how deep is it
TRANSCRIPT
How Deep Is It?How Deep Is It?
Wading Into Public Service WatersWading Into Public Service Waters
NCLA Conference 2005 – September 21NCLA Conference 2005 – September 21stst – 23 – 23rdrd
Presentation PanelPresentation Panel
• Denise Bosselman – Sandhills CCDenise Bosselman – Sandhills [email protected]@sandhills.edu
• Sarah Jeong – Wake Forest UniversitySarah Jeong – Wake Forest University
• David Munden – Duke UniversityDavid Munden – Duke University
• June Power – UNC-PembrokeJune Power – [email protected]@uncp.edu
Why We’re HereWhy We’re Here
• To provide an overview of public To provide an overview of public services in libraries by answering the services in libraries by answering the questions of those new to the field questions of those new to the field and to public services.and to public services.
Getting the JobGetting the Job
• How do you find a position with the right fit for your work style and How do you find a position with the right fit for your work style and personality? What factors determine a good fit?personality? What factors determine a good fit?
• What types of questions were you asked in your interview?What types of questions were you asked in your interview?• What questions did you ask during your interview? What questions do you What questions did you ask during your interview? What questions do you
wish you had asked?wish you had asked?• What differences have you noticed between telephone interviews, one-on-What differences have you noticed between telephone interviews, one-on-
one interviews and panel interviews/interview by committee?one interviews and panel interviews/interview by committee?• What is the strangest interview question you have been asked?What is the strangest interview question you have been asked?• What do you need to know about an institution before you interview there?What do you need to know about an institution before you interview there?• How were your interview travel expenses handled? Relocation expenses?How were your interview travel expenses handled? Relocation expenses?• If you experience being employed and interviewing for a new position If you experience being employed and interviewing for a new position
elsewhere, how do you handle informing your current job that you’re elsewhere, how do you handle informing your current job that you’re looking? When did you tell them?looking? When did you tell them?
• How did you approach the topic of salary and benefits when looking for a How did you approach the topic of salary and benefits when looking for a job?job?
• How long did it take for you to find a position? How long did it take you to How long did it take for you to find a position? How long did it take you to find a position you really wanted and liked? If the two answers are not the find a position you really wanted and liked? If the two answers are not the same, why did you settle for a job you didn’t really want, if you have had same, why did you settle for a job you didn’t really want, if you have had that experience?that experience?
Customer ServiceCustomer Service
• How important is patron privacy?How important is patron privacy?• How have libraries been affected by the Patriot Act?How have libraries been affected by the Patriot Act?• How do you insure consistency in service to patrons?How do you insure consistency in service to patrons?• What’s the funniest thing that has ever happened to you at a What’s the funniest thing that has ever happened to you at a
service desk?service desk?• What is the strangest question you have been asked?What is the strangest question you have been asked?• How much and what kinds of customer service experience are How much and what kinds of customer service experience are
most beneficial in preparing someone to work in public services?most beneficial in preparing someone to work in public services?• How do you approach service, especially with regards to How do you approach service, especially with regards to
instruction? Do you teach them how to fish, or hand them a instruction? Do you teach them how to fish, or hand them a prepared sandwich? Do you give them what they “need” or what prepared sandwich? Do you give them what they “need” or what they “want?”they “want?”
• What is the best way to deal with a pushy or demanding patron? What is the best way to deal with a pushy or demanding patron? (faculty member, rude student, neighborhood crazy person)(faculty member, rude student, neighborhood crazy person)
• What are the best ways you have found to let patrons know what What are the best ways you have found to let patrons know what services you offer?services you offer?
Management and Staff Management and Staff RelationsRelations• Many new librarians will work with staff members (librarians and support Many new librarians will work with staff members (librarians and support
staff) who are more than one generation apart in age. What are the best staff) who are more than one generation apart in age. What are the best strategies for coping with generational differences? How does this affect strategies for coping with generational differences? How does this affect making decisions in public services, collection development, and reference making decisions in public services, collection development, and reference transactions?transactions?
• How does knowledge vs. experience play out in you library?How does knowledge vs. experience play out in you library?• How does the library fit into the larger institutional community?How does the library fit into the larger institutional community?• What are your biggest management challenges with regards to supervising What are your biggest management challenges with regards to supervising
staff?staff?• What has been the biggest challenge in moving from front line work to What has been the biggest challenge in moving from front line work to
middle or upper management?middle or upper management?• How do you handle conflicts between staff members you supervise?How do you handle conflicts between staff members you supervise?• How do you handle conflicts between yourself and staff you supervise?How do you handle conflicts between yourself and staff you supervise?• What are the best aspects of management? The worst aspects?What are the best aspects of management? The worst aspects?• How do you handle differences between yourself and your management How do you handle differences between yourself and your management
peers?peers?• What are your methods for working with volunteers, students, and other What are your methods for working with volunteers, students, and other
non-staff workers?non-staff workers?
TrainingTraining
• How do you get training if you need it?How do you get training if you need it?• What has been your experience going into a long vacant position vs. a new What has been your experience going into a long vacant position vs. a new
position vs. replacing a departing staff person? What differences have you position vs. replacing a departing staff person? What differences have you noticed between these different experiences?noticed between these different experiences?
• How do you deal with staff reluctant to learn new skills?How do you deal with staff reluctant to learn new skills?• What types of training/continuing education have you received since you What types of training/continuing education have you received since you
finished your degree? Has your institution provided this training or did you finished your degree? Has your institution provided this training or did you seek it for yourself?seek it for yourself?
• How does your institution handle reimbursement for further training?How does your institution handle reimbursement for further training?• How much have training opportunities benefited you in your day-to-day job How much have training opportunities benefited you in your day-to-day job
functioning?functioning?• What are the hallmarks of a good training program/session/workshop?What are the hallmarks of a good training program/session/workshop?• What have you learned from your own training experiences that has What have you learned from your own training experiences that has
benefited you in the training of others?benefited you in the training of others?• When creating a training experience for others, what are some pitfalls to When creating a training experience for others, what are some pitfalls to
avoid?avoid?• What differences have you noticed between online training and face-to-What differences have you noticed between online training and face-to-
face training?face training?
Professional DevelopmentProfessional Development
• How do you balance your daily duties (and emergencies) with How do you balance your daily duties (and emergencies) with professional development activities?professional development activities?
• Describe the different expectations for professional development in Describe the different expectations for professional development in the community college, state four-year university, and private the community college, state four-year university, and private university environments.university environments.
• Would you prefer a tenure track or non-tenure track position? Why Would you prefer a tenure track or non-tenure track position? Why or why not?or why not?
• Describe the job evaluation/performance appraisal system at your Describe the job evaluation/performance appraisal system at your institution.institution.
• How do you balance your personal and professional life and goals?How do you balance your personal and professional life and goals?• How do you encourage your staff to approach professional How do you encourage your staff to approach professional
development?development?• Why is professional development important to you?Why is professional development important to you?• What challenges do you face in professional development?What challenges do you face in professional development?• What counts as professional development for your position? Does it What counts as professional development for your position? Does it
have to directly related to your specified job duties?have to directly related to your specified job duties?• How does your intuition support professional development?How does your intuition support professional development?
Thank you!!Thank you!!