"Quality Service in an Impersonal World"
Is service important in today's do-it-yourself world? Is the traditional model of reference service - where a librarian interacts one-on-one with a user - still of value? And what defines quality library service in today's interconnected technological world? Representatives from the business, library, and educational fields presented their opinions on why service is important (or not) and what factors lead to quality service.
This was the last program that I attended at ALA and perhaps the most inspiring -
Nordstrom's perspective on service was presented by Robert Spector:
- Connect people with what they need
- Best advertisment is word of mouth
- Customer Service Departments? Everyone in an organization is in Customer Service
- The Key: think like the customer. Give the customer what they want and they'll come back!
- The Challenge: become "The Nordstrom of....Libraries"
After hearing some of the Nordstrom stories, I wanted to go out and find a Nordstrom and shop!
Orange County Public Library's story of customer service was presented by Donna Bachowski, Head of Reference Central.
- They have Quest Line - a dedicated telephone reference. Video conferencing technology also
connects patrons to Quest Line
- Information booth at entrance - greater answers directional questions or calls a librarian (mobile
gamma) to come and meet the patron.
- Mobile Gamma - roving reference program - librarians are assigned a service zone: greet
patrons and go with them until they find information (cross departments & floors) - six librarians
per shift on each floor
- End panel OPACS & telephones to reach Mobile Gamma staff
- Great website offering great service 24/7
My only response - wow!
Rutgers, The State University of New Jersey 's celebrated Marie Radford spoke from the educators perspective:
- Go for "Wow Service" instead of all the excuses
- Reference statistics are going down at the reference desks but e-reference statistics are going
up (on the college level - not so high in public libraries)
- "Heaven forbid we promote telephone reference when everyone from grade schoolers to seniors
are carrying them around"
Service excellence - Make it your choice and encourage your colleagues!
See what I mean about an inspiring program. Comments welcome!
Wednesday, September 24, 2008
ALA Anaheim, CA - Program 6
"Reach Out & Touch Someone: Public & School Libraries Collaborate for Student Success"
Librarians from Washington State gave an overview of their program, "Connecting Learners to Libraries," and offered tips to increase public and school collaboration for the benefit of students.
Their program funded collaborative projects to promote information literacy and life-long learning projects. Ninety mini-grants were distributed and some of the projects included: information literacy, database/catalog training, collection development, reading programs, homework help, and more.
Tips for all librarians to increase public library and school collaboration
-regular communication
-cross promote: newsletters, blogs, visits, etc
-select a liaison: one from your library and one from your contact school
-topics of interest: identify topics of interest and promote with booklists, brochures, displays, etc.
All of us have been in the position of not having enough information for a school assignment and we say to ourselves, "Why didn't the teacher call before giving the assignment?"
Perhaps we need to follow some of the tips above and get to know our education partners before assignments are given out.
Comments welcome!
Librarians from Washington State gave an overview of their program, "Connecting Learners to Libraries," and offered tips to increase public and school collaboration for the benefit of students.
Their program funded collaborative projects to promote information literacy and life-long learning projects. Ninety mini-grants were distributed and some of the projects included: information literacy, database/catalog training, collection development, reading programs, homework help, and more.
Tips for all librarians to increase public library and school collaboration
-regular communication
-cross promote: newsletters, blogs, visits, etc
-select a liaison: one from your library and one from your contact school
-topics of interest: identify topics of interest and promote with booklists, brochures, displays, etc.
All of us have been in the position of not having enough information for a school assignment and we say to ourselves, "Why didn't the teacher call before giving the assignment?"
Perhaps we need to follow some of the tips above and get to know our education partners before assignments are given out.
Comments welcome!
-
Tuesday, September 23, 2008
ALA Anaheim, CA - Program 5
"Providing Technology Services on the Front Lines"
Universities are leading the charge but some public libraries are trying to develop an understanding of the new technology among their staff too.
Beaufort County Library adapted the 23 Things program for her library in order to have a staff that could answer patron questions on the new technologies. Their web administrator created a twelve week voluntary technology learning program - some quit right away because it was more work than they had anticipated but the majority finished the 12 week session and enjoyed it. For more information, check their blog at http://amandabclclass.blogspot.com/
DePaul University's School for New Learning worked with their IT Department to integrate new technology into the online program. They developed the site using Blackboard - it incorporates web pages, email, discussion boards, chat rooms, small group areas, and more to create an online learning environment.
American University - Roving Technology Assistance Program assists library users with basic computing needs. Roving Tech can be contacted through the Information Desk or by clicking on the help button on all library computers and chat with a tech. Those needing more extensive help are referred to the university's many free workshops.
North Carolina State University - reduced its print collection and introduced high-end computer work stations (and a Wii!) Ask Us via e-mail, telephone, virtual chat, or at the reference desk. Search Assist is a librarian search service offering convenient, expert database searching.
Interesting programs for providing technical assistance!
Universities are leading the charge but some public libraries are trying to develop an understanding of the new technology among their staff too.
Beaufort County Library adapted the 23 Things program for her library in order to have a staff that could answer patron questions on the new technologies. Their web administrator created a twelve week voluntary technology learning program - some quit right away because it was more work than they had anticipated but the majority finished the 12 week session and enjoyed it. For more information, check their blog at http://amandabclclass.blogspot.com/
DePaul University's School for New Learning worked with their IT Department to integrate new technology into the online program. They developed the site using Blackboard - it incorporates web pages, email, discussion boards, chat rooms, small group areas, and more to create an online learning environment.
