Main

September 13, 2010

New UL Website feedback

Hi All,

Has anyone mentioned the new UL Website? Positive and negative is good. If you have, please send me and Emily a email with what you have heard and we will pass it on.

Thanks!
Melissa

May 16, 2010

Children in the library

With Summer break just around the corner its time to review the Bio-Med Children in the Library Policy again.

Remember that ALL children under 18 must be accompanied by a parent or legal guardian. If they do not have one with them please ask them to leave the library and offer them a handout of our policy (handouts are back at Reference next to the dangerous weather box and a link is also on our webpage). If they say that have someone with them in the library who is their legal guardian and is 18, but they do not look like they are 18, you may ask for ID.

Please be aware that there may be a person under 18 who is taking classes here at the U. If they mention this please ask for a UCard and once they show their UCard they can stay.

If you have any questions or are not comfortable asking someone to leave because they are underage please see me, Steve, David, Emily, Randy or Pat. Also you can ask one of the Reference Librarians - like Del, Katherine, etc.

Also if anyone gives you a hard time about this please get security or call 911.

Please post to the blog that you have read this.

Thanks,
Melissa

June 17, 2009

PreTest psychiatry

Hi All,

Some of the medical students have been asking for the rotation book 'PreTest psychiatry' which we do not have any paper copies of.

However, we do have a electronic copy of it (with unlimited users), so go to the catalog and look for:

PreTest psychiatry: PreTest self-assessment and review. by Debra Klamen, 2009. 12th edition.

Also there is no word on when the new set of medical rotation books will arrive.

Thanks,
Melissa

June 10, 2009

The spirit of Zappos... Emily thinks Emily's student workers will enjoy this....

images.jpeg Zappos is an online shoe store that I'm sure that many of you are familiar with. I'm not necessarily writing this to endorse their products, since I've never ordered from them. I'm writing about them because their reputation for customer service excellence is amazing.

Here's an example: Jonathan and Timmy. (Read it, it's hilarious.)

Zappos is a fun brand, and we're a little more serious here, but I think the lesson of the chat above still holds: listen to the customer (or patron, as it were) and give them even better service than they had any reason to expect.

Here are the customer service basics that we expect from you:
- Make eye contact and smile when users approach the service desk.
- Greet approaching users (“Hi, how can I help you?").
- Explain policies and procedures clearly and demonstrate steps on your screen. (e.g. borrowing options, Get It!, ILL).
- Ask if users found everything they needed - every time.
- Call for back up if you get stuck.
- When giving directions to other locations, give the patron a campus or library map.
- WALK patrons to nearby locations in the building. It can also be as simple as going with the person to get them started in the right direction ("Let me show where the Reference section is located"). Use the wall maps when you send people up to the 4th floor. Get out from behind the desk!!
- Always be respectful of patrons.
- If someone looks lost, get out there and help! ("Is there something I can help you find?").
- Wear your name tag!!

Working with the public can be surprisingly fun! Do you have an example of a time when you either gave or received awesome customer service? Post it to the blog! What do you think about Timmy's Zappos chat? Post it to the blog! Nothing much to say? Post your initials to the blog!

Cheers and keep up the great work you do!
Emily

April 30, 2009

Newly admitted graduate students - how to help

Occassionally, newly admitted graduate students wish to use the library even before they begin classes. In cases where they aren't registered for the current semester, they'll need your help getting library privileges. Here's the procedure. Please obtain all of the information in Step One, and then route to a Bio-Med supervisor for further processing.

Questions? Concerns? You know the drill!

Thanks,
Emily
.

April 2, 2009

Customer Service Skills Review

It's that time of year again.... Please review the standards defined below. We expect you to demonstrate these competencies with every patron you help!

- Make eye contact and smile when users approach the service desk.

- Greet approaching users (“Hello, how may I help you?).

- When explaining policies and procedures, provide enough detail so the user fully understands. (e.g. borrowing options, MLAC, ILL).

- Ask if users found everything they needed.

- If unable to assist a patron, call in a co-worker for assistance or refer to a supervisor.

- When giving directions to other locations, supply a campus or library map.

- If possible, offer to walk patrons to nearby locations in the building. It can also be as simple as going with the person to get them started in the right direction ("Let me show where the Reference section is located").

- Respect users and treat them accordingly.

- When users appear in need of assistance, offer to help ("Is there something I can help you find?").

- Wear your name tag.

We're doing a great job already providing customer service, based on our recent user feedback. Keep up the good work!

Thanks,
Emily

All student workers must comment to indicate they have read this. And keep reading, it's been a busy week.

April 1, 2009

Nice job on the Customer Service Survey

Steve just gave me the results of our customer service survey. All in all, we collected 100 surveys total, which is the most we've ever collected in Bio-Med. We also received our highest average scores ever! Congratulations!

Excellent customer service is the foundation on which everything else we do in the library rests. It is critical to our success, and I appreciate the great work you all do. Keep it up!

