Service Quality
Improvement Council
Staffing Issues Group
Minutes, February 22, 2000
Present: Charlie Greenberg, Maureen Heher, Emily Horning (recording), Sandy
Peterson (Chair), Cesar Rodriguez, Diane Turner
I. Extreme weather policies: In early February Sandy sent a note to
the members of LMC asking them to comment on the extreme weather policy proposal
developed by the Staffing Issues Group and its possible effects on LMC members'
libraries. Sandy received only two responses (from Joan Swanekamp and David
Stern). Because of the small number of responses, the group decided to move
forward and present the first draft to the SQI Council for review. Charlie
asked if the library has any documented comments from readers about current
or potential extreme weather policies. Anecdotal evidence from group members
suggests use of reading rooms is high during extreme weather events, but
use of staffed service points like reference desks is not. Sandy will return
to LMC to ask for suggestions in getting reader input. Charlie will ask the
Research Workstation Group about developing another pop-up survey on this
topic. Danuta had some additional comments on the group's first draft;
Sandy went over these.
II. Problem patrons: The group returned to the problem patron discussion.
Charlie described a recent incident at Medical, of a parent dropping off
a young child in the library and not returning for several hours. This is
a recurring problem. Charlie asked if the library had any written policies
for staff to consult in a situation like this. Such a policy might be
particularly helpful for evening and weekend staff. Group members agreed
that there should be an overall policy statement (including language to deal
with situations like the one Charlie described), a list of procedures, a
training program (to be developed in coordination with LHR) and a manual.
The group agreed to use the UCLA problem patron document as a basis for
discussion. We will begin with the problem of physical and verbal abuse.
Sandy reminded the group of the Yale Undergraduate Regulations
(http://www.yale.edu/ycpo/undregs/pages/I.html
) which partially address this topic.
The group will meet again on March 7, 2000.
Recorded by Emily Horning,
emily.horning@yale.edu
