SALCTG – serving scottish academic libraries

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SALCTG is the Scottish Academic Libraries Cooperative Training Group. We collaboratively run courses to train staff in Scotland's academic libraries. This Slideshare is a presentation I gave to the Customer Services Practitioners Group 20th June 2013

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SALCTG – serving scottish academic libraries

  1. 1. SALCTG – Serving ScottishAcademic LibrariesTwitter @SALCTG (and @karenmca) Karen McAulayhttp://salctg.blogspot.co.uk/ Convenor SALCTGScottish Academic Libraries Cooperative Training GroupMusic & Academic Services Librarian, Royal Conservatoire of Scotland1
  2. 2. SALCTG’s Remit• Training for Everyone – all Levels, anyMember Institution• Library Training for Library Staff• General Training for Library andInformation staff• Deciding What to Offer2
  3. 3. SALCTG and Customer Services3Managing Student Behaviour – a popularrecent course on customer services by trainerAsh Charlton“As library and learning spaces evolve to include cafes, social andcollaborative spaces, is it still necessary to set boundaries for studentbehaviour? How can we address potential problems in a positive wayand ensure the library is still an appropriate place for learning?”
  4. 4. SALCTG – Our Recent Plenary4• Plan, Aims and Objectives – capable of beingmonitored and flexible enough to update.• 2 Questions:-• (A) What customer services training iscurrently given?• (B) Blue sky and a crystal ball –What CST would you like?
  5. 5. Comments round the Table• On the spot• Observations on the current scene• Trends• Not a scientific survey• Not intensive brainstorming• Some wishes and aspirations5
  6. 6. Current Scene6• In-House (Library or Institutional Level)• Induction• On the Job (‘Sitting next to Nellie’)• Regular, on various themes• SALCTG Courses Supplement In-House
  7. 7. Constant Considerations7• Different staff training challenges in large andsmall libraries• Large – offering training to everyone• Small – making time whilst running service• Not forgetting evening/weekend staff• Size of library can also affect type of trainingoffered and finding suitable trainer – which iswhere SALCTG courses can help!
  8. 8. Present Circumstances - £££• Current economic climate• Library viewpoint: value for money• Customer viewpoint: ‘paying customer’.Expectations.8
  9. 9. Present Circumstances - Ethos• Good customer services is part of everyone’srole• External regulation as well as internalaspiration – customer service ombudsman,new regulations for universities, etc• Trend to bring together front-line services9
  10. 10. The times they are a-changing (1)• Changing ways of doing things inevitably leadsto training issues, eg …• Roaming staff with iPads• More electronic services• Student queries are about information andthe technology carrying/processing thatinformation10
  11. 11. “The times they are a-changing”(2)• Not just changes in WHAT training to provide• Also changes in HOW to provide it• The institutional VLE offers opportunity totrain large numbers of staff in-house (butmitigates against cooperative training)11
  12. 12. “The times they are a-changing”(3)• Another training need – change management12
  13. 13. Generic Skills• When it comes to customer services, many ofthe skills are generic and not solely applicableto library and information work, eg:-• Working with international students• Communication skills• Equality and diversity• Managing student behaviour• Assertiveness• Using customer feedback13
  14. 14. To VLE or not to VLE• VLE a good way to cover basics – and to reachdifferent sectors of workforce• … but can be a box-ticking exercise – theoryminus practice• Knowing how, is not the same as activelydoing14
  15. 15. Theory and Practice• However we train staff in theoretically goodcustomer service, practical training comesnext• In house (departmentally or institutionally)• Externally (within or beyond the library/infosector)15
  16. 16. SALCTG’s rôle incustomer service training (1)• Forum for sharing best practice – both at theplenaries and in training sessions16
  17. 17. SALCTG’s rôle incustomer service training (2)• Cooperative training, generally within thesector• Benefits for those being trained• (Not forgetting a day away from the desk tofocus on one aspect of the job!)17
  18. 18. SALCTG’s rôle incustomer service training (3)• Balancing Act• What’s Available• What’s Called for18
  19. 19. Flexible, forward-thinking19
  20. 20. SALCTG and CTG• Support the SALCTG plenaries• Save info re trainers and training opportunities• Share your ideas– What worked– What might work– What’s neededThank you!K.McAulay@rcs.ac.uk20

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