Backin Circulation Again

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Published on January 7, 2009

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A Conference for Circulation Managers and Staff September 26-27, 2008 The University of Wisconsin Madison

A Conference for Circulation Managers and Staff

September 26-27, 2008

The University of Wisconsin

Madison

Presented by Linda Bruno

Presented by Linda Bruno

Excellent customer service is provided when you address these basic, less obvious needs: LISTENING effectively Providing OPTIONS FRIENDLINESS Empathy and understanding without JUDGEMENT A feeling of CONTROL INFORMATION FAIRNESS

Excellent customer service is provided when you address these basic, less obvious needs:

LISTENING effectively

Providing OPTIONS

FRIENDLINESS

Empathy and understanding without JUDGEMENT

A feeling of CONTROL

INFORMATION

FAIRNESS

Customers ask for what they want; it is our job to also provide what they NEED A customer’s needs may vary based on PERSONALITIES or CIRCUMSTANCES Smile Selection Suggestions Knowledge Assistance Availability

Customers ask for what they want; it is our job to also provide what they NEED

A customer’s needs may vary based on PERSONALITIES or CIRCUMSTANCES

Smile Selection

Suggestions Knowledge

Assistance Availability

EXCEED expectations ANTICIPATE needs LEARN about them Give PERSONAL service Make them feel SPECIAL Use their NAME Be familiar with NON-LIBRARY topics ALERT them to new products/services Know and adapt to their PERSONALITY

EXCEED expectations

ANTICIPATE needs

LEARN about them

Give PERSONAL service

Make them feel SPECIAL

Use their NAME

Be familiar with NON-LIBRARY topics

ALERT them to new products/services

Know and adapt to their PERSONALITY

A smile Please Thank you I’m sorry I’d be glad to… Their name

A smile

Please

Thank you

I’m sorry

I’d be glad to…

Their name

We don’t…never…can’t You’ll have to… That’s not my job I don’t know Why?

We don’t…never…can’t

You’ll have to…

That’s not my job

I don’t know

Why?

LISTEN to your customers ANALYZE what you hear Develop a PLAN IMPLEMENT the plan LISTEN AGAIN

LISTEN to your customers

ANALYZE what you hear

Develop a PLAN

IMPLEMENT the plan

LISTEN AGAIN

Resist DISTRACTIONS and stay ALERT Learn to listen ACTIVELY Listen TWICE as much as you speak Delay EVALUATION Don’t INTERRUPT Keep an OPEN MIND RESPOND so they know you are listening SUMMARIZE what they’ve said

Resist DISTRACTIONS and stay ALERT

Learn to listen ACTIVELY

Listen TWICE as much as you speak

Delay EVALUATION

Don’t INTERRUPT

Keep an OPEN MIND

RESPOND so they know you are listening

SUMMARIZE what they’ve said

Give them your FULL attention Don’t treat them like an INTERRUPTION Avoid MEDIOCRITY Be KNOWLEDGEABLE about your organization Be POSITIVE about your organization APOLOGIZE when appropriate Go the extra MILE Find OPTIONS Respond in a TIMELY manner Always remember a customer never FORGETS

Give them your FULL attention

Don’t treat them like an INTERRUPTION

Avoid MEDIOCRITY

Be KNOWLEDGEABLE about your organization

Be POSITIVE about your organization

APOLOGIZE when appropriate

Go the extra MILE

Find OPTIONS

Respond in a TIMELY manner

Always remember a customer never FORGETS

Let the customer VENT Don’t open the NEGATIVITY door Eliminate your EMOTIONS OWN the problem Say what you CAN do Give OPTIONS if possible Resolve it QUICKLY FIX whatever caused the problem Don’t take it PERSONALLY or HOME

Let the customer VENT

Don’t open the NEGATIVITY door

Eliminate your EMOTIONS

OWN the problem

Say what you CAN do

Give OPTIONS if possible

Resolve it QUICKLY

FIX whatever caused the problem

Don’t take it PERSONALLY or HOME

Raising your voice Undeserved anger Losing interest in your job Not putting forth effort Dread customer contact

