1. 1. Reference Observation:Customer ServiceE L Y S S A E V E R L I N GH E RMI N A A N G H E L E S C UL I S 6 1 2 02 5 N O V EMB E R 2 0 1 4
2. 2. Introduction*Libraries exist solely for the customer*Customers should always remain the central focus of everything a library does*Good service allows the library to be seen as essential within the community*Libraries must follow the basic principles of equality and access if they wish to have a positivereputation in the community
3. 3. About the Library*Located about an hour from Indianapolis*Serves a large county, consisting of both rural and urban areas.*The county has a population of 141,888 (In Depth Profile, 2013)*The county-wide system has two branches. One is located in the downtown area of the majorcity, and the other one is located fifteen minutes outside of the major city.*Aside from the two branches, the system also offers homebound deliveries, jail services and abook mobile that goes around to daycares, nursing homes and schools.
4. 4. Cross-Training and Customer Service*Cross training helps to make the library more efficient.*Patrons are not given the run around when searching for an item or needing answer.*Cross training has the potential to make employees feel more empowered and valued withinthe organization.*It can be cost-effective for the library.*Cross training has been met with some resistance because some feel it is devaluing the MLIS.
5. 5. RFID and Customer Service*Was recently employed in both buildings*Cuts down on items being missed when checked in or out*Allows for self serve terminals to both check out and check in items*Improperly shelved items can be found relatively easily*The only downside being that it does cut out human interaction, although there is still a staff ifthe patron wants or needs that interactions
6. 6. Systems That Could be Improved*Placing, pulling, trapping and transferring holds*Computer usage and asking for ID
7. 7. Conclusion*Informative in both a personal and professional level*Interesting to see how different libraries handle the same issues
8. 8. ReferencesInDepth Profile. (2013). Retrieved fromhttp://www.stats.indiana.edu/profiles/profiles.asp?scope_choice=a&county_changer=18105&button1=Get+Profile&id=2&page_path=Area+Profiles&path_id=11&panel_number=1