Rhode Island - Customer Service & Interpersonal Skills

RE: Chalk notes as valid communication

2009-09-24T21:07:11Z

This is truly cool.

Chalk notes as valid communication

2009-09-23T23:04:31Z

Jenica Rogers, Director of Libraries at SUNY-Potsdam, posted this story of an unusual form of communication from a library patron and her response. Read the full story here: http://rogersurbanek.wordpress.com/2009/09/22/chalk-notes-as-a-valid-communication-format/#comments

RE: The Customer Focused Library webinar

2009-04-17T20:54:54Z

I just wanted to let everyone know that I posted a Research Methods Toolkit to the Customer Focused Library site on WebJunction Illinois. You can find it at http://il.webjunction.org/home/articles/content/8052613 on the upper right hand side of the page. This is a sample of the kinds of tools we will be presenting at the ALA Chicago Preconference "Why We Borrow: Small Libraries Chime In." I hope to see some of you there!

Zappos -style customer service

2009-04-10T19:50:10Z

According to the CEO of the highly successful online shoe retailer Zappos, if you get your organizational culture right, then everything else follows naturally---excellent customer service, sales, performance.

Are you scoffing? I recommend taking 50 minutes to listen to the podcast from CEO Tony Hsieh. There are many pearls contained therein.

It's worth thinking about the culture in any given library and what changes could be introduced that would specifically raise the bar of customer service. I know that not all of the mechanisms used by Zappos are realistic in a library. For instance, if you could offer each library employee $2000 to quit in order to weed out those lacking passion for their work, would that even achieve the desired end? It's just great food for thought and maybe for a conversation ...

Thanks to Tim for telling me about the podcast.

RE: The Customer Focused Library webinar

2009-03-19T15:15:25Z

Thanks for all the fabulous questions about the project. I'm answering some of those that Jennifer posted.

"What was the total cost of the project?"

The total cost of the project was $100,000. Most of that went to Envirosell, but we did have funds remaining to create and print the best practices document. I think an important point is that the research can be done in many ways by existing staff. I plan to post on more details about that in the future.

"What about optimum font size, font color, and background color for signage?"

There is no set guide on optimum font size or colors. The basic guidleline should be that 1) the sign matters, 2) it is readable from the distance it is anticipated to be viewed, and 3) that less is more. We did get some high-contrast suggestions for colors, which included white text on red, white text on green, and black text on yellow.

"How often would you recommend changing signs? Or, displays?"

It largely depends on how frequently patrons are in your library, and how heavily trafficed your sign location is. In high-traffic areas, once every two weeks might be appropriate. For lesser-viewed signs, once a month. In our study, over 2/3rds of patrons were in the library more than once a month, so the frequency of new signage needed to respond to that.

"How justify 'use of library as space' and for conversation to funders/funding sources/government?"

As with many things, I think there is a need to build your case for change. Use observational data like density maps to show where patrons are congregating, what space they aren't using, and how things could be more positively reconfigured. Conduct patron surveys on what they need in a library, not what you think they need. Use this data to present a need, and a plan to meet that need.

"Any research or thoughts on electronic signage?"

The basic principles of print signage apply in electronic signage in terms of readability, clarity of content, and contrast in colors. It is especially important that electronic signs be posted in "wait" areas so that patrons have time to view the messages.

"From what company were these shelves purchased from? contact info, if possible, please??"

I believe that the face-out shelving was purchased from LFI, Library Furniture International (http://www.libraryfurniture-intl.com/)

"What about the top and bottom shelves? They are a problem for the short and the older."

The use of top and bottom shelves weren't addressed in this study. However, if you plan to use "shelf talk" signs to direct patrons to other materials, they are best placed on a middle shelf.

"More about a Dewey-less library...how do staff shelve, etc??"

In the case of Frankfort's Dewey Free project (http://deweyfree.com/), they are using the bookstore classification scheme to organize the books. Each label has the following structure:

General Category
Sub-category
Author

So, items are shelved by author, after each of the category levels. You can see an example in the slideshow here. It's a very elegant system, and many patrons have responded that they can find things much more easily.

