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reference and ra 2.0: meeting customers at point of need

This aftenoon's agenda. Part ONE (1:30 to 2:30 pm)A little background: definitions and philosophiesHow physical space plays a role in providing excellent customer service How actions of in-house staff has an impact upon excellent customer servicePart TWO (3:00 to 4:00 pm)Examples of providing excellent customer service in the digital world .

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reference and ra 2.0: meeting customers at point of need

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    1. Reference and RA 2.0:Meeting customers at “point of need” A presentation by Lorraine Kelley for the Kootenay Library Federation conference Friday, June 13, 2008

    3. Definition: Library 2.0 “Library 2.0 simply means making your library’s space (virtual and physical) more interactive, collaborative, and driven by community needs. The basic drive is to get people back into the library by making the library relevant to what they want and need in their daily lives…to make the library a destination and not an afterthought.” - Sarah Houghton (Librarian in Black) Sticking my neck out. . .this is the definition I’m choosing. As written by the Librarian in Black, and “approved of” by Michael Stephens. . .(mention Michael S. and Michael Casey. Casey (Library Crunch) being the person credited with first coining the term; cf Stephens and Casey & their LJ column Trying to capture the essence of Library 2.0 is like trying to capture the wind. Michele Farkas (info wants to be free) Sticking my neck out. . .this is the definition I’m choosing. As written by the Librarian in Black, and “approved of” by Michael Stephens. . .(mention Michael S. and Michael Casey. Casey (Library Crunch) being the person credited with first coining the term; cf Stephens and Casey & their LJ column Trying to capture the essence of Library 2.0 is like trying to capture the wind. Michele Farkas (info wants to be free)

    4. What do we really mean by “excellent customer service”? Remember Raganathan: Books are for use. (Collections should be developed to meet the needs of every part of the community). Every reader his [or her] book. Every book its reader. Save the time of the User. The library is a growing organism. What are our real priorities? Are we only paying lip service to providing excellent customer service? Remember Raganathan: Every reader his [or her] book. Save the time of the User. The library is a growing organism. how important are all the off-desk routine jobs that librarians do especially when compared to our basic service of putting the right customer with the required information. We need to change the way we provide service and-quite possibly—the way we do our behind the scenes work. what are your priorites. Are you only paying lip service to excellent customer Remember Raganathan: Every reader his [or her] book. Save the time of the User. The library is a growing organism. how important are all the off-desk routine jobs that librarians do especially when compared to our basic service of putting the right customer with the required information. We need to change the way we provide service and-quite possibly—the way we do our behind the scenes work. what are your priorites. Are you only paying lip service to excellent customer Remember Raganathan: Every reader his [or her] book. Save the time of the User. The library is a growing organism. how important are all the off-desk routine jobs that librarians do especially when compared to our basic service of putting the right customer with the required information. We need to change the way we provide service and-quite possibly—the way we do our behind the scenes work. what are your priorites. Are you only paying lip service to excellent customer Remember Raganathan: Every reader his [or her] book. Save the time of the User. The library is a growing organism. how important are all the off-desk routine jobs that librarians do especially when compared to our basic service of putting the right customer with the required information. We need to change the way we provide service and-quite possibly—the way we do our behind the scenes work. what are your priorites. Are you only paying lip service to excellent customer

    5. Fish Philosophy Be there Play Make their day Choose your attitude http://www.charthouse.com/content.aspx?nodeid=16524

    6. How do we enhance the customer experience to ensure everyone gets what they need?(both within and away from the library) By “away from the library”, I mean digital service. “save the time of the user.” BUT at the same time “make their day.” By “away from the library”, I mean digital service. “save the time of the user.” BUT at the same time “make their day.”

    7. Assess user need Really quick service or friendly chatting? Self-sufficient (no staff interaction) or totally staff-led? Level of expertise and difficulty? To teach or not to teach? To approach or not to approach? More than being able to conduct an excellent ref interview. Need to assess whether the user wants quick service, little talk, little instruction—just find me what I need, miss, and be quick about it—or is looking to chat a bit with a real live person (as well as having a question answered or a book found!) We need to asses what’s needed on a case-by-case basis but library supervisors and adminstrators also need to assess on a broader scale: are we really providing our community through collections, service, physical and digital space what our unique community needs? Who are we serving best? Who are we serving worst? What’s the gap and how can we close it? More than being able to conduct an excellent ref interview. Need to assess whether the user wants quick service, little talk, little instruction—just find me what I need, miss, and be quick about it—or is looking to chat a bit with a real live person (as well as having a question answered or a book found!) We need to asses what’s needed on a case-by-case basis but library supervisors and adminstrators also need to assess on a broader scale: are we really providing our community through collections, service, physical and digital space what our unique community needs? Who are we serving best? Who are we serving worst? What’s the gap and how can we close it?

