Time and Location of Meeting
December 11, 20139:00 am - 10:00 am
Agenda Details
Agenda
To review the GREAT customer service standards and to discuss a process for obtaining feedback from the library community.
Minutes Details
Attendees
Jim Dohle; Susie Duncan; Kelly McCusker; Susan Schnuer (minutes); Sue Searing (chair); Jenny Taylor
Minutes
Review of GREAT customer standards
USAC committee members reviewed, discussed, and edited the standards. Kelly and Susan will make the final edits and send to USAC members for one last review.
Process and timelines for approval of GREAT service standards
| Activity | Timeline | Responsibility |
| Revise GREAT and distribute to USAC for feedback | By December 17, 2013 | Kelly and Susan |
| USAC committee will review for edits and changes | By December 20th, 2013 | USAC committee members |
| Schedule 3 cookie breaks – 2 in Main Library, 1 at Grainger | By January 6, 2013 | Kim Matherly |
| Make edits and changes and send to Staff Development and Training Committee members | By January 6, 2014 | Kelly and Susan |
| Send out LIBNEWS about cookie breaks – hold the dates | By January 10, 2014 | Sue Searing |
| Staff Development and Training Committee reviews and suggests changes | By January 21, 2014 | Staff Development and Training Committee members |
| Revise GREAT with input from Staff Development and Training | By January 22 | Kelly and Susan |
| Send out LIBNEWS reminder about cookie breaks and include most recent version of GREAT | By January 23 | Sue Searing |
| Cookie breaks | Week of February 3rd | USAC committee members |
| Revise GREAT with input from cookie breaks | At regular USAC meeting on February 14 | USAC committee members |
| Edit final version with input from USAC and send to Administrative Council | By end of say on February 14 | USAC committee members with Sue sending it to AC |
Other discussion:
Jenny mentioned that the term “customer” might be problematic. USAC members briefly discussed other possibilities – customer or user or patron. It was decided to continue to call the standards “Great Customer Service” and to solicit input from Staff Development and Training committee members.
Kelly asked about the purpose of the Excel spreadsheet for the GREAT customer standards. Sue has put it together to more clearly analyze how to measure and train for the standards.
Finally Sue mentioned that we need to start thinking about directions for the USAC committee in 2014. She mentioned content management systems as one possibility.