Thanks for the questions, and keep them coming!

RE: The Customer Focused Library webinar

2009-03-18T13:19:37Z

I am really looking forward to whatever conversation develops here based on these questions or any other thoughts folks may have to contribute about the webinar and the study.

Thanks to all involved for a great online presentation of the study.

Sheila Kearns

RE: The Customer Focused Library webinar

2009-03-17T21:36:32Z

There were some great questions during today's webinar. Gretel, Jamie and Detlev will continue to answer here. Thanks to all who attended and please, ask additional questions if I've missed them here.

"What was the total cost of the project?"

"What about optimum font size, font color, and background color for signage?"

"How often would you recommend changing signs? Or, displays?"

"How justify 'use of library as space' and for conversation to funders/funding sources/government?"

"Any research or thoughts on electronic signage?"

"From what company were these shelves purchased from? contact info, if possible, please??"

"What about the top and bottom shelves? They are a problem for the short and the older."

"More about a Dewey-less library...how do staff shelve, etc??"

RE: The Customer Focused Library

2009-03-17T20:04:25Z

This study was discussed by the libraries who participated, in a March 17, 2009, webinar hosted by WebJunction. You can find the archive and related resources here: http://www.webjunction.org/interpersonal/articles/content/49775033

RE: Intimidation

2009-03-11T21:05:34Z

Speaking as someone who balks at asking questions, even when there is someone standing by willing to answer them, I would recommend having a written (and/or online) FAQ in visible locations for shy people to pick up. The FAQ could include something along the lines of "Have a question that isn't here? Bring it to the reference desk so that we can add it to the list." That might make the shy person feel like they are *helping* the library by asking questions!

RE: Intimidation

2009-03-11T00:29:25Z

I've found the best way to not seem intimidating is also the most basic : smile genuinely at each customer that comes in. You can do this while waiting on someone else, without taking away from the customer with which you're working.

I have found that for the very shy customers, even approaching them doesn't always work because they think you're too busy, or perhaps should be waiting on someone else with a "bigger" question. When I approach someone, I try to remember to remind that that is it my job to help them find answers to their questions, whether it's me helping them, or guiding them to the reference librarian (I always take the time to walk them to the reference desk and introduce them/their question to the librarian, in case they are overly shy).

RE: Intimidation

2009-01-15T22:37:42Z

I agree with your comment. Patrons need to feel comfortable enough to ask questions. I don't see anything wrong with being a little more inviting. The patron has to know that it is okay to ask questions and a simple way of making sure they know that is with the simple greeting " Hello, Is there anything i can help you with?" Even if that patron does not need any help at that moment they will come back because you have already offered to help.

Intimidation

2009-01-12T23:43:35Z

I've noticed that patrons seem to be sometimes afraid to ask the staff questions about anything- whether it's how to use the OPAC, where to find a book or how to cite a source for a paper. A good way to combat this may be to actively approach the patrons and ask if they need anything...but most of the time at the branch where I work the staff doesn't have very much spare time to do this. I often wonder if there are other ways to make the staff more approachable.

RE: The Customer Focused Library

2008-12-02T17:22:01Z

The MLS Study has been posted on WebJunction: The Customer Focused Library.

Thanks!
JP

RE: The Customer Focused Library

2008-12-01T19:33:00Z

I am not familiar with the MLS study. Could you point me towards a link to the study? Recently, WJ completed the Latinos and Public Library Perceptions Report. One interesting finding was that customer service had a greater impact on Latino perceptions of libraries than any other factor (even over bi-lingual staff or Spanish materials) Does the MLS study have data about the impact of library customer service on all patrons?

Laura Staley

Post-webinar discussion: Conflict in the Peaceful Library

2008-10-13T19:48:02Z

Continue the conversation from the webinar. You can find the archive of the session here.

The Customer Focused Library

2008-09-05T21:18:13Z

What do you think about the findings of the MLS grant on the Customer Focused Library and how do you think you might use it in your library?