Now, in case you're curious, here's a smattering of the comments our patrons submitted:

"I love this library! - Circ desk employees were very helpful - Copiers were confusing - Didn't have study books for psychiatry shelf exam (Pretest Q&A Lange) - Friendly & helpful staff - Yes, After-hour signage and holiday hour signage could use BOLD type font stating U card policy. Not very noticable at current state - Library didn't have articles I needed on Ovid Medline - More tables, more outlets - Pretty good - (Re: Approachability) Impressed - The Circulation Desk staff are so helpful! - The girl who pages does a wonderful job of putting books away. - Very friendly - Very helpful - was very helpful - Talked about chemistry one time - Very approachable! - Most helpful to non-U student - Some people seem to be unsure about which are quiet areas - The library is very good. Please keep all the books journals. Thanks."

Cheers,
Emily

March 23, 2009

Customer Service Surveys

Little Miss Helpful.jpg

Hi All,

Customer surveys for the IADS Customer Service Training Project are being distributed at Bio-Medical, Magrath, Walter, and Wilson service points over the next seven days starting Monday, March 23, 2009.

Our goal is to distribute >100 surveys to patrons, so you must hand a survey to each and every patron who comes to the desk. Say, "We're conducting a customer service survey this week. Would you mind taking a moment to complete this survey?" Then hand the patron a copy.

There is no limit to the number of surveys that a patron can complete. If we get low, ask Steve for more. Let me know if you have questions or concerns; otherwise, just post your favorite book and initials to the blog. (I'm checking to see if you're paying attention and updating my reading list. Two birds, one blog.)

Thanks,
Emily

February 6, 2009

NEW: Choice of Secure/Unsecure Wireless Access

Folks,

With stealth equal to Ninjas, the NTS crew have replaced our existing
wireless access points. Generally this is an upgrade in speed (I won't go
into how an user with an old laptop COULD slow it down), and also in
security. There are now two different wireless networks, U of M Secure, and
the regular standard unsecured wireless. For those wanting to use the new U
of M Secure network (encrypted), there IS a learning curve. There's
self-help directions located at:

http://www1.umn.edu/wireless/information/login/index.html

I would say for those public who want to use UofM Secure over the weekend,
go to that link and let them configure it for themselves, or convince them
to use the unsecured network. I will print out instructions for Macs, XP and
Vista, and leave them at the service desk. The nice thing about the secure
network is that once you do set it up, it will be a bit easier to logon and
use it day to day. And, it is actually pretty secure.

We haven't received our new additional wireless access points as of yet.
Stay tuned.

Peter
__________________________________________________________________
Please post initials to the blog to confirm you've read this. Thanks, Emily

January 7, 2009

Active Directory Passwords have been changed

FYI - The Active Directory passwords for guest computer users have been changed. See the clipboard the the newest iteration of the password.

That is all. :)
Emily

December 1, 2008

Customer Service Skills Review...the sequel

Hi Everyone,

One more thing....when someone asks for directions to find a book PLEASE bring them over to the map of the library to show them the call numbers and the stacks (remember the maps are by the doors to the stacks).

Thanks,
Melissa

November 26, 2008

Customer Service Skills Review

Hi All,

Working at Bio-Med means being part of an organization that is committed to great customer service. Though we are already doing a good job, it's doesn't hurt to review some basic expectations:

-Effective Immediately NO watching videos (not with or without headphones) at the Circulation Desk.

-You MUST use Desk Tracker. This is part of your job and you need to do this after the appropriate transactions.

- Wear your name tag!! If you do not want one with your name on it, please use one with "student worker".

- Make eye contact and smile when users approach the service desk.
- Greet approaching users (“Hello, how may I help you??).
- When explaining policies and procedures, provide enough detail so the user fully understands. (e.g. borrowing options, Get It!, ILL).
- Ask if users found everything they needed.
- If unable to assist a patron, call in a co-worker for assistance or refer to a supervisor.
- When giving directions to other locations, supply a campus or library map.
- If possible, offer to walk patrons to nearby locations in the building. It can also be as simple as going with the person to get them started in the right direction ("Let me show where the Reference section is located").

- Respect users and treat them accordingly.
- When users appear in need of assistance, offer to help ("Is there something I can help you find?").

Post your initials to the blog to confirm you've read and understand this post.

Thanks,
Melissa

September 11, 2008

Voting

You might have noticed the voting box in front of one of the computers at the Circulation Desk on 2nd floor. At the end of the night please remember to lock it up in my office and in the mornings please put it back out. Emily will be explaining more about this, so please keep reading the blog!

Thanks,
Melissa

March 19, 2008

Customer surveys

Hi All,

Customer surveys for the IADS Customer Service Training Project are being distributed at Bio-Medical, Magrath, Walter, and Wilson service points. The survey will run over a 7 day period beginning Monday, March 24, 2008.

Purpose of the survey:

* Gather data regarding current user perceptions of service. The goal is to provide current data against which progress can be measured from baseline data collected in April 2006 & 2007.