Raising your voice

Undeserved anger

Losing interest in your job

Not putting forth effort

Dread customer contact

Make reducing STRESS a priority EXERCISE Find a HOBBY RELAX Have a SUPPORT system and RELEASE VALVE ACCENTUATE the POSITIVE

Make reducing STRESS a priority

EXERCISE

Find a HOBBY

RELAX

Have a SUPPORT system and RELEASE VALVE

ACCENTUATE the POSITIVE

 

Better relationships Better health More focus More fun

Better relationships

Better health

More focus

More fun

What I DO and how I BEHAVE What I SAY and THINK My WORK The people I ASSOCIATE WITH My basic physical WELL-BEING The environment I LIVE IN My TIME

What I DO and how I BEHAVE

What I SAY and THINK

My WORK

The people I ASSOCIATE WITH

My basic physical WELL-BEING

The environment I LIVE IN

My TIME

Live from YOUR expectations, not others Let go of TASKS that someone else can do or don’t need doing Ask Yourself These Questions : WHY am I doing this? What do I want to ACCOMPLISH by doing this? Do I need to learn to say “no” to MYSELF?

Live from YOUR expectations, not others

Let go of TASKS that someone else can do or don’t need doing

Ask Yourself These Questions :

WHY am I doing this?

What do I want to ACCOMPLISH by doing this?

Do I need to learn to say “no” to MYSELF?

Renee Ettinger- Reference and Instruction Librarian UWGB Emily Rogers- Coordinator of Access Services UWGB

Coordinating training under a Web based format Content Quizzes Discussion Boards Videos Who can benefit? Everyone

Coordinating training under a Web based format

Content

Quizzes

Discussion Boards

Videos

Who can benefit?

Everyone

Eliminates repetition Consistent Efficient 24 hour access Mass communication

Eliminates repetition

Consistent

Efficient

24 hour access

Mass communication

Wikis Blogs Content Manuals Borrow Links to other departments Colleagues

Wikis

Blogs

Content

Manuals

Borrow

Links to other departments

Colleagues

 

Be ready to get your hands dirty Commit to a path Hold employees accountable Update frequently Don’t rely solely on on-line training

Be ready to get your hands dirty

Commit to a path

Hold employees accountable

Update frequently

Don’t rely solely on on-line training

Discussion Board Information & News Lost and Found Upcoming Events Questions

Discussion Board

Information & News

Lost and Found

Upcoming Events

Questions

Don’t let it become stagnant Ensure new postings each week Post only valuable content- no chatting Rewards Everyone must use them

Don’t let it become stagnant

Ensure new postings each week

Post only valuable content- no chatting

Rewards

Everyone must use them

http://wordpress.com http://www.vox.com http://pbwiki.com http://www.wetpaint.com Google “free blog” or “free wiki” for more

http://wordpress.com

http://www.vox.com

http://pbwiki.com

http://www.wetpaint.com

Google “free blog” or “free wiki” for more

Change and Constancy in Circulation Services in the Digital Age Brenda Hazard

Change and Constancy in Circulation Services in the Digital Age

Brenda Hazard

PATRONS Patrons are shrinking What’s In? CUSTOMERS The public has options

PATRONS

Patrons are shrinking

What’s In?

CUSTOMERS

The public has options

COMMENT CARDS What’s In? CUSTOMER RATINGS Online and e-mail surveys

COMMENT CARDS

What’s In?

CUSTOMER RATINGS

Online and e-mail surveys

SPACE FOR BOOKS What’s In? SPACE FOR USERS Room for laptops, plugs, quiet reading areas

SPACE FOR BOOKS

What’s In?

SPACE FOR USERS

Room for laptops, plugs, quiet reading areas

THE LIBRARY IS NOW CLOSED What’s In? 24/7 Program registration, volunteer applications

THE LIBRARY IS NOW CLOSED

What’s In?

24/7

Program registration, volunteer applications

POLICIES AND PROCEDURES What’s In? STAFF EMPOWERMENT Supply staff with tools and knowledge

POLICIES AND PROCEDURES

What’s In?

STAFF EMPOWERMENT

Supply staff with tools and knowledge

FINES What’s In? LATE FEES Pay to replace

FINES

What’s In?

