Great Work!!

Greetings,

I just got the April 2009 report on comments, complaints, etc. from the Communications Division.  I am happy to share that we have the lowest number of customer service complaints since we re-opened.  There was only one complaint.  In comparison, we received three compliments for outstanding customer service in April 2009.  This is quite impressive.  I would not be surprised to see us get those complaints down to zero soon.  

Thank you all for the outstanding customer service you deliver day in and day out.  Aside from official comments, I hear overwhelmingly positive feedback about staff from folks who visit Central.  

Thanks again,

Mike VC

PLA Proposal Accepted - Congrats to CELS

Greetings,

A few months back several HPL staff members out together proposals for presentations at the Public Library Association conference to be held in Portland, Oregon in 2010.  We have recently received word that at least one proposal was accepted.  It was submitted by Central Services staff.  The proposal was drafted by Paty Bustamante and Saima Kadir.  It is a session entitled "Virtually Yours" that will focus on using free Web 2.0 resources to promote library services and programs and to reach segments of the population that seldom visit the physical library.

Congratulations to Paty and her team.  Outstanding work!

Mike VC

Red Shirts

Greetings,

If anyone is interested in purchasing more red shirts or smocks, they are available through the Business Office at Marston.  You are welcome to go to Marston to purchase shirts on work time.  However, we do ask that you notify your supervisor in advance of when you would like to go to Marston.  Your supervisor will either approve your request or look for a more convenient time for you to visit Marston.  This is necessary so that supervisors can ensure adequate levels of staffing and remain aware of where supervised staff are throughout the day.  Prices for shirts and smocks should be coming to the Intranet in the near future.

Thanks,

Mike VC

Funeral Arrangements for Diana Morales

Greetings all,

Below is information on funferal arrangements for Diana Morales:

Rosary service: Friday, 5/22/09 beginning at 7 pm Forest Park Funeral Home--Main Chapel 6900 Lawndale Houston, TX 77023

Church service: Saturday, 5/23/09 at 10 am Blessed Sacrament Catholic Church 4015Sherman Houston, TX 77003

Her obituary is in today’s Houston Chronicle and can be found online at:

http://www.legacy.com/houstonchronicle/DeathNotices.asp?Page=Lifestory&PersonId=127538148

Sincerely,

Mike VC

Phone and MetroLift

Greetings,

A while back, a decision was made to not provide a phone for use by the public.  This remains the case.  However, an instance has emerged where we need to make exceptions and accommodate folks by making a call for them or allowing them to use a staff phone.  This is when someone needs to call MetroLift.  Since we no longer have a pay phone and there are very few near us, we do need to place a call for the customer in this instance.  Unless someone is able to call MetroLift to come pick them up, they will have a difficult time getting a ride from the library.  The rule stands that we do not have phones for the public but in the case of MetroLift, we can place calls for customers or allow them to use a phone.    

Thanks,

Mike Van Campen

Thanks!!

A great big thank you to the folks who worked during the day Saturday to get ready for the Party in the Stacks and the volunteers who came in to assist at the party itself.  I was really impressed by how hard folks worked and how well everyone worked together during the afternoon.  Your hard work and dedication is truly appreciated.

Thanks again,

mvc

Card Catalog Blinds

Greetings,

Is this the solution to the blinds issue in the Telephone Reference room?

http://www.boingboing.net/2009/05/15/blinds-made-from-car.html

Mike VC

Posting and Comments on Social Networking Sites

Greetings,

I have been hesitant to address this because social networking sites should be independent of work.  However, when negative comments are made on these sites and multiple staff come to me upset about what has been posted related to work, it becomes a work/morale issue.    While I encourage use of these sites and recognize that to some extent they are the equivalent of personal conversation, I think it behooves us as professionals to consider carefully what we post and who will read it.  Where this is different than a personal conversation is that these comments are broadcast to your colleagues at work--if you opt to be friends with them.   Comments about schedules, meetings, customers, etc. have truly upset some of your hard-working colleagues. While I cannot tell you not to make such comments on your personal time and computers, I would like to appeal to your professionalism and respect for your colleagues and our customers to avoid such actions. However, if these comments are being made on staff time or using library equipment, this does become a work-related issue that has to be addressed.

In closing, I ask that we all be aware of how what we say, do, or post online impacts those around us.  

