July 10, 2013 Meeting of User Services Advisory Committee (USAC)

Agenda not yet available.

Sue Searing (chair), Susan Schnuer, Lisa Romero, Jim Dohle, Geoffrey Ross, Kelly McCusker (minute-taker), Beth Woodard (guest)

1. Additions to the agenda?

Briefly discussed the “no photography in the library” policy, in particular how this affects Mortenson Center associates and other visiting scholars. The policy is only on the web, but perhaps we could give a bookmark to the visitors explaining the policy or make an exception or specific groups. Susan observed that the University Library has the most restrictive photography policy of any of the institutions that she has visited in the U.S. with the Mortenson Associates. Nobody contradicted this observation. Sue Searing will talk with Jeff Schrader about this.

2. Customer Service Values and Training Needs (Guest: Beth Woodard)

Our current value statement (see: http://www.library.illinois.edu/administration/services/policies/service_values.html) is the only “standard” we have in terms of customer/patron service. It was created 5-6 years ago. The value statement is not measurable; standards would allow us to assess customer service skills and values. Additionally, the statement needs to be more actionable and timeless. Beth said it’s hard to train new GAs, librarians, and staff without standards.

Beth suggested we work with the Reference Services Committee to create standards.

Beth talked with Jen-Yu about having every service point assess their services every five years; this could be staggered amongst all the service points. This assessment could be in the form of a survey or secret shopper. In recent years, a LibQUAL survey asked some questions about services; however, these results cannot be traced back to an individual service desk.

Concerns?
• One concern is that if we set behavioral standards, this may not reflect cultural differences. We still need specific behavior points that are important such as follow-up questions, responsiveness, listening skills, approachability, etc.; however, we need to include a sensitivity section. We also need to emphasize that internal customers are just as important as external customers.
• Another important point is that half of patrons’ encounters do not turn into reference interviews, rather they are circulation transactions. The standards need to include basics first.
• The term “customer service” was an issue in the past, but this term is used in different fields. Additionally, as we are not the only library in town, we should start thinking about how to sway our patrons return to us, such as stores sway their customer to return.

What should we include in the standards? RUSA behavioral guidelines, Social Sciences Division service policy, suggestions from library units (we will send an email asking for suggestions), and input from forums.

DEADLINE: November

3. Customer Service Award (Guest: Beth Woodard)

Years ago USAC worked on a service quality award; however, it never got off the table. If we have standards, it would be easier to give an award.

This is different from the faculty, AP, and staff awards as those are given for overall work. This would be for quality of customer service provided.

We also agreed that we need to promote awards better. One suggestion was that if a person in a unit was given the award, a plaque or sign with this information would be put up in the unit. Similar to “Best Employee of the Month” awards at stores. Additionally, we could list the winners on digital signage. This shows patrons that we care about our services. The User Education Committee is interested in giving an award for teaching.

Details

• In sync with the customer service standards.
• Everyone (APs, staff, GAs, and faculty) is eligible.
• People will be eligible to win the award again, but only have 5 years.
• Nominees will be reviewed by HR.
• No self-nominations.
• Two a year
• Award amount: $500
• Award committee: AUL of Services will appoint the committee and it will be composed of members from USAC and the Awards and Recognition Committee

4. Service Mapping Program

ALA Virtual Conference, Closing Keynote – “Transforming the Library Starts with Mapping the Journey” Presented by Steven Bell. Sue Searing encouraged all of us to attend this virtual conference on Thursday, July 25 3-4pm. This could potentially be a piece of our service values/standards.

5. Closing

Thank you to departing members Joe Lenkhart and Geoff Ross. No committee meeting in August.