    8. Place Impact of physical space on customer service: the WOW factor What can we do to impress library customers as soon as they enter? New is nice but old can be improved Concentrate efforts on creating a “merchandising” area near the library entrance: “extreme library makeover” Not terribly impressed with what’s available from Brodart, carr-mclean, etc. and you may do better to have some custom shelves built. ..but do have a look at what the first impression is when someone enters your library. If you don’t like the feeling or the look—too cluttered, too old, too crowded—no WOW factor—work with your staff, your board, a vendor, a designer, etc. to see what can be done about it. Costs $$ but it’s worth it! Not terribly impressed with what’s available from Brodart, carr-mclean, etc. and you may do better to have some custom shelves built. ..but do have a look at what the first impression is when someone enters your library. If you don’t like the feeling or the look—too cluttered, too old, too crowded—no WOW factor—work with your staff, your board, a vendor, a designer, etc. to see what can be done about it. Costs $$ but it’s worth it!

    9. Battle Creek, MI: Helen Warner Branch entrance area

    10. Displays

    11. Reading corners This isn’t a great one. . .not really what I wanted to show you because it’s too rich for most of our blood—I’d call it the West Van look!—and there’ not enough evidence of books and finding aids. To my mind, the ideal “reading corner” combines the living room feel—comfy chairs, nice lamps, etc. with actual finding aids: bookmarks, books like “Book Lust” and “what do I read next” as well as literary magazines that appeal to “heavy readers” such as Geist, Capilano Review, review journals (why not circulate these after you use them!), and interesting books about authors and fiction. As well, a public computer station in this area that has its home page turned to Novelist is a good idea. Come and visit the readers room in our library in NVC and you’ll have an idea of what I’m talking about!This isn’t a great one. . .not really what I wanted to show you because it’s too rich for most of our blood—I’d call it the West Van look!—and there’ not enough evidence of books and finding aids. To my mind, the ideal “reading corner” combines the living room feel—comfy chairs, nice lamps, etc. with actual finding aids: bookmarks, books like “Book Lust” and “what do I read next” as well as literary magazines that appeal to “heavy readers” such as Geist, Capilano Review, review journals (why not circulate these after you use them!), and interesting books about authors and fiction. As well, a public computer station in this area that has its home page turned to Novelist is a good idea. Come and visit the readers room in our library in NVC and you’ll have an idea of what I’m talking about!

    12. Bookmarks, lists, newsletters Help readers become self-sufficient (remember, many have neither the time nor the inclination to ask for help) Use “shelf-talkers” to help people find their way Bookmarks in the stacks RA in the stacks

    14. When passive is active: Booklists, Bookmarks & Displays in Readers’Advisory http://www.vla.org/06Conf/Programs/Display%20and%20Booklist%20Presentation.doc From a presentation by Neil Hollands & Melissa Simpson Williamsburg Regional Library Williamsbury Regional Library. . .we’ll be talking about them later and the excellent RA programs and service delivery that they offer. Williamsbury Regional Library. . .we’ll be talking about them later and the excellent RA programs and service delivery that they offer.

    15. Info desks: the new look Small is beautiful Keep it clean and uncluttered! Any papers, books, “work” between the staff person and the customer is a barrier to service

    18. YA info desk in Canton Public Library in MI. YA info desk in Canton Public Library in MI.

    20. Seating Let’s not get too comfortable! Hiding behind a desk. ..it’s comfortable. It gives the person sitting there power. . Fortress mentalityHiding behind a desk. ..it’s comfortable. It gives the person sitting there power. . Fortress mentality

    21. Staff Desk service is public service (solely). If you have a separate info desk in your library, do your best to have it staffed with someone doing “dedicated” customer service. How many times have customers apologized to you or other staff in your library when they ask for help: “I’m really sorry to bother you/interrupt you but could you help me find. . .?” If this happens to you, consider what kind of message you are sending out. . . .and change it! How many times have customers apologized to you or other staff in your library when they ask for help: “I’m really sorry to bother you/interrupt you but could you help me find. . .?” If this happens to you, consider what kind of message you are sending out. . . .and change it!

    22. Meet and greet Optimally, staff station should have a sight line with the front entrance Negative example. . .but think about it. How many times would you RATHER NOT have a person make eye contact with you when you’re at a service desk. Too much other important work to do! Greeting: room for discretion. Too stiff to arbitrarily set “rules”. Need to be natural and not seem like Wal-Mart greeters. Negative example. . .but think about it. How many times would you RATHER NOT have a person make eye contact with you when you’re at a service desk. Too much other important work to do! Greeting: room for discretion. Too stiff to arbitrarily set “rules”. Need to be natural and not seem like Wal-Mart greeters.

    23. Meet and greet Smile, nod, say “hello” as befits the staff person

    24. Roving reference “how we do it” (at NVCL) Two person desk shifts (librarian & library assistant): 80% of the time we are open. One person is assigned to desk while the other roves Allowing for coffee breaks and transitions, scheduled roving is practised 50% of the time during two person shifts Recorded “walkabouts” occur during one person desk shifts. If you NEVER have a two person desk shift, the “walkabout” is for you. . .If you NEVER have a two person desk shift, the “walkabout” is for you. . .

    25. Based on the results of the video survey, when all other factors are equal, patrons choose the librarian that they will approach based upon the following patterns:Based on the results of the video survey, when all other factors are equal, patrons choose the librarian that they will approach based upon the following patterns:

    28. “ah ha” moment for me: This is really why I’m here today; to share this with you! “ah ha” moment for me: This is really why I’m here today; to share this with you!

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