Service Quality Improvement Council

June 14, 2000

Agenda

1. Announcements, questions, future agenda items

2. Recap on Daniel Seymour visit (Danuta Nitecki)

3. Problem patron document (Sandy Peterson)
   http://www.library.yale.edu/~jpark/PROBPAT8.pdf

4. Instruction Group report (Martha Smalley)
   http://www.library.yale.edu/Administration/SQIC/GITF99-00.pdf

Minutes

Present: Sue Crockford Peters, Emily Horning, Fred Martz, Danuta Nitecki, Sandy Peterson, Rich Richie, Martha Smalley, Joan Swanekamp, Paul Stuehrenberg

Absent: Katie Bauer, Suzanne Eggleston, Kenny Marone, Andy Shimp

I. Questions, announcements, future agenda topics.

• Paul announced that LMC had received the proposed carrels policy favorably, but had not yet adopted it, as some members who could not be present had raised concerns about the proposal. The document was tabled, and (with some revisions) will return to the LMC agenda soon.

  In the discussion, LMC members suggested review of the carrel service, including possible extension of who is eligible to be assigned carrels. SQIC suggests that this issue be referred to the Circulation Support Group for discussion.

• Danuta reported receipt of a report from the original Document Delivery Group that will serve as background for the new Document Delivery Group. The current group has begun its work to clarify success factors for a library-wide Document Delivery program based on reader and staff feedback, to review processes involved in existing services related to document delivery, and select a couple of key improvement strategies to undertake this year. The group will monitor progress using agreed measurements. Later this month, the group will retreat for 1 1/2 days to give concentrated attention to the planning phase, with facilitated help from Sue Lorimer and Danuta Nitecki, and additional expertise and background from Joan Stein (Carnegie Mellon University Library).

II. Seymour visit.

Danuta reported on Dan Seymour's visit. Although he was considerably under the weather, his participation with the library Friday was effective. The sense was that he accomplished what we hoped during his discussions with SQIC, the Document Delivery Group, and the Instruction Group. He cautioned that the SQI Support Director (Holly Grosetta-Nardini) not be expected to do all the work relating to the improvement of service quality, but work to be an agent of change, strengthening the organization to continually improve services. Danuta expects to receive a written report from Mr. Seymour and will share it with the Council.

III. Policy Statement Re Problem Patrons.

Sandy presented the draft on a policy statement regarding problem patrons. The discussion made it clear that the current draft was attempting to do two things: present a policy and a procedural document advising staff how to deal with problem situations. SQIC advised the Staffing Issues Group to separate the two documents. The draft guidelines should be shared with the Circulation Support Group and RSC for comments and suggestions on what practical advice will support frontline service staff in addressing difficult situations and uncooperative readers. The Staffing Issues Group should then formulate a policy statement about use of the libraries, clarifying our "philosophy" on public access, and use of space, equipment, and materials. The policy document might incorporate a statement on the appropriate use of workstations (the issue raised by Scott's memorandum to the Council). Once drafted, this document should be reviewed with appropriate university offices and LMC.

IV. General Instruction Task Force Report.

Martha presented the report of the General Instruction Task Force. It was clear that the Task Force accomplished its charge, developing a library-wide instructional program. For the coming year the Instruction Group will provide oversight and coordination for the continuing program. We need further discussion of how we will accomplish the dual roles of program development (process improvement) and program implementation. SQIC needs to discuss this in the larger context of its membership and the charges to its constituent groups. SQIC received the report of the Task Force and recommended that it be shared as an information item at LMC.