And Again: Great Work

I know I have said it before but I feel I need another post on this.  We have received more unsolicited compliments from the public about exceptional service from our staff.  Folks are really taking notice of all of your hard work.  In the past weeks, the compliments have nearly tripled the complaints.  And, the complaints mostly have nothing to do with customer service issues.

Oustanding!

mvc

Good Job - Again!!

I can't thank staff enough for what a great job they have been doing.   As noted earlier, I have been quite impressed with staff recently.  I have noticed staff taking steps to create a welcoming environment and regularly offering exeptional service.  As verification that I am not alone in noticing this, we have received several written compliments (and I have heard from customers and staff about others) this week.  

I was particularly impressed with the compliment Mary Frances already mentioned on the Central Blog.  This was impressive because the customer complimented everyone who helped her over a six hour period on the third floor.  She writes "every person...went beyond what was expected to be helpful" and that she "cannot compliment their knowledge and professionalism enough."  This is outstanding and extremely impressive. 

Great work!

mvc

Book Lift

Please start using the book lift to move materials from floor to floor.  All LST staff have been trained.  Any reference staff who are unsure how to use the life can contact Daniel, Sylvia, Mary Frances, or Cindy (among many others) in order to get a qucik tutorial on how to use use the lift.  

Sorry for the confusion on this. 

mvc

R3 Staffing

Greetings,

The decision to move the backup staff person from the 4th floor to the 3rd floor was made as the result of numerous concerns and complaints from staff and customers alike about a lack of staff on the 3rd floor.  This person still should function as backup (e.g., if someone on 1 or 2 needs help they can contact this person to assist if available).   Further, if things are not busy, the two folks assigned to R3 can alternate watching the desk and shelving, straigthening and sorting periodicals, cleaning up abandoned materials, etc. 

I know we need a second computer on the third floor.  This is contingent on moving the reservation computer.  Donna Joy is aware of this need and committed to a fast solution.  I have proposed moving a table (or the blue desk) up against the cubicle wall that houses the reader/printers and putting the reserv. station there.  I am hoping this or some similar plan will be quickly implemented.

Thanks,

mvc  

Central to Neighborhood Libraries Transfer

Greetings,

Due to budget issues, Central Services will need to provide two currently staffed positions (LSS to LII) to our colleagues in Neighborhood Libraries.   We are looking for any staff members within these classifications who might be interested in a new challenge.  If you are interested, please come and chat with me some time in the next two weeks and I can provide more details.

Thanks,

mvc  

Welcome Desk

Quick reminder: when working the welcome desk, remember that your main job is to stand, greet, and welcome customers. Staff or docents need to be out of the chair as much as possible and ensuring every person who enters is welcomed in a friendly manner. It goes without saying but this means not sitting in the chair using the computer, which is only to be used at WD when offering customers quick assistance.

Thanks,
mvc

Microfilm Machines

Greetings all,

If you are unfamiliar with how to use the Microfilm/fiche machines on the third floor, please contact a CELS teammember for training as soon as possible. Every staff member who works the third floor needs to have basic knowledge of how to use these machines. As we have shared before, CELS staff are available to train everyone; it is up to each individual staff member to contact them and obtain this training, which needs to occur in a one-on-one setting. No one should be telling customers that they don't know how to use the machine. We don't expect everyone to be an expert but everyone should know basic functionality and be able to get customers started. If you run in to something you don't know, seek help from your colleagues.

Thanks
mvc

Window Repair at Central

Greeitngs all,

Please read and be aware of this important information from Wendy Heger in Planning:

"Unfortunately, the glass that arrived today to replace the broken pane at the first floor of Jones was the wrong size. The workers had already removed the wood from the site, so GSD will be putting in multiple pieces of plexiglass temporarily until the new piece of glass arrives next week.

"Please be assured that what you and the public see this week is NOT the repair. It is a temporary placeholder. The new glass will be installed by Wednesday of next week at the latest.

"Please distribute this information as appropriate, especially to front line service personnel so that they have the correct information if asked by the public."

Managers and supervisors, please ensure that all staff view this information so that they are able to answer questions if asked by the public.

Thanks,
mvc

Incident Reports

Greetings,

Just a reminder to all staff of the importance of filling out and completing Incident Reports whenever you witness or are a party to anything our of the ordinary at the library.  Even if you think it a minot issue, it is best to complete a report.  These reports are crucial to building a case against folks who are in violation of library rules.  My best advice is that if any thing happens out of the ordinary, it is always safest to do an Incident Report.

As a review, here are some quick instructions on filling out the report:

1) Forms are available via the HPL Intranet.  The exact URL is:

https://hplnet.hpl.lib.tx.us/forms.html

Here they will be under the "Facilities" tab.  Just click on the icon next to "Incident Report Form" open a form.

2)  Fill out the form as per instructions.  It is very important that you include your name and contact information in the event that there are follow-up questions.

3)  Once comleted, please e-mail it via Outlook to the ditribution list "HPL - Central Incidents".  This is listed under the "Global Address Book" in Outlook.

If, for whatever reason you are unable to do these steps, please just send me an e-mail or call me  with the details and I will do the report.  What is important here is that we get the information submitted so we can act on it.  Again, I would stress that if ever something occurs and it triggers the question of whether an Incident Report should be sunmitted; the best and safest answer is always yes. 

If you have any questions on this, please feel free to bring them to me.  I am committed to making this process as easy as possible so we can work together to eliminate problems at CEN.

Thanks,

mvc