LATE FEES

Pay to replace

SYSTEMS DESIGNED FOR OUR WORKFLOW What’s In? SYSTEMS DESIGNED FOR USER NEEDS

SYSTEMS DESIGNED FOR OUR WORKFLOW

What’s In?

SYSTEMS DESIGNED FOR USER NEEDS

Be a patron at your library Borrow a book Wait in line at the circulation desk Look for books in the stacks Work in a public space Bring a laptop Use a public computer Print something EVALUATE THE EXPERIENCE

Be a patron at your library

Borrow a book

Wait in line at the circulation desk

Look for books in the stacks

Work in a public space

Bring a laptop

Use a public computer

Print something

EVALUATE THE EXPERIENCE

Discovering a Path to Success Jo Ann Carr Center for Instructional Materials and Computing University of Wisconsin

Discovering a Path to Success

Jo Ann Carr

Center for Instructional Materials and Computing

University of Wisconsin

Let go of negative opinions Make sure employees have the tools to do their job Provide clear expectations of values and vision Know employee goals, stressors, how they define success Train and retrain in problem solving Ask how ‘you’ are doing Pay attention to stories and rituals Reward and recognize in meaningful ways Be consistent

Let go of negative opinions

Make sure employees have the tools to do their job

Provide clear expectations of values and vision

Know employee goals, stressors, how they define success

Train and retrain in problem solving

Ask how ‘you’ are doing

Pay attention to stories and rituals

Reward and recognize in meaningful ways

Be consistent

Let Go of Negative Opinions All categories of staff have value All employees are appreciated Accentuate the positive Make Sure Employees Have the Tools for the Job Time Supplies Knowledge Training

Let Go of Negative Opinions

All categories of staff have value

All employees are appreciated

Accentuate the positive

Make Sure Employees Have the Tools for the Job

Time

Supplies

Knowledge

Training

Provide Clear Expectations of Values and Vision Quality of service Sense of community Convenience for customers Know Employees Goals, Stressors and Definition of Success Keep performance reviews accurate Have staff bios and bulletin board

Provide Clear Expectations of Values and Vision

Quality of service

Sense of community

Convenience for customers

Know Employees Goals, Stressors and Definition of Success

Keep performance reviews accurate

Have staff bios and bulletin board

Train and Retrain in Problem Solving Strive for guided independence Ask How ‘You’ Are Doing Upward evaluations Open door policy Staff meeting suggestions

Train and Retrain in Problem Solving

Strive for guided independence

Ask How ‘You’ Are Doing

Upward evaluations

Open door policy

Staff meeting suggestions

I know what is expected of me at work. I have the materials and the equipment to do my job right. I have the opportunity to do what I do best everyday. Someone at work seems to care about me as a person. I frequently receive recognition or praise for doing good work. There is someone at work who encourages my development. My opinions seem to count The mission/purpose of my company makes me feel my job is important. My fellow employees are committed to doing quality work. I have a best friend at work In the last six months, someone has talked to me about my progress. This last year, I have had opportunities to learn and grow at work.

I know what is expected of me at work.

I have the materials and the equipment to do my job right.

I have the opportunity to do what I do best everyday.

Someone at work seems to care about me as a person.

I frequently receive recognition or praise for doing good work.

There is someone at work who encourages my development.

My opinions seem to count

The mission/purpose of my company makes me feel my job is important.

My fellow employees are committed to doing quality work.

I have a best friend at work

In the last six months, someone has talked to me about my progress.

This last year, I have had opportunities to learn and grow at work.

Pay Attention to Stories and Rituals Monthly newsletter Staff meeting notes Reward and Recognize in Meaningful Ways Celebrate staff accomplishments Celebrate individual accomplishments

Pay Attention to Stories and Rituals

Monthly newsletter

Staff meeting notes

Reward and Recognize in Meaningful Ways

Celebrate staff accomplishments

Celebrate individual accomplishments

Be Consistent! Dynamic, flexible, committed employees Continuous improvement High expectations create high results

Be Consistent!

