Service with a smile only gets you so far: staff training for success in the integrated service environment

Callow, M. and Mulholland, D. (2005) Service with a smile only gets you so far: staff training for success in the integrated service environment. In: ALIA National Library and Information Technicians Conference (neXt 2005), 6-9 Sep 2005, Sydney, Australia.

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Abstract

Training staff in the skills and knowledge needed to operate effectively in contemporary libraries is a common challenge. Staff are expected to use an increasing range of technology to answer questions on any topic, and to maintain a customer-friendly manner throughout. At the USQ Library this situation is further complicated by the fact that 80 percent of all Library staff are involved in client service roles. Many of these staff operate across three different service points: Information Desk, Loans Desk and a telephone service point for offcampus students. The Library has developed a competency-based, staff-driven internal training program to equip staff with the necessary knowledge and skills to deliver quality customer service in this integrated environment. This paper will explore the development of the USQ Library training program from inception to delivery, and discuss issues such as: identification of key competencies, creation of training modules, gaining staff and managerial support, and timing of training to support current work demands. The paper will also evaluate the impact of the training program on staff confidence and service delivery and highlight plans for the future.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: No
Item Status: Live Archive
Depositing User: epEditor USQ
Faculty / Department / School: Current - Division of Academic Services - Library
Date Deposited: 11 Oct 2007 00:19
Last Modified: 21 Nov 2013 23:07
Uncontrolled Keywords: integrated customer service; libraries; staff training; staff development
Fields of Research (FOR2008): 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology Management
08 Information and Computing Sciences > 0807 Library and Information Studies > 080706 Librarianship
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150305 Human Resources Management
Socio-Economic Objective (SEO2008): B Economic Development > 91 Economic Framework > 9104 Management and Productivity > 910402 Management
URI: http://eprints.usq.edu.au/id/eprint/344

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