Week Three: Online Meetings

Welcome back for Week 3, actually it is the beginning of Week 5, but never mind...anyway this is what I learned.

The Webinar I participated in was hosted by the SirsiDynix Institute. I wanted to choose something that I can use TODAY. I chose to logon to " Customer Service and Client Relationship Skills" presented by Ulla de Stricker. Originally presented to more than 300 Library staff members on June 28, 2006. The weblink for this webinar is http://www.sirsidynixinstitute.com/seminar_page.php?sid=65.

Ms. de Stricker talke about the good and bad of customer service. One area she talked a great deal about was the automated voice prompt systems so many businesses have adopted. She called the experience "voice mail jail" and recommended that a staff member call the voice mail system periodically to determine if the system is "actually" helpful to the end customer.

She also pointed out the affect back office tasks like catalog management directly affect the customer, even though there may be no face to face interaction between the staff and the customer. Nevertheless, the front line person must put on the game face to continue working with the live patron via phone, online, or in person when problems arise that may be have originated with an out of date catalog record.

I like the thought that ..."Just the fact that we are smiling sometimes is the way we can best communicate with our customers." The key to continuous assistance is keeping our patrons informed about what we are doing and when we will complete a task. And, of course, finalize the transaction with "do you find what you were looking for?" or "is there anything else we can do for you today?" Or in some cases, a phone call a few days later to check in.

I recently had the best example of this in my life with a recent visit to my local vet. My cat, KatyKat, a 15+ wonderful old girl, hasn't been to the vet in years due to her spooky nature. Recently, I made an appointment, took her to the vet for a routine procedure and check up. The staff was non-judgemental about my lack of vet visits and they treated her as she was one of their own. After a day at the vet, I picked her up. She was groggy from anesthesia, but fine. I was given an emergency phone number if I had any problems or questions. Three days later, I received a call to check on her health and the staff inquired about any problems or questions that had developed. Wow! I have often previously complained that whenever I called the vet, the staff always put me on hold. Now I know that they are likely calling other customers about the care of their animals. I want my Library to run like this office.

After this webinar, I plan to check out the 66 Things to Know about the Customer by Harvey McKay http://www.harveymackay.com/pdfs/mackay66.pdf.

Finally, it is good to know that we can be warm and friendly and still be professional!

Ms. de Stricker's mantras for service team members will be a document I will post on the back of the door that leads to the front desk area. One of which is "express your pleasure to serve" to the patron.

A last thought, as managers, we need to remind EVERYONE in the organization that they are involved in providing great quality service no matter whether they clean the bathroom or check out the books.

As for the webinar and other online meeting possibilities, I believe that any organization of size will have to embrace this technology. From teaching an employee how to use the new software system to live conferencing with the boss working in Tokyo, there is much value in this type of learning. I am thankful that we are able to use this manner for professional development activities as travel budgets are practically non-existent these days.

I am looking forward to the online meetings as a new member of the Kansas Reads to Preschoolers committee.

TTFN...patty:)

Week Two: Online Communitities Continued

As a Facebook user, I am concerned about the mixing of my professional and personal lives. I am a building supervisor and have resisted the offers of fellow staff to be my Facebook Friend. I don't want the staff to modify their online behaviors due to my presence nor do I wish to find out information that should have no bearing on our professional relationship.

I posted this dilemma to the discussion list and was offered a few possibilities--a separate FB account or another social networking site like Linked In. I have enough diffitculty keeping up with one FB page and don't need yet another page to check. So for now...I will stick with with things as they are.

I love Facebook. I enjoy the silly applications, the cheezy quizes and polls, but most of all the opportunities to see messages and pictures in a single place. Facebook has connected me with people I haven't talked to in more than 10 years. I will continue to use FB and will probably stick with it long after the next big thing comes along. I never got into MySpace and think the tools and sophistication of FB are more my speed.

With premission from the Director and the Board, I would be pleased to create a Library page on Facebook to post information, programs, and pictures. I am the person in the building who takes the picture and now each major event in our building is coverd on my Facebook page. I would love for this to be a place where I would dialogue with our Library's "fans" about books, both those we own and might consider purchasing.

You can find me on Facebook at http://www.facebook.com/photos.php?id=1395106038#/profile.php?ref=name&id=1395106038

Check out my photo albums to see pictures of our American Girl Tea Party and Touch-a-Truck.

Happy Facebooking--patty

Week Two: Online Communities

Wow! As an avid Facebook junkie...I thought this week might be a breeze. I was already a fan of the 23 Things Page as well as a fan of KLA along with Worlds of Fun, Laura Ingalls Wilder, and the John Hancock Observatory. So I looked into the Mashable Social Media Guide and my first try out, I found something super useful. With its assistance I change some of my setting on my FB page and eliminated a bit of the annoying junk that comes into my FB world!!!
So far, I proclaim week Two a Success!!!

Happy Tuesday friends!

Week One: Blogging

Welcome to Patty's 23 Things!

I am currently working as the Assistant Director for Youth Services at the Dorothy Bramlage Public Library in Junction City. Prior to obtaining this position in 2003, I spent 5 years working as a School Media Specialist for Dodge City Public Schools and 5 years as the Head of Children's services at the Dodge City Public Library.

I am a bit of a stereotype, I am single, a Librarian, and I have a cat! (and I can laugh about it!)

The 23 Things process will be somewhat challenging for me as I self-directed learning often results in Internet surfing, Facbooking, etc. I am excited to learn the meaning of all of the buzz words that fly through library land, and how to use the technology to connect with the young patrons I serve. There are days that I am certain kids and YAs are speaking a completely different language. Maybe there will be some "things" that won't be completely foreign to me by the end of April.