Millennials in the Library: Today's Student Library Worker Customer Service Training for Student Assistants in Public Services Mangala Krishnamurthy University of Alabama AACRL workshop Friday, October 7, 2005 Alabama Public Library Service Montgomery, AL

The Rodgers Library for Science and Engineering supports coursework and research in astronomy, biology, chemistry, geography, geology, mathematics, physics, engineering, nursing, and computer science. This library remains open until 2am from Sunday— Thursday for late night study.

Library’s Vision University Libraries strives for excellence in advancing the University's teaching, research, and outreach programs by anticipating information needs, providing access to resources, and promoting effective use of information by students, faculty, and staff. University Libraries strives for excellence in advancing the University's teaching, research, and outreach programs by anticipating information needs, providing access to resources, and promoting effective use of information by students, faculty, and staff.

Who’s Who Library Staff Library Staff –John Sandy, Head –Barbara Hedges, Reference Librarian –Mangala Krishnamurthy, Reference Librarian –Eloise Griffin, Library Associate, Student Supervisor –Annette Tinker, Library Assistant –Shinora Walker, Library Assistant –Vacant, Library Assistant –Vacant, Library Assistant (Part Time) –Student Assistants

Annette Tinker Library Assistant Reference Vacant Library Assistant Vacant Library Assistant Circulation (Part time) Barbara Hedges Reference Librarian Technical Services Eloise Griffin Library Associate Circulation Mangala Krishnamurty Reference Librarian Public Services John Sandy, Head Shinora Walker Library Assistant

Library Policies Student Conduct Student Conduct –Be friendly but do not become too personal with library users. –Greet all library users pleasantly. –Under no circumstances should any statements be made on the ability of other library personnel/users. –Keep social conversation brief. –Conversations with friends or other staff should cease in mid-sentence when a user approaches. –If you are busy helping someone at the desk and the phone rings, answer the phone and ask the caller to please hold. Display a positive and professional attitude Display a positive and professional attitude

Phone Etiquette Circulation desk phone is for BUSINESS only Circulation desk phone is for BUSINESS only Greetings Greetings No personal calls from the Circulation desk Phone No personal calls from the Circulation desk Phone If you receive a call, Keep the call length to a minimum If you receive a call, Keep the call length to a minimum No Cell Phone usage at the Circulation desk No Cell Phone usage at the Circulation desk Turn off the ringer on the cell phone Turn off the ringer on the cell phone Remember, you are at the public service point Remember, you are at the public service point

Who are our Patrons/Customers? Students Students Faculty Faculty Researchers Researchers Employees Employees Visiting Scholars Visiting Scholars Community Members Community Members

Customer Service 3 A’s in Customer Service 3 A’s in Customer Service 3 C’s in Customer Service 3 C’s in Customer Service High quality Service is the Goal of Rodgers Library. We are serious about it. High quality Service is the Goal of Rodgers Library. We are serious about it. You are the service provider You are the service provider Patrons comes first Patrons comes first

Customer Service…… cont’d Treat Users of the Library as Customers Treat Users of the Library as Customers Give accurate and reliable information. Give accurate and reliable information. We are accessible and easy to approach. We are accessible and easy to approach. Do it right and do it now-is the service state of mind Do it right and do it now-is the service state of mind

What makes a customer remember the service? Friendly service with respect, interest, and careful attention Friendly service with respect, interest, and careful attention Flexibility - finding a way, even when the need or request seems unusual Flexibility - finding a way, even when the need or request seems unusual Solving problems and making things better Solving problems and making things better

What makes a customer remember the service?...cont’d Admission of mistakes with sincere apology and reaching out Admission of mistakes with sincere apology and reaching out What do you want when you’re the customer?-This may help us all to treat our customers the way we want to be treated! What do you want when you’re the customer?-This may help us all to treat our customers the way we want to be treated!

Team Work TEAM=Together Everyone Achieves More TEAM=Together Everyone Achieves More We are a team in this library We are a team in this library A staff of 8 and student assistants. A staff of 8 and student assistants. Fish Philosophy Fish Philosophy

Summary Reiterate Reiterate Wrap-up Wrap-up Q & A Q & A “Coming together is a beginning, staying together is a process, and working together is a success.” – Henry Ford “Coming together is a beginning, staying together is a process, and working together is a success.” – Henry Ford

University Libraries' Student Appreciation Day

References & Readings William K. Black. Libraries and student assistants : critical links. New York : Haworth Press, William K. Black. Libraries and student assistants : critical links. New York : Haworth Press, Kathman J.M. and Kathman M.D. “What difference does diversity make in managing student employees.?” College & Research Libraries 59.4 (1998) Kathman J.M. and Kathman M.D. “What difference does diversity make in managing student employees.?” College & Research Libraries 59.4 (1998) Gorman, Audrey. Accessibility, Diversity, and Customer Service. Webcast, 2003 Gorman, Audrey. Accessibility, Diversity, and Customer Service. Webcast, 2003 Fred Pryor Seminars. How to Deliver Exceptional Customer Service. Fred Pryor Seminars. How to Deliver Exceptional Customer Service. Barden Ronald. “They Are Employees, After All.”, Educause Quarterly. 2, 2004 Barden Ronald. “They Are Employees, After All.”, Educause Quarterly. 2, Hasty, Douglas. “Student Assistants as Library Ambassadors: A Specialized Customer Service Training Program.” Poster Presentation ALA Conference, New Orleans,LA Hasty, Douglas. “Student Assistants as Library Ambassadors: A Specialized Customer Service Training Program.” Poster Presentation ALA Conference, New Orleans,LA