Transcript ~Moments of Truth~ Best Practices in Customer Services for

Buyer Beware
Investigating the quality of customer service to
young adults in a major urban public library
Patrick Jones
Connecting Young Adults and Libraries
http://www.connectingYA.com
BUYER BEWARE PROJECT OBJECTIVES
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To identify the best practices of
quality customer service to young
adults in the urban public library
setting
To identify obstacles to quality
customer service to young adults
in the urban public library setting
Propose a model for quality
customer service to young
adults in the urban public library
setting.
BUYER BEWARE PROJECT OBJECTIVES
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The research question posed by this study is as
simple as it is vital: How well do libraries answer
reference questions for young adults? The research
only speaks to the availability/use (quantity) of
reference service, but not to the more important
factor of quality. Related, the same research found
that most public libraries do not provide a YA
librarian, thus generalists offer reference service to
young adults. Finally, the research indicates these
generalists are poorly trained. The purpose of the
study is to identify the traits of successful/
unsuccessful of such service (reference service
generalized to customer service) and then propose
a "model" of quality service.
BUYER BEWARE PROJECT
1.
2.
Choose twelve of the reference questions from the
attached page.
Approach any reference desk at the Main
Library of the ***** Public Library (except
the children’s room). You can ask the
questions all in one visit or during several
visits. Try to get helped by different
librarians. The questions in bold could
also be asked over the phone or via
email, but at least three of your
questions need to be done in person.
BUYER BEWARE PROJECT
3.
4.
ANY CIRCUMSTANCES “blow your cover”
and state that you are a “secret shopper.”
For each question, you will need to:
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do the behavior checklist
write a short account
answer the questionnaire
BEHAVIOR CHECK LIST
1. Greeted you warmly
2. Smiled, acted pleasant toward you
3. Let the desk act as a barrier
4. Demonstrated welcoming body language
5. Got up to show you where to find your info
6. Asked you follow-up questions
7. Answered your question completely
8. Tried to rush you through
9. Offered follow-up help
10. Knew right where to find information
11. Asked you “why” you needed information
12. Gave you his/her full attention
QUESTIONS ASKED
1.
2.
3.
4.
5.
6.
7.
8.
I need a biography about a professional wrestler. It can’t be a kids
book.
Do you have any information on how to remove tattoos?
Can you recommend a good scary book for an English assignment I
have. I need to read a work of contemporary horror fiction but not
Stephen King.
I heard that Cosmo magazine was going to have a spin-off
magazine for teens. Where can I find the name of this magazine
and an address?
I need to read Kurt Cobain’s obituary. Where can I find it?
I need to know the main event at the first Wrestlemania in 1985.
I need to find the pros and cons of cloning. I just need one good book
on the subject. Today all I need is the name of the book, not the book
itself.
I need to find two articles about teaching writing that were published by
my English teacher. Her name is Johanna Atwood.
QUESTIONS ASKED
9.
I need the addresses for TNN, TBS, MTV, VH-1, and BET
cable channels.
10. Can I have an email address to write a comment to the library?
11. I need a fiction and a nonfiction book about the subject of
self-mutilation.
12. My teacher told us we have to read a “classic”. Do you have a
list of classics or books for the college bound? I don’t want a
book over 200 pages long.
13. Is there anyplace you know where I could buy a term paper?
14. How do I cite a web page in my term paper? We use MLA
format.
15. I need to get driving directions from my school to the state
capitol.
16. I need to read the book which won the 2000 Printz award
Some choice comments
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“If we went into a library, the
librarian would look at us like, why
are they here. Like we’re going to
cause trouble or something, like
we’re being watched.”
“Some of the librarians don’t even
care about you. Libraries at
school, the are nice. But outside,
they are kind of rude and they
don’t really care.”
Some choice comments
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If I ever go when I need a book,
I’m scared to ask them where it
is, because I don’t want them to
think I’m stupid.”
“When you ask them how to find
something, they’ll just tell you to
go over there.”