American University - Roving Technology Assistance Program assists library users with basic computing needs. Roving Tech can be contacted through the Information Desk or by clicking on the help button on all library computers and chat with a tech. Those needing more extensive help are referred to the university's many free workshops.
North Carolina State University - reduced its print collection and introduced high-end computer work stations (and a Wii!) Ask Us via e-mail, telephone, virtual chat, or at the reference desk. Search Assist is a librarian search service offering convenient, expert database searching.
Interesting programs for providing technical assistance!
Monday, September 22, 2008
ALA Anaheim, CA - Program 4
"What is the Future of Face to Face Reference?"
Speakers from University of California - Merced, Ohio University, and Appalachian State University presented their organizations' responses to the following statement:
"Sitting behind a desk may no longer be the best way to provide quality service, and while we maintain the traditional goal, that doesn't mean that we have to maintain the traditional methods." Sonntag, Gabriela and Felicia Paisson, "No Longer the Sacred Cow - No Longer a Desk...." Library Philosphy and Practice. Feb. (2007).
So what are they doing at U of C?
1. Research Support Program (RSP) appointments - librarian appointments
2. General Library Help - utilize student assistants
3. Offer both Chat/IM and experimenting with text messaging
4. Technology Lending Library - provide study rooms with dry erase boards, LCD monitors & laptop checkouts
5. Digital signage advertise library services - view samples at http://ucmercedlibrary.info/templates.html
How does Ohio Unversity compare?
Reference librarians and other department staff are available whenever the libraries are open to assist with information needs of library users.
Points of access:
1. Ask a Librarian > IM, Chat, Phone, E-mail
2. New: Skype a Librarian: you can ask libraians questions via Skype, the free internet calling service - call, videocall, or message the library for free using your Skype account (Ohio service). Service available 24/5 and long weekend hours.
Not to be left out, Appalachian State University offers:
1. Multimedia Rooms & a Digital Media Studio
2. RAP - Rap Sesssion Request Online form to book a librarian
3. Cyber cafe available 24/5: wireless, MACS, PCs, print stations
4. AET Zone - ASU's distance education program functions in a 3-D Environment that looks like a college campus - students use animated figures - avatars - to give a face and voice in their interactions with fellow students and their professors.
Have the universities left us behind? Can you see benefits for public libraries?
Comments always welcome.
Speakers from University of California - Merced, Ohio University, and Appalachian State University presented their organizations' responses to the following statement:
"Sitting behind a desk may no longer be the best way to provide quality service, and while we maintain the traditional goal, that doesn't mean that we have to maintain the traditional methods." Sonntag, Gabriela and Felicia Paisson, "No Longer the Sacred Cow - No Longer a Desk...." Library Philosphy and Practice. Feb. (2007).
So what are they doing at U of C?
1. Research Support Program (RSP) appointments - librarian appointments
2. General Library Help - utilize student assistants
3. Offer both Chat/IM and experimenting with text messaging
4. Technology Lending Library - provide study rooms with dry erase boards, LCD monitors & laptop checkouts
5. Digital signage advertise library services - view samples at http://ucmercedlibrary.info/templates.html
How does Ohio Unversity compare?
Reference librarians and other department staff are available whenever the libraries are open to assist with information needs of library users.
Points of access:
1. Ask a Librarian > IM, Chat, Phone, E-mail
2. New: Skype a Librarian: you can ask libraians questions via Skype, the free internet calling service - call, videocall, or message the library for free using your Skype account (Ohio service). Service available 24/5 and long weekend hours.
Not to be left out, Appalachian State University offers:
1. Multimedia Rooms & a Digital Media Studio
2. RAP - Rap Sesssion Request Online form to book a librarian
3. Cyber cafe available 24/5: wireless, MACS, PCs, print stations
4. AET Zone - ASU's distance education program functions in a 3-D Environment that looks like a college campus - students use animated figures - avatars - to give a face and voice in their interactions with fellow students and their professors.
Have the universities left us behind? Can you see benefits for public libraries?
Comments always welcome.
Friday, September 19, 2008
ALA Anaheim, CA - Program 3
“Who is Using Our Computers? Best Practices in Managing and Serving Public Computer Users”
A discussion forum hosted by RUSA MARS Local Systems & Services and Public Libraries Committees
Since I advise both of these RUSA MARS Committees in my MARS office as Member at Large, I attended the meeting and helped facilitate the discussion forum. The attendance for this discussion was around 55 -60. The attendees were overwhelmingly public librarians.
The discussion centered on the following:
-Technology
-Patron Behavior & Needs
-Library Policy
Librarians from all types of libraries tend to have the same patron behavior problems and they have library policies in place. Technology is not keeping pace with patron needs & wants – no surprise here!
How are the patrons using your computers? Do you have behavior problems?
Comments welcome!
A discussion forum hosted by RUSA MARS Local Systems & Services and Public Libraries Committees
Since I advise both of these RUSA MARS Committees in my MARS office as Member at Large, I attended the meeting and helped facilitate the discussion forum. The attendance for this discussion was around 55 -60. The attendees were overwhelmingly public librarians.
The discussion centered on the following:
-Technology
-Patron Behavior & Needs
-Library Policy
Librarians from all types of libraries tend to have the same patron behavior problems and they have library policies in place. Technology is not keeping pace with patron needs & wants – no surprise here!
How are the patrons using your computers? Do you have behavior problems?
Comments welcome!
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