Service Quality Improvement Council

Staffing Issues Group
Minutes, September 14, 1999

Present: Diane Turner, Emily Horning, Maureen Heher, Charles Greenberg, Mary Beth Bean, Sandy Peterson

1. Plaques for awards: Group discussed possible locations for wall plaques in Sterling Memorial Library. A possible substitute would be a virtual plaque on the library's web page. No resolution of this issue.

2. The group reviewed a proposed budget. Sandy will get estimates from Yale University caterers for party for 250 and 500. Emily will get estimates from Bridget Burke, Arts of the Book, for certificates and framed plaques.

3. The group reviewed the proposal in light of comments received from Danuta regarding more emphasis on improving service quality. Additional wording changes were made to the proposal (attached). It was decided to ask that the revised proposal be added to the agenda of the next SQI meeting.

4. The group then discussed its next project as charged by SQI---developing a policy/guidance/manual/training for handling problem patrons. Discussion included defining problem patron situations and examples. Mary Beth noted our earlier discussion of a problem patron presentation given by a Boston College librarian. Group members will do research on problem patron programs for the next meeting.

5. The meeting schedule for October and November is:

October 5

October 19

November 2

November 16

All meetings will be from 3:30-4:30 in SML Room 410.

Meeting adjourned at 4:35.

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