"It's not my job": Convincing staff why it is their job
Presenters: Brian Hissong, Finksburg Branch Manager, Carroll County Public Library
Anita Crawford, Finksburg Circultation Manager, Carroll County Public Library
Program Description
Times are changing, libraries are changing, and that means our jobs are changing, too. Accepting a new model of customer service is far from easy. How do we convince our employees to take on new tasks, some of which may traditionally have bee perforemed in other departments? How do we calm fears about taking on new roles? Join this discussion on how Carroll County Public Libraries have dealt with evolving staff responsibilities.
My summary
At the new Finksburg library, the circulation staff and the reference staff share a desk. In order to provide better customer service, staff from each area was crossed trained to more quickly meet their patrons needs. During the session, the audience was divided into two groups. One group were Aqua-librarians who had special powers, including breathing water, swimming, etc. The second group were Super-librarians, endowed with x-ray vision and super strength. The challenge presented was how to convince the other group they could perform well in the new environment. I found it to be a useful exercise.
How it fits in the big picture
In our branch libraries, everyone does everything to some extent, so the problem is not as acute as it may be at other libraries. However, it is important to keep the idea of providing the best customer service at the forefront of any customer interaction. Good customer service is everyone;s job.
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