Choose one of the three scenarios below, as a basis for this competency task. Alternatively, you may choose to base this task on a library or museum you know well – that you either work in or at which you have done work experience. If you choose this latter option it must be cleared with your teacher first, and you must provide a brief description of the library or museum, as part of your task. If you use one of the scenarios, you may make assumptions or embellish the information provided. However, if you do this, outline the changes and additions you have made, in the answer to Question 1. Follow these steps: 1. Briefly describe the organisation and identify the level of customer service that it currently provides, using the formula on page 76; 2. Write a simple customer service action plan for the library. This will consist of an overall goal or mission statement for improving customer service and at least three objectives that will lead to the attainment of this goal. Each objective will have several steps that need to be taken to achieve the objective.. The plan should include specific strategies for good customer service, such as telephone skills, dealing with complaints, communicating with customers, promotion of the library’s services, stress management for staff and improving the library’s environment. 3. Finally produce a customer service charter for the library, consisting of at least four short points. Scenario 1 Public Library This library in a metropolitan city has four branch libraries. One is in an old although renovated building next to the Town Hall. The second is in a trendy shopping/restaurant area and the library headquarters are located in the same building. The third branch is in a quieter area but not far from a busy shopping area and close to schools and sporting facilities. The fourth library is located in a community centre in the middle of parkland. This library service has a good collections budget so customers can usually find the materials they need. However the staffing budget is not so healthy so often desk shifts are not well resourced, especially at the smaller branches. Customers would like more user education – such as on Internet use and using the Gulliver databases, but it is hard to find the time when most of the reference staff have at least one desk shift a day. An excellent local history and archives collection administered by the library is under used and needs more promotion. The library has always prided itself on its service to children and young people, but with increasing pressure for improved adult reader services, the library manager is looking at reducing staffing in this area. Scenario 2 Special Library This library supports two court systems in an Australian state. The library has a full time library manager (a qualified librarian) and two part time library technicians (both 0.5 EFT). The customers are the judiciary, court officials, barristers, solicitors and law students. As the library moves to more electronic service delivery, customers are being encouraged to use legal databases for themselves, and to set up their own subscriptions to alerting services. It is a growing trend in special libraries that more time needs to be spent on user education to ensure that expensive resources, especially in electronic formats, are used effectively and to full capacity. However, the library staff ensure that all information requests are met in a timely manner, especially when judges are on the bench and need information immediately. The library has a collection that includes journals, law reports, legislation, textbooks, annual reports and a range of loose-leaf legal services in hard copy. Online services such as Lexis/Nexis, Lawlex, Anstat and Thomson Lawbook are also provided. Some of the information resources subscribed to are taken in both print and electronic formats. There is a good deal of routine work that needs to be done in relation to the maintenance of the collection, especially in updating loose leaf services. This would be alleviated if the library users were more willing to use online services, so that the subscriptions to the equivalent loose leaf services could be cancelled. The library staff also provide some alerting services, mainly through a monthly library bulletin that is emailed to library users, but again if users subscribed to online alerting services the bulletin could be limited to items that did not appear through alerting services and free up more staff time for reference enquiries. Scenario 3 School Library In the outer suburbs of a major capital city, this school opened in 1992 in response to a need in the area for a physically accessible school, which could offer good support systems to disabled students. Many students with physical disabilities transferred to the school when it opened, from a wide geographical area. The school is in a suburban area with housing development and many families with young children. The school catered for Years K-6 in 1992 but now has students from Kindergarten to Year 12. Approximately 5% of the total student population have special needs. The spacious attractive library is totally accessible physically. It is large, as it caters for a K-12 school, but with two delineated areas for primary and secondary school students. The primary area is particularly attractive, with floor to ceiling windows, low shelving, and comfortable. There is plenty of display area, listening posts and a story corner. The secondary area has low shelving and tables and carrels for study. The online catalogue and Internet access computers are located between the primary and secondary areas, adjacent to the circulation and enquiry desks. There is one full time teacher librarian for the secondary school and one teacher-librarian at 0.8 EFT for the primary school, and three library technicians. The library has a good collection which includes resources for visually impaired students, as several attend the school. Two reading programs are run by the library, and there is a well developed teacher reference collection. However because the teacher reference collection is housed in a separate room, it is not used as well as it might be.
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