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5 minute talks for Reference at the Metcalfe

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Library Engagement: a reference love story - Vickey Foggin (Ryde)
Tech Fast February - Kate Stewart (North Sydney)
Library Pop Ups in Local Community Centres - Paul Garbin (City of Sydney)
Invisible reference (parts 1 and 2) - Michelle Head (Albury) and Catherine Johnston (Coffs Harbour)

Published in: Education
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5 minute talks for Reference at the Metcalfe

  1. 1. Roaming Reference Engagement at Ryde Library
  2. 2. Why Do We Engage? • Proactive Customer Service • Approachability & Friendliness • WHS & Behavioural Concerns • Navigation
  3. 3. “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” ~ Jeff Bezos, Amazon.com founder
  4. 4. Everyone Engages • 4 Hour Rotating Roster: – 1 person on info desk – 1 person on returns (1st backup for info desk) – 1 person on engagement (2nd backup for info desk)
  5. 5. iPad Engagement • Mobile Catalogue • Library Apps • Our Website • Photos & Videos
  6. 6. Standard Shift • Info Desk & Computer Area • Hunt for Holds • WHS & Cleaning Check • Walkthroughs • Top up Displays • Shelving Freepik.com
  7. 7. Types of Requests • Circulation • IT Assistance • Directional • Behavioural • Programs • RA • WHS • Other Freepik.com
  8. 8. 2 Weeks of Engagement Stats 533 total requests over 15 days = 35 per day
  9. 9. Questions? Freepik.com
  10. 10. Thank you for your time! Vickey Foggin Programs Library Technician: Home Library Service vfoggin@ryde.nsw.gov.au (02) 9952 8365
  11. 11. Kate Stewart Library Customer Services Co-ordinator 02 9936 8460/
  12. 12. WHY? • Increased customer demand for technology assistance • Variety of portable devices being used • Customer feedback • New PCs with new PC/print management software • Increased demand for eResources • Pressure on key staff • New customer service desk- changes to desk tasks and processes
  13. 13. STEP ONE: TECHNOLOGY SKILLS LIST • Identify key tech skills for each frontline customer service role • Prepare a list for all staff to check their skills against • Collect information to see common areas for training
  14. 14. STEP ONE: TECHNOLOGY SKILLS LIST • Reminding staff- it’s a goal, not a test. There’s no deadline. • Doesn’t matter if you don’t know now- you will!
  15. 15. STEP TWO: HOW? Peer mentoring • staff with high skills in particular areas matched with suitable learners • Work time allocated to work on items from their checklist • 1 hour each week during Feb
  16. 16. STEP TWO: HOW? Tech drop-ins • 4 sessions scheduled through February. • Provide a range of devices to play with • Guided by two experienced/ confident staff • Emphasis on sharing knowledge and helping each other to work things out • Snacks, cake, chocolate
  17. 17. STEP TWO: HOW? Group training • Small and large group sessions scheduled to cover common areas: • Using the library catalogue • Databases • Using the Council website • Emergency/ system down procedures PPA goals • Tech skills objectives added to the annual performance plans of all customer service staff
  18. 18. CHALLENGES Matching appropriate mentors • Lots of part-time/casual staff & large spread of hours • Difficulty scheduling time to meet • Creating fair balance- some staff need more help than others Scheduling group training • Always tricky Messaging/ communication • Making sure all supervisors are on board & repeating the same goals Maintaining momentum • Finding time & energy to keep this as a priority Pressure on key staff • Particular skilled staff take the load- but this is easing as the skill base improves
  19. 19. SUCCESSES! • Better understanding of what’s expected on the desk and who to ask for help • Confidence in helping customers- more prepared to try • More open sharing of knowledge and willingness to ask questions • Fewer panic moments / less fear of “looking stupid” by asking for help • Identified several staff as excellent trainers/mentors- further opportunities for development • Identified need for more structured and regular training
  20. 20. SUCCESSES! • Several staff excelled- and not the ones we expected! • Additional research in their own time • Watching clips online • Booking out devices to take home • Non smartphone users trying many things for the first time • Sharing discoveries • Rewarded with achievement awards
  21. 21. Kate Stewart Library Customer Services Co-ordinator 02 9936 8460/
  22. 22. Pop-up Libraries: Thinkoutsidethebuilding By Paul Garbin
  23. 23. What are they?
  24. 24. Community engagement MarketingLibrary services Engage non-library users Help build a culture of literacyin the community What'sthevalue ofapopup Proactive community outreach
  25. 25. So you are interested in Pop-up’s? Questions to ask before you start
  26. 26. What Pop-up is right for you? • Big events • Community festivals • Community centers • Street libraries Different pop- up models
  27. 27. So you think a Pop-up is right for you? • Staff (their interest and time) • Collections (Physical or e-resources) • Partners (community or festival) • Signage (banners, signs, posters) • Shelves/Tables (something to display the items) What you will need….
  28. 28. Thank you
  29. 29. Unseen Reference Questions Michelle Head, Albury LibraryMuseum Catherine Johnston, Coffs Harbour Libraries
  30. 30. Albury LibraryMusuem
  31. 31. Coffs Harbour Library
  32. 32. http://www.incidentalcomics.com/2015/08/asking-questions.html
  33. 33. http://www.mhcs.health.nsw.gov.au/
  34. 34. Multimedia Platforms
  35. 35. www.facebook.com/mhcsnsw
  36. 36. NSW Multicultural Health Communication Service Jesusa Helaratne, Media Manager T. 02 8753 5006 E. jesusa.helaratne@health.nsw.gov.au

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