roving service presented by kristen blinko
DESCRIPTION
Presented at Reference at the Metcalfe 7 May2013TRANSCRIPT
Roving Service
Kristen Blinco, Customer Service Coordinator,Hurstville City Library, Museum & Gallery
Why roving?
• Change in service delivery model – move to a single service desk at Hurstville and Penshurst in 2012
Why roving?
• Identified by staff as an opportunity to deliver our service at a workshop in August 2011
• Increase staff presence on the library floor• Offer a proactive service• Engage the ‘silent’ customers• Maintain the appearance of the library and collections.
How it works• Called ‘Roving service’ NOT ‘Roving reference’• Services provided:
Directional assistanceNew membershipsDemonstrating use of library technologiesDemonstrating use of library online services
• All staff given the opportunity to rove• Roving takes place throughout customer service shift –
times set by shift supervisor• iPad provided for use when roving
iPad
• Griffin AirStrap used to keep iPad secure when roving• 3G model purchased so iPad can be used in house or
remotely
Support provided to staff
• Opportunity to ‘play’ with the iPad• iPad training sessions• Roving expectations
Challenges
• Difficult to make time for roving when service desk is so busy.
• Some staff used the iPad to post to their own personal sites during work time.
• One of the iPads went missing!
Positive outcomes
• Staff and customers have embraced the roving concept• Staff more comfortable with using tablet technologies• Staff now using the iPad for new services:
Customer surveysCommunity events and open daysiPad training delivered to customers as part of
training program (English and Mandarin).TechBar for customers – assistance with
technology provided by volunteersiPads now used in Museum exhibitions
Future directions
• Collation of statistics on customer use of roving service• Use iPad to join up new members remotely• Use of iPad on stand in library to promote collections
Questions?
• For further information contact:
Kristen BlincoCustomer Service CoordinatorHurstville City Library, Museum & [email protected]