This document provides information about a library's roaming reference engagement program at Ryde Library. It discusses why the program was implemented, including to provide proactive customer service. It outlines that staff from different service points rotate through engagement activities. The document also shares engagement statistics from a two week period and examples of common customer requests. It poses questions and is signed off by the Programs Library Technician and Library Customer Services Coordinator.

1. Roaming Reference
Engagement at Ryde Library

2. Why Do We Engage?
• Proactive Customer Service
• Approachability & Friendliness
• WHS & Behavioural Concerns
• Navigation

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. 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. iPad Engagement
• Mobile Catalogue
• Library Apps
• Our Website
• Photos & Videos

6. Standard Shift
• Info Desk & Computer Area
• Hunt for Holds
• WHS & Cleaning Check
• Walkthroughs
• Top up Displays
• Shelving
Freepik.com

7. Types of Requests
• Circulation
• IT Assistance
• Directional
• Behavioural
• Programs
• RA
• WHS
• Other
Freepik.com

8. 2 Weeks of Engagement Stats
533 total requests over 15 days = 35 per day

9. Questions?
Freepik.com

10. Thank you for your time!
Vickey Foggin
Programs Library Technician:
Home Library Service
vfoggin@ryde.nsw.gov.au
(02) 9952 8365

11. Kate Stewart
Library Customer Services Co-ordinator
02 9936 8460/

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. 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. 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. 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. 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. 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. 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. 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. 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. Kate Stewart
Library Customer Services Co-ordinator
02 9936 8460/

22. Pop-up Libraries:
Thinkoutsidethebuilding
By Paul Garbin

23. What are they?

24. Community engagement
MarketingLibrary
services
Engage non-library users
Help build a culture of literacyin the community
What'sthevalue
ofapopup
Proactive community outreach

25. So you are interested in Pop-up’s?
Questions to ask before you start

26. What Pop-up is right for you?
• Big events
• Community festivals
• Community centers
• Street libraries
Different pop- up models

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. Thank you

29. Unseen Reference
Questions
Michelle Head, Albury LibraryMuseum Catherine Johnston, Coffs
Harbour Libraries

30. Albury LibraryMusuem

32. Coffs Harbour Library

34. http://www.incidentalcomics.com/2015/08/asking-questions.html

35. http://www.mhcs.health.nsw.gov.au/

39. Multimedia Platforms

40. www.facebook.com/mhcsnsw

41. NSW Multicultural Health Communication Service
Jesusa Helaratne, Media Manager
T. 02 8753 5006
E. jesusa.helaratne@health.nsw.gov.au