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Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
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Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
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Backin Circulation Again
Backin Circulation Again
Backin Circulation Again
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Backin Circulation Again

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  • 1.
    • A Conference for Circulation Managers and Staff
    • September 26-27, 2008
    • The University of Wisconsin
    • Madison
  • 2.
    • Presented by Linda Bruno
  • 3.
    • Excellent customer service is provided when you address these basic, less obvious needs:
      • LISTENING effectively
      • Providing OPTIONS
      • FRIENDLINESS
      • Empathy and understanding without JUDGEMENT
      • A feeling of CONTROL
      • INFORMATION
      • FAIRNESS
  • 4.
    • Customers ask for what they want; it is our job to also provide what they NEED
    • A customer’s needs may vary based on PERSONALITIES or CIRCUMSTANCES
    • Smile Selection
    • Suggestions Knowledge
    • Assistance Availability
  • 5.
    • EXCEED expectations
    • ANTICIPATE needs
    • LEARN about them
    • Give PERSONAL service
    • Make them feel SPECIAL
    • Use their NAME
    • Be familiar with NON-LIBRARY topics
    • ALERT them to new products/services
    • Know and adapt to their PERSONALITY
  • 6.
    • A smile
    • Please
    • Thank you
    • I’m sorry
    • I’d be glad to…
    • Their name
  • 7.
    • We don’t…never…can’t
    • You’ll have to…
    • That’s not my job
    • I don’t know
    • Why?
  • 8.
    • LISTEN to your customers
    • ANALYZE what you hear
    • Develop a PLAN
    • IMPLEMENT the plan
    • LISTEN AGAIN
  • 9.
    • Resist DISTRACTIONS and stay ALERT
    • Learn to listen ACTIVELY
    • Listen TWICE as much as you speak
    • Delay EVALUATION
    • Don’t INTERRUPT
    • Keep an OPEN MIND
    • RESPOND so they know you are listening
    • SUMMARIZE what they’ve said
  • 10.
    • Give them your FULL attention
    • Don’t treat them like an INTERRUPTION
    • Avoid MEDIOCRITY
    • Be KNOWLEDGEABLE about your organization
    • Be POSITIVE about your organization
    • APOLOGIZE when appropriate
    • Go the extra MILE
    • Find OPTIONS
    • Respond in a TIMELY manner
    • Always remember a customer never FORGETS
  • 11.
    • Let the customer VENT
    • Don’t open the NEGATIVITY door
    • Eliminate your EMOTIONS
    • OWN the problem
    • Say what you CAN do
    • Give OPTIONS if possible
    • Resolve it QUICKLY
    • FIX whatever caused the problem
    • Don’t take it PERSONALLY or HOME
  • 12.
    • Raising your voice
    • Undeserved anger
    • Losing interest in your job
    • Not putting forth effort
    • Dread customer contact
  • 13.
    • Make reducing STRESS a priority
    • EXERCISE
    • Find a HOBBY
    • RELAX
    • Have a SUPPORT system and RELEASE VALVE
    • ACCENTUATE the POSITIVE
  • 14.  
  • 15.
    • Better relationships
    • Better health
    • More focus
    • More fun
  • 16.
    • What I DO and how I BEHAVE
    • What I SAY and THINK
    • My WORK
    • The people I ASSOCIATE WITH
    • My basic physical WELL-BEING
    • The environment I LIVE IN
    • My TIME
  • 17.
    • Live from YOUR expectations, not others
    • Let go of TASKS that someone else can do or don’t need doing
    • Ask Yourself These Questions :
    • WHY am I doing this?
    • What do I want to ACCOMPLISH by doing this?
    • Do I need to learn to say “no” to MYSELF?
  • 18. Renee Ettinger- Reference and Instruction Librarian UWGB Emily Rogers- Coordinator of Access Services UWGB
  • 19.
    • Coordinating training under a Web based format
    • Content
    • Quizzes
    • Discussion Boards
    • Videos
    • Who can benefit?
    • Everyone
  • 20.
    • Eliminates repetition
    • Consistent
    • Efficient
    • 24 hour access
    • Mass communication
  • 21.
    • Wikis
    • Blogs
    • Content
    • Manuals
    • Borrow
    • Links to other departments
    • Colleagues
  • 22.  
  • 23.
    • Be ready to get your hands dirty
    • Commit to a path
    • Hold employees accountable
    • Update frequently
    • Don’t rely solely on on-line training
  • 24.
    • Discussion Board
    • Information & News
    • Lost and Found
    • Upcoming Events
    • Questions
  • 25.
    • Don’t let it become stagnant
    • Ensure new postings each week
    • Post only valuable content- no chatting
    • Rewards
    • Everyone must use them
  • 26.
    • http://wordpress.com
    • http://www.vox.com
    • http://pbwiki.com
    • http://www.wetpaint.com
    • Google “free blog” or “free wiki” for more
  • 27.
    • Change and Constancy in Circulation Services in the Digital Age
    • Brenda Hazard
  • 28.
    • PATRONS
    • Patrons are shrinking
    • What’s In?
    • CUSTOMERS
    • The public has options
  • 29.
    • COMMENT CARDS
    • What’s In?
    • CUSTOMER RATINGS
    • Online and e-mail surveys
  • 30.
    • SPACE FOR BOOKS
    • What’s In?
    • SPACE FOR USERS
    • Room for laptops, plugs, quiet reading areas
  • 31.
    • THE LIBRARY IS NOW CLOSED
    • What’s In?
