Uploaded byKimberly Bishop
Enhancing the Patron Experience Through Collaborative Service
The document discusses enhancing the patron experience at libraries through collaborative service. It outlines how the Dayton Metro Library developed a customer service roadmap to shift from transactional to interactive service through collaborative staff scheduling and defined service roles like greeters and ask me desks. The Huber Heights branch piloted collaborative scheduling, finding benefits like increased opportunities for staff development but also challenges from paradigm shifts. Feedback was used to refine the roadmap and service roles to create a team-based approach tailored to each branch's needs. The presentation encourages libraries to start with small collaborative changes and focus on customer service.
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Enhancing the Patron Experience Through Collaborative Service
- 1. ENHANCING THE PATRONEXPERIENCE THROUGH COLLABORATIVE SERVICE Kim Bishop, Branch Manager – Huber Heights Karen Findlay, Branch Manager – West Carrollton Ohio Library Council , North Chapter Conference April 27, 2016 Holiday Inn Independence, OH
- 2. AGENDA 1. History &Background Evolving Library Services 2. DML’s System-wide Project Customer Service Road Map 3. Huber Heights’ Pilot Project Collaborative Scheduling 4. It’s NOT All or Nothing Ideas for Implementation Kim Bishop KBishop@DaytonMetroLibrary.org @Love4Libraries Karen Findlay KFindlay@DaytonMetroLibrary.org DaytonMetroLibrary.org #OLCN16 #EPEC @DaytonLibrary
- 3. HISTORY & BACKGROUND EvolvingLibrary Services
- 4. ADVANCES IN TECHNOLOGY Newtechnologies are bringing about change in libraries and information centers • Availability & Quantity • Speed of Delivery • Interconnectivity • Entrepreneurial Activities
- 5. LIBRARY SERVICES LANDSCAPE NationalTrends Library Funding Uncertain federal, state, local State & Local Workforce Cutbacks unemployment/underemployment Changing Community Demographics aging, diversity, literacy Mixed internet access digital divide still an issue
- 6. LIBRARY SERVICES LANDSCAPE Useof Library Services ↓ Print Book Borrowing ↓ Getting Help From Librarian ↓ Attending Program ↑ Using the Library as Place
- 7. LIBRARY SERVICES LANDSCAPE Useof Library Services http://www.pewresearch.org/fact-tank/2014/06/30/7-surprises-about-libraries-in-our-surveys/
- 8. USE OF LIBRARYSERVICES Evolving Customer Service Models In Libraryland: • Reactive to proactive service • Going to the patron • Predicting patron needs • Seamless use experience • Responsive websites • Integrated search features • Standardized policies and procedures across system • Service me anytime for free • Mobile devices • 24/7 website, text, email o Inadequate coordination o Need for improved internal communication
- 9. LIBRARY TECH TRENDS •Self Check-Out • Radio Frequency Identification (RFID) • Automated Materials Handler (AMH) • After Hour Lockers for Holds (24/7 lobby hours) • Responsive Websites (access on any device) • Mobile ILS applications (e.g. Polaris Leap®) • Wireless Communication (e.g. Vocera)
- 10. ARE REFERENCE LIBRARIANSBECOMING EXTINCT? If Reference is Dead, We Need an ID on the Body http://www.readingreality.net/2011/05/if-reference-is-dead-we-need-an-id-on-the-body/
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- 12. DAYTON METRO LIBRARY’SSYSTEM-WIDE PROJECT Customer Service Roadmap – Enhancing the Patron Experience
- 13. CUSTOMER SERVICE ROADMAP DML’sEnhanced Patron Experience Committee Guiding Principles: Mission Statement & Strategic Plan (outcomes are key) • Adopting profession-wide trend of decentralized service: - smaller service desks (in new buildings), increased use of roving, meeting the patrons where they are • Shifting from transactions to interactions; Becoming proactive instead of reactive • Developing adaptable staff roles: Greeter, Guide, Ask Me, Rover – Requires collaboration of information services and circulation services staff • The Roadmap is NOT one size fits all! – Managers and staff members must communicate about how to cover the roles at each location in order to provide outstanding customer service for the best patron experience
- 14. CUSTOMER SERVICE ROADMAP DML’sEnhanced Patron Experience Committee Guiding Principles: Mission Statement & Strategic Plan (outcomes are key) • Adopting profession-wide trend of decentralized service: - smaller service desks (in new buildings), increased use of roving, meeting the patrons where they are • Shifting from transactions to interactions; Becoming proactive instead of reactive • Developing adaptable staff roles: Greeter, Guide, Ask Me, Rover – Requires collaboration of information services and circulation services staff • The Roadmap is NOT one size fits all! – Managers and staff members must communicate about how to cover the roles at each location in order to provide outstanding customer service for the best patron experience
- 15. CUSTOMER SERVICE ROADMAP DML’sEnhanced Patron Experience Committee • One Stop Service Point • Specific Public Service Roles – Greeter – Guide – Ask Me Desk – Rovers
- 16. HUBER HEIGHTS PILOTPROJECT Collaborative Scheduling – Moving Toward the New Customer Service Model
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- 18. October 2013 1st Step: -combine RefSchedules (intro Google Cal) -new Music & Movies area (still 2 Circ Schedules)
- 19. TALKING ABOUT THECHANGE What do you LOVE about your job? Would you like to do MORE OF THIS? • Being Silly with Kids • Talking Books • Being Creative • Helping Patrons Navigate • Helping Coworkers • Connecting Patrons with Needs
