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
Permalink -

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

Download files


Published Version
CallowServicewithaSmile.pdf
File access level: Anyone


Other Documentation
neXt 2005.pdf
File access level: Anyone

  • 4418
    total views
  • 772
    total downloads
  • 2
    views this month
  • 3
    downloads this month

Export as

Related outputs

Test record 2024
Callow, M.. 2024. Test record 2024.
Test record
Callow, M.. 2024. "Test record."
Test record 2023
Callow, M.. 2023. Test record 2023.
Test record 2022
Callow, M.. 2022. "Test record 2022." PLoS One.
Test public fields
Callow, M. and Wainwright, L.. 2022. "Test public fields."
How COVID-19 has reshaped library services
Suraweera, Samanthi, Callow, Mandy, Young, Jenny, Morris, Shez, Stone, Gayle, McDonald, Daniel, O'Connor, Patrick, Nicholson, James, Cahill, Sarah and Larkin, Maria. 2020. "How COVID-19 has reshaped library services." Journal of Health Information and Libraries Australasia. 1 (2), pp. 44-53.
Preparing your library for mobile devices
Callow, Mandy and England, Kaye. 2011. "Preparing your library for mobile devices ." 3rd International m-libraries Conference 2011: Mobile Technologies: Information on the Move. Brisbane, Australia 11 - 13 May 2011 Brisbane, Australia.
Implementing a Learning Objects Repository - Processes, Pitfalls and Possibilities
Callow, Mandy. 2015. "Implementing a Learning Objects Repository - Processes, Pitfalls and Possibilities." Library 2.015 Worldwide Virtual Conference. San Jose, California 20 Oct 2015 Toowoomba, Australia.
One stop eReserve shop: managing the entire cycle
Robertson, Eric and Callow, Mandy. 2010. "One stop eReserve shop: managing the entire cycle." ALIA Access 2010 Conference. Brisbane, Australia 01 - 03 Sep 2010 Canberra, Australia.