In response to some issues recently raised on the blog, we would like to reiterate some key points about priorities at work. I would also recommend that everyone reads the comments posted in response to Charlie's recent "opinion" posting.
* Library work is the reason and focus for your work time.
* Personal entertainment, projects, homework, etc. are not work related activities. They are perks of working in the Periodicals/Reserves unit but are not the reason you should come to work.
* When assigned a project, you are expected to immediately attend to that project and remain focused on this task.
* At all times you are expected to exhibit good customer service skills. It's especially important to proactively work on appearing approachable and helpful to Library users. We are encouraging you to work particularly hard on approachability because users did not rate us as highly in this area in the recent customer service survey (i.e. comments like "library staff looked busy").
* We do not communicate approachability to users when engrossed in the Internet, homework, reading etc. While working at the desk, use common sense and do "lighter" work that does not dominate your attention. You should always be able to tell what is happening in the room and to have your attention directed towards serving customers.
* Being approachable means practicing concrete approachability skills. For some people, this is natural. For others, it is something that requires more practice. Make sure to be in the habit of consistently using eye contact, friendly facial expressioins, greetings, open body language, and good posture. Not looking busy is also an important part of approachability.
* Using your own personal lap top at the desk creates a barrier between you and the library user and can really make you not appear approachable. For this reason, we will be asking you not to use lap tops at work from now on.
* If non-work activities are keeping you from focusing on Library duties or hinder approachability, full time staff may ask you to stop doing them.
These reminders are really about building a culture and environment where Library users receive great service, feel valued and know that they are our first priority. You are a very, very important part of building this, and we want to thank you for the work that you do. Please comment here or talk to me with questions, disagreements, etc. about these issues.