Backin Circulation Again

524 views
411 views

Published on

Published in: Education, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
524
On SlideShare
0
From Embeds
0
Number of Embeds
21
Actions
Shares
0
Downloads
3
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Backin Circulation Again

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

×