Meeting Minutes

Public Services Staff Training Committee

July 23, 2008

Attendance: Kevin, Anna, Sarah, Jorge.

Absent: Scott and Aaron

Discussion:

- Short open-ended question 3-5 (one page)

Survey:

1. Rank The Areas You Feel Need Most Attention: (1 being the most important and 6 being the least important)

a. Technology _______

b. Customer Service ________

c. Reference ________

d. Circulation ________

e. Special Services     ________

f. Instruction ________

2. List the Areas That Staff Need Training:

———————————-

———————————-

———————————-

———————————-

3. What Type Of Training Sessions Do You Prefer:

a. Small Group _____

b. Large Group _____

c. One-On-One _____

d. Hands-On _____

e. Lecture Style _____

Decisions:

- Ask Becca about giving the survey before meeting.

- Jorge will give typed survey to Kirsten for review.

- I will type it up.

- Hope we will get it back by Monday to edit for Sarah by her meeting with Becca on Tuesday.

With no further business we finished at 3:35.

Successfully submitted,

Anna Lybbert

Secretary

Meeting Minutes for 7/16/08

Public Services Training Committee

7/16/08

- Kirsten Kinsley was in attendance, to discuss the future of PSSCTC. Committee will still be viable under new Commons plans.

- Briefly explained committee history and future plans with Kirsten.

- Kirsten suggested using Zoomerang for surveys, but concerns were raised that no one would participate. Decided to go ahead with our previous plan of handing out paper surveys at the next library meeting.

- Kirsten discussed the areas of training she had planned, including:

o Customer Service (Jacque, Ted, Natalie Jean?)

o Reference (Suzanne and Kirsten)

o Technology (Bridgett)

o Circulation (Bridgett and Ted)

o Possibly Instruction

The survey is to integrate these areas in some way, to figure out where the gaps are in current knowledge.

- Kirsten reviewed the Commons plans and divisions within the Commons to anyone unfamiliar with the situation.

- While any training given is primarily regarding the Commons, staff from any library can come. The basic training in particular pertains to everyone.

- Disaster Planning and training were brought up, and Kirsten thought it may already be covered under Customer Service training.

- A Training forum for Staff Web was discussed. Kirsten wants it to be a joint effort with both her new department and the Training Committee. As soon as this is more fleshed out, someone will be talking to Mason about it.

- Training on Staff Web should be done at Dirac by Mason. Kirsten is looking into it?

- Before the next meeting, everyone is to look over the current survey and tweak it, preferably down to one page. From there, it will go to Kirsten to approve, then distributed at the library meeting.

- Next meeting set tentatively for Wednesday the 23^rd at 2:30.

Sarah Ewbank

last day! (sorry to post un-official business)

Hey everybody, it’s my last day!  If anyone feels like stopping by, my Special friends (SPC I mean, you’re all special too!) brought in some munchies.  Luckily I don’t have a lot of real “work” to get done!  If you can’t come by, I just wanted everyone to know I’ve enjoyed working with you all, and I wish you successful, informative trainings in the future.  I’ll miss you!!

Meeting Minutes

Here are the minutes from this morning’s meeting. If there are any changes to be made please let me know.

Anna

Public Services Training Committee Meeting

May 6, 2008

Discussions:

- Customer Service Training

o Do’s and Don’ts of customer service

o Customer service techniques with in departments

o Who can use the library (homeless, public, children, students)

§ Should we have an adult content policy

o Learn basics of what to say and what not to say in front of patrons

o Ted details new customer service points for library

o Practical ways to be pro-active in customer service

o People need to be where you are supposed to be when you are supposed to be there

o Pay more attention to patrons instead of computers and/or work

o Checking in books while at the desk

- Easier to have two separate trainings at Strozier which will be easier for schedules and everyone

o It would be nice to have it be made mandatory

o Send e-mails to department heads a week in advance and a reminder e-mail the day before the training

- We should come up with training for Communication at another time.

- We should ask to have the training committee on the Integrated Library Wide Blog

Decisions:

- Chat on blog about when we are going to have training

- Jorge will talk to Rebecca about when she is able to do the Reference Interview training

- Sarah will talk to Ted Chaffin about when he is available to do the Customer Service training

- Ginger will talk to Jon Blackburn about Staff Web

- Anna will talk to Kevin about the meeting details and see if Ted Power wants to come back to the committee

- Sarah nominated herself for chair of committee if Jorge dosen’t want it anymore

- Ginger will be leaving the committee and going to school full time. We will truly miss her.

- Keep checking e-mail and blog about meetings/trainings.

Successfully submitted by:

Anna Lybbert,

Secretary

Customer Service Training Dates

Great meeting this morning! Very productive. I just talked to Ted, and he said he’s available to run the customer service training on May 22nd or 29th. Jorge, if you can talk to Rebecca and see if she wants to do the reference training on one of those days, that would be great. If she can’t do either of those days, we decided to just do the trainings separately. Also, we won’t be doing training at Dirac because of the renovations, so there’s no need to schedule for that. If anyone wants to have a meeting before that time, feel free to suggest a date. Otherwise, we’ll meet some time after the trainings.

Rebecca is out, what to do?

I went to speak to Rebecca yesterday to ask about the training before we contacted Ted/Kirsten. From Lisa i found out that Rebecca is totally booked this week with the performances of evaluations and AoR for the librarians and will be out of town all of next week.  Sorry guys my slip up, i planned on adding this to the blog yesterday. In short Rebecca is not here. Do we reschedule for some date(s) in the beginning of the summer semester?  or do we still try and have the training?  (Anna has mentioned that Ted is probably pretty booked next week too)

what do we think we should do ?

multiple training sessions? volunteers?

Hey all,

Ginger brought up a good point. I can not recall if we decided on one or two training sessions. Did we end up deciding on 2 training sessions, one at each library? or did we end up deciding to leave only one since we had Rebecca teaching part?

The second question is regarding who will talk to each of the librarians? We need some final decisions on the times and sessions and we can approach the librarians. I think  we should do this real soon. (today or tomorrow) I am out for a few days (5/1-5/5) and would like to have this set up before then.

I can talk and confirm with Rebecca, if we have some people volunteer to talk to the other two librarians.

training proposal? different date for event?

I can try and write the training plan proposal. It will be difficult for me to get it out soon. I am swamped making schedules but i think i can do it the beginning of next week. I am working the overnight for finals week so i can write something early in the week.

If everyone is cool with it taking that this long i can make something.  At this point i am also thinking that we can try and have the training not the first week but the second one. I am thinking that since we are short on time we can bump the training to some time either on May 6, 7, or 8th. This give everyone the chance to get back from FLA and settled in.

What does everyone think?

Upcoming Customer Service/Ref Iterview Training

Who:  Reference interview led by Becca; customer service led by librarians from Access Services and UISP, possibly Ted and Kirsten?

What:  General customer service/reference training for all staff who are able to attend

When:  Spring semester break (April 27 – May 10).  It needs to be a weekday (so Dirac-ians can attend) between 8 and 5 due to shortened hours.

Where:  Strozier or Dirac or both?

Why:  Because we have poor customer service skills and don’t know how to conduct a proper reference interview!

How:  Coordinated via the blog if possible, but meeting if necessary.

 

Please fill in any gaps in my 5W’s analysis! 

For example:  Have we asked Becca, Ted, and Kirsten whether or not they’re willing and available?  Have we picked a date and reserved a room?  Do we want to have more than one training, and if so will one be at Dirac?

I welcome everyone’s input!  Let’s get the ball rolling!

 

Question

Hay all, Should I print out the yearly report and give it to Becca? Is there anything that I need to change on the report?

Anna