Thanks,

Mike VC

Apple Computers

Greetings again,

The pilot test of the Apple computers (desktops and laptops) is officially over today.  The folks from Apple came to remove the computers this morning.  As a part of this project, we need to get input from staff on the Apples:  How useful were they?  Did customers prefer them?  Was battery life better on the Apple laptops?  Did folks seem to opt for Windows or MacOS? and other questions.  

Please submit any observations--good or bad--to me so that we can share them with our IT department and assess the usefulness of having Apple computers at HPL.

Thanks,

mvc

3rd Floor Reference and Chairs

Greetings,

I would like to make clear that the issue (for me at least) on the 3rd Floor is not whether or not there is a chair at the desk but how we use that chair.  I have no problem with it remaining as long as staff are following the guidelines as laid out in the "Service Desk Guidelines".  The concern with sitting is that it not be done for extended periods of time or when things are slower.  During that time, we should be up from the chair and following the instructions as laid out in the guidelines.  It is perfectly alright to sit in a chair as we use the reference computer to help customers, as long as we get up from the chair to assist them in locating or using resources.  For the most part, this is what I observe staff doing.  

The concern that was brought to my attention were instances of staff members sitting in the chair for five or ten minutes straight, focusing on the computer, and not roving the floor making themselves available for assistance.   This is what needs to be avoided.  If we do this, I think we can avoid assigning any blame to a poor chair. 

Thanks,

mvc

Remote Reference Meetings

Greetings,

Starting this week, we will resume thirty minute Remote Reference meetings in the mornings of Tuesday (5/12) and Wednesday (5/13) from 8:30 to 9:00 am.  All staff who provide Remote Reference service need to attend on of the sessions.  These sessions will feature training on the new Encore catalog.

Moving forward, we will be holding Remote Reference Meetings the second week of every month on Tuesdays and Wednesdays.  Julia de Berardinis will be responsible for coordinating these meetings and will call on other staff members to provide trainings/information.   When these meetings are held, staff members need to make arrangements to adjust their schedules as needed to allow attendance.

Thanks,

Mike VC

Party In the Stacks - This Saturday (5/16)

Greetings,

The Party in the Stacks event will be taking place this Saturday evening at 7 PM.  In order to prepare for this event, the Central Library will be closing at 4 PM on that day.  All staff will work their regular shift.  Though there is a group of volunteers assisting with this event, some staff will be encouraged to help clear floors of materials, arrange displays, and perform other duties to improve the appearance of the library.  In addition, staff are welcome to concentrate on work projects/off-desk duties for the remaining time, provided their assistance is not needed elsewhere.

Please let me know if you have any questions.

Thanks,

Mike VC

 

Central Services Staff Meeting - Friday, May 8

Greetings,

This afternoon a message was sent to all staff via e-mail from Dr. Lawson discussing HPL's Fiscal Year 2010 Budget and how the economic downturn has impacted it.  That e-mail has links to the information shared in this afternoon's system-wide managers' meetings.  I have set up meetings at 11 am and 2 pm for tomorrow (5/8/09) in the 6th floor training room to review these presentations and answer questions.  These meetings are optional and are open to all Central Services staff who wish to attend.  You may also provide comments or questions to your managers or supervisors, who will either answer them or work with Greg Simpson to coordinate responses and post them on the Intranet.  

Here are links to the two relevant presentations:

Bilingual Pay: https://hplnet.hpl.lib.tx.us/documents/Bilingual-pay-thurs.ppt

Sunday Scheduling: https://hplnet.hpl.lib.tx.us/documents/sunday-hours.ppt

I would also remind everyone that all staff are more than welcome to call or come by my office and talk to me about this or any other subject regarding work.  If I am away, Yolanda can work with you to set up a time when I should be available.

Thanks,

Mike VC

The Darien Statements About Libraries and Librarianship

As many of you probably already know, the Darien Statements have been creating quite a stir in the library/librarian blogosphere over the past month or so.  The Darien Statements are a document produced as a result of an event at Darien Library (CT) that focused on the future of libraries and librarians.  I am curious to get folks' opinion on these statements.  This is of course not required but I think there is an interesting discussion here.  Take a look at the Darien Statements and, if so inclined, leave a comment or two.

Thanks,

mvc

Street Closure Near Library

While there should be no street closures directly impacting the library this weekend, the NAMI walk from 9 am to 11 am will have Allen Parkway (inbound and outbound) closed between Bagby and Waugh Drive.

Thanks,

mvc

Shirts are Here

Shirts are available in my office.  I will have them to give out the remainder of this afternoon.  The rest can be picked up on Monday.  You will need to sign out for the shirts.   

Thanks,

Mike VC