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Mapping, Managing, and Improving Staff Performance in Access Services

Mapping, Managing, and Improving Staff Performance in Access Services. Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga. YOU, THE MANAGER. http://icanhascheezburger.com/2010/08/24/funny-pictures-crazy-i-was-crazy/. EXPECTATIONS.

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Mapping, Managing, and Improving Staff Performance in Access Services

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  1. Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. HarrisHead, Access ServicesUniversity of Tennessee at Chattanooga

  2. YOU, THE MANAGER http://icanhascheezburger.com/2010/08/24/funny-pictures-crazy-i-was-crazy/

  3. EXPECTATIONS http://icanhascheezburger.com/2010/11/02/funny-pictures-middle-management-cat/ http://www.flickr.com/photos/passiveaggressive/4773512458/sizes/z/in/photostream

  4. got mission? got vision?

  5. Remember: measurables! WHAT DOES EXCELLENT CUSTOMER SERVICE LOOK LIKE? AND…CAN YOU MEASURE IT? Error rate in response topatron communication Satisfaction surveys Compliments vsComplaints (and thetrouble with this) Service desk demeanor Claims returned rate Note: What’s in the annualevaluation? Is it useful? Base measures on actualwork & department needs

  6. Are Your Staff Properly Armed?

  7. CREATING OPPORTUNITIES FOR LEARNING A MANAGER’S JOB IS TO LOCATE RESOURCES! RETREATS CLASSES UNI, IT, 3RD PARTY PEER-TO-PEERTRAINING SOFTWARE CROSS-DEPARTMENT INVITED SPEAKERS

  8. Prepping for performance The initial conversation • Job Description • Most successful • Needs improvement

  9. ServicesCommunicationEvaluation & Appraisals MEASURES METHODS STRUCTURED INFORMAL • WHAT YOU WANT • WHAT YOU GET

  10. Planning & Evaluation I:The, Um, Planning

  11. Planning & Evaluation II:Measurements & Markers Cecily demonstrates her superior webcam abilities for her colleagues

  12. Performance Problems:The Two Types of Stumbling Blocks Lack of Knowledge Lack of Execution

  13. Punishment Does Not Work(Or, Give Keanu Back His Cupcake)

  14. Performance Improvement Discussions • Know your organization’s process • Serious and planned discussion • Specific goals • Structured • Why Change is Needed • Gaining Agreement • Positive Expectation of Change http://rickjafo.posterous.com/the-squirrels-wise-up

  15. Real Library Examples • Merging Service Points • ILS/e-reserves migration • Updates to staff clients • Changing ILL workflows • Website redesign • Tech lending expansions • New software installs • Social networking presence • Student assignments • Professional Networking • The Cloud • Patron Outreach • Experimenting (QR codes)

  16. Thank You!Colleen S. Harriscolleen-harris@utc.eduhttp://guardienne.blogspot.com http://icanhascheezburger.com/2007/10/31/11197/

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