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

Paper


Callow, M. and Mulholland, D.. 2005. "Service with a smile only gets you so far: staff training for success in the integrated service environment." ALIA National Library and Information Technicians Conference (neXt 2005). Sydney, Australia 06 - 09 Sep 2005 Canberra, Australia.
Paper/Presentation Title

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

Presentation TypePaper
AuthorsCallow, M. (Author) and Mulholland, D. (Author)
Journal or Proceedings TitleProceedings of the ALIA National Library and Information Technicians Conference (neXt 2005)
Number of Pages24
Year2005
Place of PublicationCanberra, Australia
Conference/EventALIA National Library and Information Technicians Conference (neXt 2005)
Event Details
ALIA National Library and Information Technicians Conference (neXt 2005)
Parent
ALIA National Library and Information Technicians Conference
Event Date
06 to end of 09 Sep 2005
Event Location
Sydney, Australia
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.

Keywordsintegrated customer service; libraries; staff training; staff development
Contains Sensitive ContentDoes not contain sensitive content
ANZSRC Field of Research 2020359999. Other commerce, management, tourism and services not elsewhere classified
461006. Library studies
350503. Human resources management
Byline AffiliationsLibrary Services
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https://research.usq.edu.au/item/9x86y/service-with-a-smile-only-gets-you-so-far-staff-training-for-success-in-the-integrated-service-environment

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