“I don’t think its so much the age
(of the librarian); it’s the way
they speak to you. The point is
that a person needs to know how
to communicate with people no
matter what age they are.
Some choice comments
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“Some librarians just don’t
like you. They pick on you,
especially us teens. “
“The library is so very
serious. Everyone has very
solemn look. It’s
depressing. It’s very, very
depressing to walk into a
library.”
To what extent would you say the librarian was
friendly or pleasant? Not / Somewhat / Very
Some
11%
Very
6%
Not
83%
How helpful was the answer given, in terms of
your own needs? Not / Somewhat / Very
Very
22%
Some
28%
Not
50%
How satisfactory was your experience as a
whole?
Not / Somewhat / Very
Very
11%
Some
17%
Not
72%
How many answers were “wrong”?
Wrong
31%
Right
69%
The ideal would be staff that is:
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Friendly, knowledgeable
and helpful
Treats everyone with
respect
Is younger, or at least
that the staff is of
various ages
Has customer service
skills
Q
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Great YA reference service is
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Quality: We pledge to get the answer right
100% of the time, not 66% percent. Part of
that is knowing where to look, but just as
important as knowing how to ask the
question, and being energetic enough to do
the work. Retail establishments use secret
shoppers on a regular basis and there is no
reason that libraries should not adopt this
same proven technique of measuring, and
then improving customer service. Remember,
quality is cool.
Great YA reference service is
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User focused: we need to rethink everything
we do in terms of what is best for user. Not
what is easiest for staff, what causes the least
amount of headaches, or what makes the
clerical staff happy, but what is best for users.
The implications of this focus are enormous
and run through everything we do: from how
we design our buildings, to signage, to how
we staff our desk, but mostly how we
approach out work.
Great YA reference service is
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Inviting: a vision of reference service for
teens must include the idea that staff needs
to be inviting to teens. Inviting is more than
approachable; it is an attitude that is eager to
invite teens to use libraries, have a positive
experience, and return. Inviting information
service finds users where they are: in the
stacks or on the computers or any place in
between, and then offers assistance.
Remember the quote from the teen about
feeling stupid asking for help.
Great YA reference service is
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Convenient: this is a logical extension of a
user-centered approach. We offer reference
one on one in the library, but also through
every other way that technology and cost will
allow: e-mail, chat, phone, and consider
whatever technology presents itself to
become more convenient. A constant
complaint from teens about libraries is we are
not convenient or easy to use.
Great YA reference service is
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Knowledge sharing: A vision of reference
service for teens must also include the idea
that we are open to every opportunity to
empower teens to work on their own. Any
transaction in a public library, for example,
should now include an offer for the teen to
learn more through classes, tutorials, or
through practice. Knowledge sharing is youth
development in action.
And of course they want it..
Q
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For more information:
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Connecting Young Adults
and Libraries: A How-To-DoIt Manual, Third Edition
By Patrick Jones, Michele
Gorman, and Tricia Suellentrop
Neal-Schuman, July 2004
1-55570-508-1. 8 1/2 x 11 . 438
pp.
Chasing
Tail
Lights
Hardcover
ISBN: 0-8027-9628-1
ISBN 13: 978-0-8027-9628-8
Price: $16.95
304 pages
August 2007

Reading tomorrow “Live
in Stage” @ 3:30 in
convention center, then
signing after at Walker
Bloomsbury Booth
nailed
Hardcover
ISBN: 0-8027-8077-6
ISBN 13: 978-0-8027-8077-5
Price: $16.95
224 pages
Size: 5-1/2 x 8-1/4
April 2006
Hardcover
ISBN: 0-8027-8901-3
Price: $16.95
224 pages
April 2004
Paperback
ISBN: 0-8027-7746-5
ISBN 13: 978-08027-7746-1
Price: $7.95
224 pages
April 2006
Connecting Young Adults and Libraries
Patrick Jones
http://www.connectingya.com
Consulting, training, and
coaching for providing
powerful youth services
 [email protected]
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