    • 24/7
    • Program registration, volunteer applications
  • 32.
    • POLICIES AND PROCEDURES
    • What’s In?
    • STAFF EMPOWERMENT
    • Supply staff with tools and knowledge
  • 33.
    • FINES
    • What’s In?
    • LATE FEES
    • Pay to replace
  • 34.
    • SYSTEMS DESIGNED FOR OUR WORKFLOW
    • What’s In?
    • SYSTEMS DESIGNED FOR USER NEEDS
  • 35.
    • Be a patron at your library
    • Borrow a book
    • Wait in line at the circulation desk
    • Look for books in the stacks
    • Work in a public space
    • Bring a laptop
    • Use a public computer
    • Print something
    • EVALUATE THE EXPERIENCE
  • 36.
    • Discovering a Path to Success
    • Jo Ann Carr
    • Center for Instructional Materials and Computing
    • University of Wisconsin
  • 37.
    • Let go of negative opinions
    • Make sure employees have the tools to do their job
    • Provide clear expectations of values and vision
    • Know employee goals, stressors, how they define success
    • Train and retrain in problem solving
    • Ask how ‘you’ are doing
    • Pay attention to stories and rituals
    • Reward and recognize in meaningful ways
    • Be consistent
  • 38.
    • Let Go of Negative Opinions
    • All categories of staff have value
    • All employees are appreciated
    • Accentuate the positive
    • Make Sure Employees Have the Tools for the Job
    • Time
    • Supplies
    • Knowledge
    • Training
  • 39.
    • Provide Clear Expectations of Values and Vision
    • Quality of service
    • Sense of community
    • Convenience for customers
    • Know Employees Goals, Stressors and Definition of Success
    • Keep performance reviews accurate
    • Have staff bios and bulletin board
  • 40.
    • Train and Retrain in Problem Solving
    • Strive for guided independence
    • Ask How ‘You’ Are Doing
    • Upward evaluations
    • Open door policy
    • Staff meeting suggestions
  • 41.
    • I know what is expected of me at work.
    • I have the materials and the equipment to do my job right.
    • I have the opportunity to do what I do best everyday.
    • Someone at work seems to care about me as a person.
    • I frequently receive recognition or praise for doing good work.
    • There is someone at work who encourages my development.
    • My opinions seem to count
    • The mission/purpose of my company makes me feel my job is important.
    • My fellow employees are committed to doing quality work.
    • I have a best friend at work
    • In the last six months, someone has talked to me about my progress.
    • This last year, I have had opportunities to learn and grow at work.
  • 42.
    • Pay Attention to Stories and Rituals
    • Monthly newsletter
    • Staff meeting notes
    • Reward and Recognize in Meaningful Ways
    • Celebrate staff accomplishments
    • Celebrate individual accomplishments
  • 43.
    • Be Consistent!
    • Dynamic, flexible, committed employees
    • Continuous improvement
    • High expectations create high results
  • 44.  
  • 45.
    • A consortium of 50 Georgia public library systems
    • 275 facilities and bookmobiles
    • A common library automations systems
    • A database of over 9 million books and other items
    • A shared patron database of 2 million active PINES cardholders from all 159 Georgia counties.
  • 46.
    • The PINES library card is free to any resident of Georgia and may be obtained at any PINES library
    • The card can be used at any PINES facility
    • Materials may be returned to any PINES library.
    • Users may request materials delivered from any PINES location to their home library free of charge
    • New books are protected from intra-PINES delivery for six months
  • 47.
    • A statewide courier service delivers items to all headquarter libraries in PINES
    • PINES libraries agree to a common set of policies and procedures
    • PINES libraries agree to common fine structures
    • Fines and fees are paid at any PINES library
    • Overdue notices are processed centrally for a PINES member libraries
  • 48.
    • One interface that is easy to use
    • Users have increased access to statewide combined library collections
    • Convenience of using all 275 member libraries throughout the state
    • Common policies affecting the user experience
  • 49.
    • PINES is centrally administered
    • Participating libraries have automation costs paid; their contribution is sharing materials
    • PINES provides training in regional locations convenient to member libraries
    • Centralized help desk and support for software and common policies
  • 50.
    • We had reached the capacity of the existing software
    • Daily re-index at 1 pm
    • Many policies created around the limitations of the software
  • 51.
    • Focus groups
    • “ pretend it’s magic”
    • Incredible buy-in from members
    • Participation from library staff throughout the development process
  • 52.
    • Ease of use for customers
    • Enterprise class relational database
    • Scalability (ability to grow with PINES)
    • Flexibility
    • Data security
    • Corresponding reports
  • 53.
    • Search capabilities similar to popular websites
    • Added content including book cover images, reviews, and excerpts
    • Scalability in anticipation of PINES growth
    • Enhanced security features to keep patron information confidential
    • Customer empowerment to manage own accounts
    • Streamlined online catalog that works with screen readers
    • Virtual book bags that can be created, managed, and shared by the user
  • 54.
    • Evergreen Integrated Library System was developed using Open Source Software
    • Software development began in June 2004
    • All PINES libraries migrated to Evergreen on September 5, 2006
    • Debuted with online catalog, circulation, cataloging, and reports
    • Transactions, online catalog records, and customer records were migrated from the former system
  • 55.
    • More self service options including online bill pay
    • Migration of 4 libraries waiting to become PINES members
  • 56.
    • For more information and complete presentations visit:
    • www.slis.wisc.edu/continueed

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