: policy statement, description of unacceptable behaviors; reporting forms; procedures and sample responses; training package

• Reviewed sample policy statements and descriptions of behaviors

• Types of training and documentation needed:

all public service staff training; student assistant training; cheat sheets for responding to specific situations---on web and at public service points

• Review Yale Student Handbook to see what is included regarding behaviors

• Different types of problems---complaints vs. disruptive behaviors.

Recorded by Sandy Peterson, sandra.k.peterson@yale.edu