Dynamic, flexible, committed employees

Continuous improvement

High expectations create high results

 

A consortium of 50 Georgia public library systems 275 facilities and bookmobiles A common library automations systems A database of over 9 million books and other items A shared patron database of 2 million active PINES cardholders from all 159 Georgia counties.

A consortium of 50 Georgia public library systems

275 facilities and bookmobiles

A common library automations systems

A database of over 9 million books and other items

A shared patron database of 2 million active PINES cardholders from all 159 Georgia counties.

The PINES library card is free to any resident of Georgia and may be obtained at any PINES library The card can be used at any PINES facility Materials may be returned to any PINES library. Users may request materials delivered from any PINES location to their home library free of charge New books are protected from intra-PINES delivery for six months

The PINES library card is free to any resident of Georgia and may be obtained at any PINES library

The card can be used at any PINES facility

Materials may be returned to any PINES library.

Users may request materials delivered from any PINES location to their home library free of charge

New books are protected from intra-PINES delivery for six months

A statewide courier service delivers items to all headquarter libraries in PINES PINES libraries agree to a common set of policies and procedures PINES libraries agree to common fine structures Fines and fees are paid at any PINES library Overdue notices are processed centrally for a PINES member libraries

A statewide courier service delivers items to all headquarter libraries in PINES

PINES libraries agree to a common set of policies and procedures

PINES libraries agree to common fine structures

Fines and fees are paid at any PINES library

Overdue notices are processed centrally for a PINES member libraries

One interface that is easy to use Users have increased access to statewide combined library collections Convenience of using all 275 member libraries throughout the state Common policies affecting the user experience

One interface that is easy to use

Users have increased access to statewide combined library collections

Convenience of using all 275 member libraries throughout the state

Common policies affecting the user experience

PINES is centrally administered Participating libraries have automation costs paid; their contribution is sharing materials PINES provides training in regional locations convenient to member libraries Centralized help desk and support for software and common policies

PINES is centrally administered

Participating libraries have automation costs paid; their contribution is sharing materials

PINES provides training in regional locations convenient to member libraries

Centralized help desk and support for software and common policies

We had reached the capacity of the existing software Daily re-index at 1 pm Many policies created around the limitations of the software

We had reached the capacity of the existing software

Daily re-index at 1 pm

Many policies created around the limitations of the software

Focus groups “ pretend it’s magic” Incredible buy-in from members Participation from library staff throughout the development process

Focus groups

“ pretend it’s magic”

Incredible buy-in from members

Participation from library staff throughout the development process

Ease of use for customers Enterprise class relational database Scalability (ability to grow with PINES) Flexibility Data security Corresponding reports

Ease of use for customers

Enterprise class relational database

Scalability (ability to grow with PINES)

Flexibility

Data security

Corresponding reports

Search capabilities similar to popular websites Added content including book cover images, reviews, and excerpts Scalability in anticipation of PINES growth Enhanced security features to keep patron information confidential Customer empowerment to manage own accounts Streamlined online catalog that works with screen readers Virtual book bags that can be created, managed, and shared by the user

Search capabilities similar to popular websites

Added content including book cover images, reviews, and excerpts

Scalability in anticipation of PINES growth

Enhanced security features to keep patron information confidential

Customer empowerment to manage own accounts

Streamlined online catalog that works with screen readers

Virtual book bags that can be created, managed, and shared by the user

Evergreen Integrated Library System was developed using Open Source Software Software development began in June 2004 All PINES libraries migrated to Evergreen on September 5, 2006 Debuted with online catalog, circulation, cataloging, and reports Transactions, online catalog records, and customer records were migrated from the former system

Evergreen Integrated Library System was developed using Open Source Software

Software development began in June 2004

All PINES libraries migrated to Evergreen on September 5, 2006

Debuted with online catalog, circulation, cataloging, and reports

Transactions, online catalog records, and customer records were migrated from the former system

More self service options including online bill pay Migration of 4 libraries waiting to become PINES members

More self service options including online bill pay

Migration of 4 libraries waiting to become PINES members

For more information and complete presentations visit: www.slis.wisc.edu/continueed

For more information and complete presentations visit:

www.slis.wisc.edu/continueed

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