Quality Customer Service on a Budget Mary Ann Venner Head of Access Services UNT Libraries.

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Presentation transcript:

Quality Customer Service on a Budget Mary Ann Venner Head of Access Services UNT Libraries

Background

Access Services Department November 2011 Access Services Librarian Fines Manager Reserves/ Night Manager Stacks Manager Student Assistants(10) Document Delivery Manager Outreach Coordinator Student Assistant Manager Student Assistants (19) Book Repair Manager Office Manager Interlibrary Loan Supervisor Lending Manager Student Assistants (4) Borrowing Manager Student Assistants (4) Graduate Library Assistant

Seized Opportunities Restructured the Department Examined Services Examined Workflows

Access Services Department Structure April 2013 Head of Access Services Circulation Support Supervisor Catalog Maintenance Manager Document Delivery/Faculty Delivery Manager Holds Manager Student Assistants (4) Graduate Library Assistants (2) Services Desk Supervisor Student Assistants (10) Reserves Manager Fines Manager Stacks Management Supervisor Student Assistants (9) Interlibrary Loan Supervisor Borrowing Manager Lending Manager Graduate Library Assistant Student Assistants (8)

Benefits Better management of services and staff Increased opportunities to assess services and workflows to improve user satisfaction Management skills development for staff Provided more avenues for input

Improved Workflows=Better Customer Service Streamlined book return processing all notices Use an i-Pad for stacks searching Created Monthly ILL accounts Reviewed reasons for cancelling ILL requests Use of QR codes on brochures/in stacks

New and Improved Services Pay fines by phone Food for Fines Ask a Shelver Faculty Delivery Service Expanded Document Delivery and ILL Liaison in the Stacks Posters Combined Service Desk

Desks Access Services Staffed November 2011

Desks Access Services Now Staffs The Library Services Desk

Library Services Desk Fines Reserves Checkout ILL Library Cards Graduate Carrels Reference (added in June 2012)

Benefits Better customer service for patrons Ability for full time staff to work on projects Cross training-builds skill set On the job mentoring Cost savings on student assistant expenditures

Cost Savings-Student Assistant Expenditures

Other Areas of Cost Savings 40% reduction in printing Attending free webinars

Lessons Learned Create an innovative environment Embrace change Invite and welcome feedback Assess strategies and workflows each semester Engage your staff and your patrons in the process Market internally and externally Always think of your customers

Future services Online holds ing due dates/eliminating use of receipt printers Expanded use of QR codes Mobile apps

Thank You Mary Ann Venner Head of Access Services University of North Texas Libraries