excellence in ereference heather lausten, dana shreve, dave wildermuth grand canyon university nov....
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eXcellence in eReference
Heather Lausten, Dana Shreve, Dave Wildermuth
Grand Canyon University
Nov. 15, 2013
Introductions
Heather Lausten~Curriculum Librarian • Responsible for integrating library resources into the online classroom
Introductions
Dave Wildermuth~ Reference Librarian• Responsible for answering reference inquiries via e-mail, phone, chat and in-person
Introductions
Dana Shreve~Reference Manager• Responsible for overseeing reference inquiries • 8 Reference Librarians• 4 Library Supervisors• 40 Student Workers
Grand Canyon University
• 40,000 online students• 8,000 ground students• Expanding ground campus
(additional location)
GCU LibraryOpen 99 hours (expanding to
113)Hours: Mon-Fri 7a-10p, Sat-Sun
10a-10p (expanding to midnight Sun-Thur.)
Services◦Phone – incoming calls all open
hours◦Email – answered within 24 hours
and during open hours◦Chat – M-F 9a-4p (up to 2 chats at a
time)◦In-person – all open hours, on
demand◦Library instruction
Turnaround time
Jan Feb Mar Apr May
Jun Jul Aug Sep Oct Nov Dec0:002:244:487:129:36
12:0014:2416:48
Average Response Time
2012 2013
2013
2013
17%
8%
9%
3%
21%
0%1%
29%
8%
3% 1%
January - June Individualized Research Assistance by Subject
GeneralBusinessChristian StudiesCounselingEducationFine ArtsHumanitiesNursing & Health SciencesPsychologySocial SciencesSciences
2013
30%
7%
12%
2%
28%
17%
2% 2%
January - June Directional by Subject
General+Basic
Access
APA
Circulation
Computer
InterLibrary Loan
Textbook
Transfer
2013
16%
18%
55%
5%0% 1% 3% 1%
January - June Reference Assistance by Patron Level
Doctoral StudentGraduate StudentUndergraduate StudentUnknownAlumniFacultyStaffCommunity
2013
Number of interactions (all modalities)
January – June - 23,357July – September - 14,858
How do we do it?
Weekly meetingsTrainingPracticeTeamworkExceptional customer service
Customer Service in eReference
Three Truths about Customer Service
Good Customer Service is the Expectation.
If their experience is good, they might tell someone.
If their experience is bad, they will tell everyone.
The Customer is Not Always Right.
However…
The Customer is Always the Customer.
Every Customer Deserves Your Best.
Treat every customer as though they are the most important person you will serve that day.
How to Make Every Reference Experience the Best It Can be
When you need help/don’t have an answer are you likely to:◦Give up◦Work at it until I figure it out, even if
it takes years◦Push myself until I’m frustrated
enough to call for help◦Ask for help immediately
Quick Survey
Who Are You Talking To?Assumptions:
◦Someone with a need (embarrassed, state of need is volatile, always comes with emotional baggage)
◦Someone frustrated (It doesn’t exist- this system sucks)
◦Has tried already (tried for FIVE DAYS!)
Who are you? What They See
Assumptions:◦Blocking the Way◦The Enemy/Culprit◦An Expert◦Savior
What is in the way?
Lack of informationLack of resourcesLack of skill/knowledgeAnother party (person, group,
thing)Themselves (emotions, bias,
stubbornness)
How to HelpIdentify the need
◦How? They tell you You know from experience You perceive it
Eliminate barriers to the need◦Some tips
Aggravation, Frustration, and Tears
Don’t let these be yours!
A person in need is already in a heightened emotional state
Bring it Down- Controlling Emotions
Set the Stage◦Good attitude◦Listen◦Affirmative language◦A promise of good customer service◦Develop rapport
Fulfilling the NeedDeal with the most obvious
problem first
Evaluate how to help◦Give it to them◦Teachable moment◦Redirect
But They’re Still:CryingYellingMean
Black Belt Librarian says follow your ABCCs:◦A= Anxious: Not abusive but clearly
upset◦B= Belligerent: Increasingly hostile.
May be cursing the situation, but not you personally. May be calling you fairly innocuous names.
◦C= Control, Out of: Yelling, Disruptive, Cursing you Directly
◦C= Calm
What is their state?
Solving in the Electronic mediumLanguage!
◦Never say “Calm Down”◦Positive language◦Tone
Don’t Give them Rope◦Emphasize don’t Agree◦Redirect/Focus on solving issue
The Challenge:“Hot Calls”
10% instruction, 90% therapyIrateTherapy callsDistractedDiscouragedImpededConfused