Dates administered:

* Monday, March 24 through Sunday, March 30, 2008

Where distributed:

* Bio-Medical Library - (2 locations) 2nd floor Circulation desk; 3rd floor Circulation/Copy Center desk

How to distribute:

* When assisting users at one of the listed service points, staff should ask if the person is willing to fill out a survey. If they decline to fill out a survey, that is okay. There is no limit to the number of surveys users can return. If the person is in the Libraries for multiple purposes, they can fill in more than one survey. A stack of surveys should also be left at the service point for customers to fill out without prompting.

If more surveys are needed:

* Let a supervisor know if the supply is running low.
* Jerrie or Steve will collect the surveys and boxes on March 31.


--
Steven Llewellyn
Head, Access Services
Bio-Medical Library
University of Minnesota
(p) 612.625.7940
(f) 612.626.2454

March 6, 2008

Customer Service Skills Review

customer-service-rating.jpg

Working at Bio-Med means being part of an organization that is committed to great customer service. Though we are already doing a good job, it's doesn't hurt to review some basic expectations:

- Make eye contact and smile when users approach the service desk.
- Greet approaching users (“Hello, how may I help you??).
- When explaining policies and procedures, provide enough detail so the user fully understands. (e.g. borrowing options, Get It!, ILL).
- Ask if users found everything they needed.
- If unable to assist a patron, call in a co-worker for assistance or refer to a supervisor.
- When giving directions to other locations, supply a campus or library map.
- If possible, offer to walk patrons to nearby locations in the building. It can also be as simple as going with the person to get them started in the right direction ("Let me show where the Reference section is located").


- Respect users and treat them accordingly.
- When users appear in need of assistance, offer to help ("Is there something I can help you find?").
- Wear your name tag!!

Your efforts have made our library known for its helpfulness -- keep up the good work!

Post your initials to the blog to confirm you've read and understand this post. Bonus: If you post a reason why customer service in the library is critical, you'll get a surprise treat!

Thanks,
Emily

January 16, 2008

Do we take Credit Cards?

Yes, we do take Credit Cards (remember only for fine, nothing else).

However only a full time person (Melissa, Emily, David, etc) may actually give the form out to people. This is because the forms deal with private and very sensitive information.

So if someone wants to pay via credit card, please find Melissa, Emily, David, etc and have them deal with the Credit Card Payment Form.

If for some reason, a full time person (Melissa, Emily, David, etc) is NOT available you may have the library patron fill out the form (they must do this themselves). Then immediately after you are done helping them, place the Credit Card Payment Form on Melissa's chair (please turn it over so that no one can read any information on it). DO NOT leave the Credit Card Payment Form anywhere else, but on Melissa's chair.

Please respond to this entry with your initials.

If you have any questions please ask.

Thanks,
Melissa


January 7, 2008

New OVID

OVID Technologies is moving to its new OvidSP platform as the default in
February 2008 - this is a major update to the user interface, which retains
classic search functions combined with enhanced usability and natural
language searching which allows for searching across databases.

The University Libraries will be migrating to OvidSP the morning of Tuesday,
January 15, 2008. Ovid users with saved searches or AutoAlert SDIs will
received an Ovid system generated e-mail with their user names and temporary
passwords to access their saved content. New users wishing to save their
searches or to customize the user interface will have to create a new user
account.

October 30, 2007

When to call 911

FYI...

Yesterday (10/29), Wilson library staff encountered a patron who seemed drunk or high. He wasn't threatening, but seemed incoherent. The natural reaction of staff was to help him out of the building. Instead, they called 911. When the police showed up, after questioning the patron for a time, it was determined the patron was having a diabetic episode. Paramedics were called and the patron was treated.

Remember: Always call 911 when a patron is acting oddly, even if the patron is non-threatening. This is the appropriate response rather than trying to assist the individual. Let the police decide how to deal with the situation.

October 29, 2007

Headphones

New Library Policy!!

Starting Monday, November 12 anyone that wants to checkout headphones will be required to show a UM UCard. Headphones will be just like any other circulating library item. Remember that everyone must present a UCard to check out library materials. If there is a student from another college/university with their college/university ID please see Melissa, David, Pat, Emily or Steve.

I have posted a sign at the Circ Desk and until Monday November 12, please give a handout to anyone that requests headphones (this is so people learn about our new policy before November 12).

Also the computers in the lower 'pit' area will require UM authentication to login.

Finally, the internal speakers in all Dell PCs have been disabled. Headphones on the Dells will work.

Please respond in a comment with your initials with any feedback or questions you have so I can confirm you've read this post.

Thanks,
Melissa

October 15, 2007

PubMed Find It Links are still down

PubMed.bmp

Here's what we know:

1. PubMed Find It links are down.
2. There is no estimated time frame for a fix.
3. Both PubMed and Ovid Medline search the Medline database. Let the patrons know that the Ovid Medline database's Find It Links are working.
4. The scripting error is on the PubMed side and is affecting multiple campuses across the country.

We'll let you know as soon as anything changes.

Thanks,
Emily