Presentation from ARLG Conference 2016

1. Awarded to Aston University Library
Are we caring for the
people who care for the
customers?
Angela Brady

2. “ Anyone could do my job ”
(Public Services Assistant, Aston University Library)
Comment from staff

3. Staff Survey
► Do you understand how your role fits into the Library?
► 100% Yes
► Is customer service part of your role?
► 100% Yes
► Have you received relevant training within the past year?
► 100% Yes

4. Staff survey
• What circumstances make you feel the need
for additional training?
• Technology
• Being new to the role
• Colleagues not having time to help out
• ….Nobody mentioned customers

5. Staff survey
• How often would you welcome training?
• Whole or half day training would be welcome annually or termly
• Short (1 hr) training would be welcome monthly or termly
• Would you be willing to help train colleagues?
• 61% of respondents said “Yes”

6. Already in place
► Regular team meetings
► Staff training hour
► Debriefing procedure following a difficult transaction

7. Future Plans
► Branding training – sometimes people do not know they have
been “trained”
► Encouraging feedback from sessions like “All the same but
different”, where teams decide whether to take forward actions
► Having “bite sized” training
► Encouraging colleagues to train each other
► Following up after training sessions to check what people are
using

8. Challenges
► Meeting the need without boring people
► Reaching people who are unable to attend
► Record keeping so we can follow up people who do not attend
► Enabling time for teams to reflect
► Promoting a culture where mistakes and mishaps are learning
opportunities