LAURIER LIBRARY PUBLIC SERVICE REVIEW: 1-YEAR PROGRESS REPORT Summary of Progress The Public Service Review Report: A New Vision for Public Services at the Waterloo Campus Library, was presented in September 2012. Feedback sessions were held and the report was accepted on the whole. Some questions were raised about recommendations for merging specialized service points, and more detailed consideration of those recommendations have been delayed until after the implementation of the integrated service model. Several implementation subgroups were formed to help implement the new integrated service model: Assessment Subgroup: to create a framework for public service evaluation, and to assess our current public service model as a benchmark for measuring success of the new model Training Subgroup: to plan a training program for staff working in the new blended service model Policy Review Subgroup: to review existing public service policies and make recommendations for streamlining and changes Self-Service Subgroup: to implement self-service options Physical Changes Subgroup: to create requirements for renovations/physical changes to facilitate the new blended service model Virtual Services Subgroup: to investigate changes and improvements to online services The Public Service Review Group coordinated the implementation, and each subgroup was chaired by a member of the coordinating group. Nearly all public service staff participated in the implementation through one of the subgroups. In addition, the coordinating group facilitated the creation of service standards for both in-person and online services. The AUL for Learning & Research Services and the Department Heads for Reference and Access Services worked with Human Resources and the staff union (WLUSA) to revise staff positions, workflow, and position descriptions. A parallel Liaison Librarian review was completed in July 2013 with recommendations for librarian roles. As of September 2013, most recommendations from the Public Service Review Report have been completed or are in progress (see table below). Major changes include the implementation of a blended service model, along with the reconfiguration of department structures and staff positions required to support the new structure. At this point, the Public Service Review Group and implementation subgroups have completed their mandates. Some of the remaining recommendations have been assigned to the new Desk Services Manager and User Services Department Head to implement starting fall 2013; others will be brought forward for further discussion by the Associate University Librarian for Learning & Research Services.
Status of Recommendations Status # Recommendation Notes completed 1 completed 2 Develop a set of service standards that defines clearly what excellent service means for us, and how we know when we have achieved it. Standards should also define patron and staff expectations for timeliness and responsiveness, e.g. we guarantee that all e-mail will be answered within one business day. Once developed, the standards should be used as a basis for training, service assessment, and staff performance evaluation. Adopt the integrated service model, and blend circulation and reference functions at a single service point as originally suggested by the external review. Service standards for in-person and online chat services have been developed and used in staff training. Work has started on ways to use them for staff feedback and evaluation. Blended service desk implemented Sept 2013 completed 7 completed 8 Expand the scope of chat reference services to include matters currently dealt with by Access Services Expand chat reference hours so they are more consistent with our inperson service hours. completed 15 Review and streamline current public service policies. completed 17 Staff the blended service point with cross-trained staff associates and gradually remove librarians from the desk to focus on faculty outreach and more specialized reference appointments Implemented Sept 2013 Trial of chat during weekend/evening by desk staff during fall Completed by Policy Review Group. Recommend ongoing annual reviews. Implemented Sept Librarians will remain as backup fall 2013 but are not scheduled on the desk. completed 18 completed 19 Have librarians available for staff support using an informal back chat system Develop a referral and appointment system that includes proactively contacting users and setting service standards that define how soon users can expect an appointment Implemented Sept 2013 Referral form/process implemented Sept Investigation of options for a more robust referral system is ongoing. completed 20 Relocate self-check to a prominent location and actively encourage users to use it Completed as part of renovations summer completed 21 Put holds and reserves on open shelving Completed for fall completed 28 Cross-train all staff to provide service to users in major functions currently performed at each service desk. 12 week training program delivered summer
