Presentation on theme: "Sharing Practices, Sharing Values: Developing a Uniform Customer Service Curriculum Across Multiple Libraries."— Presentation transcript:
Sharing Practices, Sharing Values: Developing a Uniform Customer Service Curriculum Across Multiple Libraries
Outline Impetus Development of Best Practices Implementation
Adding to the Library 2 (libraries)3 (departments) 4 (service points) Need for explicit practices
Our Best Practices Walk there Refer Right Confirm First Steps Understand your limits Share the Screen Anticipate the need Provide Options Confirm Next Steps Greet by Eye Contact Speak English, not Librarian Stand in their Shoes
Multiplying Collaboration 7 seed ideas 14 contributors 20 ideas from survey Top 3 essentials 11 best practices
An example Walk there (Providing line of sight directions, Offering to walk with interested users, Offering to walk with confused users, Walking to workspaces when troubleshooting): There are three components of this 1. Walk until the user can see clearly to their destination to assist users who appear hesitant. 2. Offer to walk with the most interested users in order to connect and answer questions. 3. Walk with a user to their workspace when troubleshooting, to save the users time and solve the problem. Example: A user is trying to find a particular book in the T section. You offer to go with them to help them find the book. They say they just need to know where it is, so you walk until you have a line of sight to the nearest elevators and say Ts are on X floor, which You can get to taking the elevator through this doorway right here. Pithy Saying Actions Definition Broad situation
Workshop Formula 3 facilitators per session15 students, 13 staffEight sessions6 people for discussion? Right?
Something might be off.. Too much of this! Not enough of this!