Library Committee Handbook

Advisory Committee to the
Associate University Librarian for User Services

Committee Charge

Minutes

FY2010 Annual Report
FY2011 Annual Report

 

Advisory Committee to the Associate University Librarian for Services Minutes 19 May 2008

Advisory Committee to the Associate University Librarian for Services
Meeting Notes for May 19, 2008, 11:00am

Attending:  Meg Burger, Kirstin Dougan, Susan Duncan, Karen Hogenboom, JoAnn Jacoby, Lori Mestre, Peggy Steele, Scott Walter

Absent: Tina Chrzastowski, Lisa Hinchliffe

Guest: Beth Woodard

Beth Woodard presented SAC with ideas to systematically improve Library Service (primarily, but not limited to, customer service), and a request for SAC to assist in making it come about.

PRESENTATION

The Library’s Service Values Statement (handout 1): www.library.uiuc.edu/administration/services/policies/service_values.html does not encompass everything  we want to achieve. Important components of service also include:

Customer Service Improvement Plan: Basic Customer Service by East Georgia College (handout 2): www.ega.edu/hr/Documents/CustomerService.pdf was implemented beginning in 2005, built on the Governor’s four service standards with one additional standard for the college to be applied to the entire organization. This plan’s strengths include:

RUSA Reference Guidelines  (handout 3): www.ala.org/ala/rusa/protocols/referenceguide/guidelinesbehavioral.cfm ALA’s Guidelines for Behavioral Performance of Reference and Information Service Providers

Quick and Easy Reference Evaluation: Gathering Users’ and Providers’ Perspectives (handout 4):  www.accessmylibrary.com/coms2/summary_0286-34474194_ITM Miller, Jonathan, Reference & User Services Quarterly  Volume 47, issue 3, Describes the use of a simple general survey of both users’ and providers’ perceptions.

DISCUSSION

Development of a pilot project is our minimum expectation, a customer-service improvement plan at the Division or Unit level. Various approaches could be:

How does SAC fit in?

How do we want to structure this?

General Comments

SAC looking forward

 

Adjourned at 12:00pm, Notes by Chris Johns