completed 29 completed 30 Separate back-end functions from front-end customer service work, so people scheduled on the desk focus only on serving users. Reconfigure public service positions so that half of each position focuses on public service, and half on assigned work while off the desk. New desk configuration, workflow and staff job descriptions. Revised staff job descriptions completed 31 Make off-desk roles and responsibilities specific and clearly defined. Revised staff job descriptions completed 32 All staff should have a computer & desk. Completed as part of renovations summer completed 33 Reconsider current departmental structures. completed 34 completed 35 completed 36 in progress 10 Create two roles to coordinate public service/desk and Access Services processing (back-end) functions. Create a desk schedule similar to the current Information Desk, with shorter shifts. Have day staff work between 8am and 6pm and weekend days on rotation; maintain current arrangements for evening staff in Access Services and cross-train them. Establish a skills-building program to ensure consistent, user-focused services. in progress 11 Do more tracking and assessment of our online service. in progress 14 Investigate moving current services to mobile-friendly versions. Departments reconfigured and renamed (Reference =User Services, Access Services= Copyright & Resource Delivery), department head job descriptions revised. Created and hired a Desk Services Manager position to coordinate desk functions, student hiring/training, and staff training. Access Services Department Head will supervise processing functions. New schedule started fall Revised staff job descriptions. Planning for ongoing staff training program is in progress. Assessment Group and Virtual Services Group gave recommendations on chat service assessment; chat service standards developed, will be used to assess chat service. New web site makes service more mobilefriendly (responsive design). Enhancements (e.g. text reference service) assigned to new Desk Services Manager.
in progress 16 Empower staff to deal with issues as they arise and solve most problems on the spot rather than referring. Has been done in conjunction with policy review and permissions for some circulation functions (e.g. fines). Needs further work. in progress 22 Allow users to self-register and pay fines online in progress 23 in progress 25 Recognize that self-service is a key part of our service model, and commit to maintaining these services at a high level Use students to do basic, directional, and technical help at the desk, and train student shelvers to help people find things in the stacks in progress 37 Investigate options for scheduling flexibility and emergency back-up. in progress 38 Create a formal training program for initial and ongoing staff skill development, and make training a formal part of a coordinator role Investigated but need to wait for campus IT solution. Have developed workflows and processes to support some new self-service options. Still need to develop others (e.g. self-check support contract). Hired students for desk help for fall; haven't started service training for shelvers. Some changes to staff positions have helped; Desk Services Manager will investigate options. Have hired the Desk Services Manager position to coordinate and working on a plan for ongoing training in progress 39 Investigate creating mechanisms for staff to communicate and share knowledge informally, such as a discussion forum or knowledgebase. Are investigating options for a discussion forum/knowledgebase in progress 40 Put much more effort into publicizing our public services than we do now. working with Communications Officer to communicate changes; Desk Services Manager will help in future in progress 41 not started 3 not started 4 Improve mechanisms for understanding user needs, evaluating service quality, and making changes based on findings. Merge service points for Archives & Special Collections and Music Ensemble/Slides. Locate the merged specialized collections service point in a more public and visible location away from the basement. Assessment Group has done benchmarking; will need to redo assessments after a year to evaluate success. Will need to set up ongoing mechanisms for feedback.
not started 5 Eventually, merge the collections as well as service points, and repurpose the space on the 4th floor. A review of the music ensemble and slides collections should happen as part of this process, to determine what is available online and what might be moved to the stacks or weeded. not started 6 Eliminate unstaffed specialized service points wherever possible, and merge them into more general areas to simplify and improve service. not started 9 Promote chat reference services more explicitly. not started 12 not started 13 not started 24 Implement enhancements or additions to our current chat reference service. Proactively investigate and implement additional virtual services we can offer Investigate the possibility of converting our collection to RFID to enable better self-service options and streamline staff workflows User Services Head User Services Head; will start fall 2013 with text reference. User Services Head Budget/cost issues not started 26 Investigate other possible uses for students in public service. Assigned to new Desk Services Manager not started 27 Create proper structures and skills for hiring, training and supervision to facilitate student employee success Assigned to new Desk Services Manager September 2013 Public Service Review Group (Peter Genzinger, Julia Hendry, Patti Metzger, Joanne Oud, Julie Schnurr, Jade Squire)