Sharing Practices, Sharing Values: Developing a Uniform Customer Service Curriculum Across Multiple Libraries

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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 user’s 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 youwalk until you have a line of sight to the nearest elevators and say “Ts are on X

floor, whichYou can get to taking the elevator through this doorway right here.”

  

Pithy Saying

Actions

Definition

Broad situation

Workshop Formula

3 facilitators per session

15 students, 13 staff

Eight sessions

6 people for discussion? Right?

Something might be off..

Too much of this!

Not enough of this!

Dividing the Instruction

Flipped Instruction

Dividing the Instruction

Examples from Staff