Service Quality Improvement Council

Staffing Issues Group
Minutes, March 30, 1999

Present: Charles Greenberg, Maureen Heher, Mary Beth Bean, Cesar Rodriguez, Emily Horning, Sandy Peterson

I. Meeting schedule:

April 20th, 3:30-4:30

May 4th, 3:30-4:30

May 18th, 3:30-4:30

II. Discussion items:

1. Training for public service responsibilities

• Customer service training/Kate Reynolds

• Problem Patron

• Importance of how this training is described/getting public service staff to become involved (perhaps as how you would want to be treated as a user)

Follow-up: Emily will circulate information on service level agreements; Sandy will photocopy CRL article on reference communication which Charlie discussed; Mary Beth will find information about the problem patron program she attended; Sandy will ask Kate about giving feedback on the content of the customer service training module; Charlie and Emily will bring information on surveys of user satisfaction.

2. Skills/requirements necessary for public service employees

How to design job descriptions and hire employees with necessary skills to be successful in public service

3. Communication among public service staff

Possible avenues: brown bag lunches, coffees, incentives to participate (release time)

4. Public Service Staff recognition (students and full time staff, all levels)

Library/university recognizes longevity of staff but no recognition for a job well done, except at the unit level (dependent on initiative of supervisor).

Follow-up: Sandy will discuss possibilities with Diane Turner (Human Resources)

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