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Millennials in the Library: Today's Student Library Worker

Explore the role of student assistants in providing exceptional library services to patrons including policies, phone etiquette, and customer interactions. Learn about teamwork, customer service principles, and creating a positive customer experience.

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Millennials in the Library: Today's Student Library Worker

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  1. Millennials in the Library: Today's Student Library Worker Mangala Krishnamurthy University of Alabama AACRL workshop Friday, October 7, 2005Alabama Public Library ServiceMontgomery, AL Customer Service Training for Student Assistants in Public Services

  2. TheRodgers Library for Science and Engineering supports coursework and research in astronomy, biology, chemistry, geography, geology, mathematics, physics, engineering, nursing, and computer science. This library remains open until 2am from Sunday—Thursday for late night study.

  3. Library’s Vision • University Libraries strives for excellence in advancing the University's teaching, research, and outreach programs by anticipating information needs, providing access to resources, and promoting effective use of information by students, faculty, and staff.

  4. Who’s Who • Library Staff • John Sandy, Head • Barbara Hedges, Reference Librarian • Mangala Krishnamurthy, Reference Librarian • Eloise Griffin, Library Associate, Student Supervisor • Annette Tinker, Library Assistant • Shinora Walker, Library Assistant • Vacant, Library Assistant • Vacant, Library Assistant (Part Time) • Student Assistants

  5. John Sandy, Head Mangala Krishnamurty Reference Librarian Public Services Barbara Hedges Reference Librarian Technical Services Eloise Griffin Library Associate Circulation Annette Tinker Library Assistant Reference Vacant Library Assistant Shinora Walker Library Assistant Vacant Library Assistant Circulation (Part time)

  6. Library Policies • Student Conduct • Be friendly but do not become too personal with library users. • Greet all library users pleasantly. • Under no circumstances should any statements be made on the ability of other library personnel/users. • Keep social conversation brief. • Conversations with friends or other staff should cease in mid-sentence when a user approaches. • If you are busy helping someone at the desk and the phone rings, answer the phone and ask the caller to please hold. • Display a positive and professional attitude

  7. Phone Etiquette • Circulation desk phone is for BUSINESS only • Greetings • No personal calls from the Circulation desk Phone • If you receive a call, Keep the call length to a minimum • No Cell Phone usage at the Circulation desk • Turn off the ringer on the cell phone • Remember, you are at thepublic service point

  8. Who are our Patrons/Customers? • Students • Faculty • Researchers • Employees • Visiting Scholars • Community Members

  9. Customer Service • 3 A’s in Customer Service • 3 C’s in Customer Service • High quality Service is the Goal of Rodgers Library. We are serious about it. • You are the service provider • Patrons comes first

  10. Customer Service……cont’d • Treat Users of the Library as Customers • Give accurate and reliable information. • We are accessible and easy to approach. • Do it right and do it now-is the service state of mind

  11. What makes a customer remember the service? • Friendly service with respect, interest, and careful attention • Flexibility - finding a way, even when the need or request seems unusual • Solving problems and making things better

  12. What makes a customer remember the service?...cont’d • Admission of mistakes with sincere apology and reaching out • What do you want when you’re the customer?-This may help us all to treat our customers the way we want to be treated!

  13. Team Work • TEAM=Together Everyone Achieves More • We are a team in this library • A staff of 8 and 16-18 student assistants. • Fish Philosophy

  14. Summary • Reiterate • Wrap-up • Q & A “Coming together is a beginning, staying together is a process, and working together is a success.” – Henry Ford

  15. University Libraries' Student Appreciation Day

  16. References & Readings • William K. Black. Libraries and student assistants : critical links. New York : Haworth Press, 1995. • Kathman J.M. and Kathman M.D. “What difference does diversity make in managing student employees.?” College & Research Libraries 59.4 (1998) 378-89. • Gorman, Audrey. Accessibility, Diversity, and Customer Service. Webcast, 2003 <http://www.accessall.net/events.html.html> • Fred Pryor Seminars. How to Deliver Exceptional Customer Service. <http://www.pryor.com/index_Body.asp> • Barden Ronald. “They Are Employees, After All.”, Educause Quarterly. 2, 2004 <http://www.educause.edu/ir/library/pdf/eqm0420.pdf> • Hasty, Douglas. “Student Assistants as Library Ambassadors: A Specialized Customer Service Training Program.” Poster Presentation. 1999 ALA Conference, New Orleans,LA <http://www.fiu.edu/~hastyd/poster99.html>

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