- 20. FIRST IMPRESSIONS What didyou think? Please be honest. Staff Perspectives: • One Stop Service Effect • Broadening Viewpoints • Shift Time Adjustments Lessons Learned: • Timing is Important • Holiday week • Length of shift • Paradigm shift in concept of “downtime” or “slow times”
- 21. FIRST IMPRESSIONS What arethe issues we need to address? • Paradigm shift (change!) is hard • Basic assumptions challenged • Framework disrupted • Lots of issues • Questioning timing, explanation, reasoning, and planning • Important for managers to fully “unpack” the message • Challenging for staff & managers
- 22. EVALUTING AND MOVINGFORWARD What services were not easily adapted/swapped to be completed at a different service point? Creating the One Stop Service Point • Physical limitations on tasks • Cash register • Lost & Found • IT related • Formal job description responsibilities • Changes driven by patron needs • Deemphasizing in some areas, and emphasizing in other areas • Weight of job remains the same • Creates more opportunities for advancement
- 23. WHAT DID YOULEARN? • Everyone learned something • ILL • Calendar of Events • Circ tasks • Databases • and more! • Gave us an opportunity to learn more about our coworkers
- 24. Collaborative Schedule (version1.0) - 2015
- 25. COLLABORATIVE SCHEDULE Plus /Delta Exercise Plus + Good things as shared by staff • “Feelingz (so many of them)” • “Presence” • “Security Dragons” • “Segways!! – needed” • “Getting more exercise is kinda good ”
- 26. COLLABORATIVE SCHEDULE Delta - •Allow for a time and place for open discussion • True reasons often not immediately expressed Things to Consider when Implementing Change • Identify roving zones • Ensure contingency plans • Create a stronger sense of teamwork • Allow enough time – be patient! Plus / Delta Exercise
- 27. COLLABORATIVE SCHEDULES Service RolesBeing Developed with Feedback from Branch Staff CUSTOMER SERVICE ROAD MAP FINALIZED APRIL 2016 GREETERS Greeters will often be volunteers. Any staff member may be assigned this role, depending on service needs. Knowledge, Skills & Abilities • Friendly & Welcoming Demeanor • Awareness of Surroundings • Familiarity with Building Layout • Knowledge of Events in Building • Able to Assist with Self-CKI and Self-CKO
- 28. COLLABORATIVE SCHEDULE Service RolesBeing Developed with Feedback from Branch Staff CUSTOMER SERVICE ROAD MAP FINALIZED APRIL 2016 MAIN ASK ME DESK The Main Ask me Desk is like a “ONE STOP SHOP” where patrons can receive all available library services. This service point will most often be staffed with two staff members: one Public Services and one Information Services staff member. Knowledge, Skills & Abilities • Account Information & Library Cards • Guest Passes (only printed here) • Ask Me Line transfers (varies by location) • Reference Assistance & ILL Requests • Meeting room Reservations & Program Registration
- 29. COLLABORATIVE SCHEDULE Service RolesBeing Developed with Feedback from Branch Staff CUSTOMER SERVICE ROAD MAP FINALIZED APRIL 2016 NO EQUIVALENT FOR THIS BRANCH SERVICE POINT • Not “one size fits all” • Retrofitting existing location for model • No AMH/Self-CKI (still need several staff for returns)
- 30. COLLABORATIVE SCHEDULE Service RolesBeing Develop with Feedback from Branch Staff CUSTOMER SERVICE ROAD MAP FINALIZED APRIL 2016 SMALLER ASK ME DESKS & COLLECTION ROVERS Smaller Ask Me desks will be handled by Information Services staff members, ideally based on the staff member’s specific collection or audience speciality. Available Services • Contributes to covering all public services areas by roving the collection areas and public access computers • In-depth Reference, Research Assistance • Readers’ Advisory, Teacher Collections • Purchase Requests, ILL Requests • Technology Instruction & Troubleshooting • E-Resource Instruction & Troubleshooting • One-on-One Sessions (personalized assistance)
- 32. BENEFITS OF COLLABORATIVESERVICE A persuasive argument in favor of collaboration to enhance patron service • Creates a strong sense of organizational teamwork • Fosters professional development and continuing education among all staff • Provides more rewarding opportunities to staff who previously only performed routine tasks • Enables more flexible scheduling to cover service points during scheduled and unexpected absences • Allows staff to provide more of the value-added, individualized attention patrons have come to expect
- 33. IT’S NOT ALLOR NOTHING Ideas for Implementation
- 34. • DML BranchManagers implementing parts of service model in current locations • Small locations already collaborate at some level, can implement more ideas • Strong focus on customer service and teamwork • Evolving library services necessitate evolving library worker skills • Fewer repetitive tasks; More customer service oriented tasks • Nature of “Reference” continues to transform • How does your organization define Reference? • How do you/your coworkers/ your staff define Reference? • Need to have a common definition • Shift toward collaborative work environments, collaborative learning • Combined schedules is symbolic representation of one team with one goal Final Thoughts
- 35. JUST ONE IDEA It’sall you need to get started! One thing I can implement (or explore implementing) at my library is:__________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ Presentation slides available on Kim’s SlideShare page http://www.slideshare.net/librarymom Kim Bishop Kbishop@DaytonMetroLibrary.org Karen Findlay Kfindlay@DaytonMetroLibrary.org