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Concierge Model refers to a service perspec3ve and set of training experiences for all public service staff across SULAIR modeled a?er the services provided by a Concierge. The ul3mate goal of the model, and the program we are kicking off today, is to maximize scholars’ (esp’ly Stanford scholars) knowledge of and effec3ve use of the resources & services we offer. The general idea is that we will all become more concierge-‐like in our interac3ons with scholars – able to seamlessly pull together an array of resources to address their research & teaching needs
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A big part of what the concierge model intends to address is the fact that SULAIR is nothing like a tradi3onal library. WE are a huge, complex, diverse organiza3on that includes units, func3ons and services s3ll not found in many libraries. Our strengths span tradi3onal library collec3ons and services, emerging digital library resources and tools, publishing services, academic technology support, and all this across disciplines. Challenge this strength creates is that Faculty & students don’t know the depth and breadth of what and who we are (s3ll stuck w/ outdated no3on of library/librarian). We have a bit of an image problem – which is also an outreach & educa3onal opportunity.
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Even when they do have a sense of the services we might have to offer – they o?en don’t know which part of the org to approach for help & some3me we aren’t sure exactly what services are provided by which part of SULAIR and/or Stanford. Org chart not much help.
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Our current library homepage likewise tries to address this (more on this later), but not very effec3ve tools for that.
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Even when they do discover the range of services we can offer, naviga3ng to them can some3mes make the scholar can feel a bit like they have been sent on an adventure led by Billy from family circus. Fully addressing any one scholars’ research needs may require interven3on by several members of our staff, across different parts of the organiza3on – but being sent to find each of them can be disorien3ng and frustra3ng for our scholars. So, our challenge is to find a way to inform scholars of the full range of advanced resources/services available, and providing access to those resources and services in a direct and efficient way
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Enter the Concierge Model. The term Concierge originally referred to the “keeper of the keys”– the person who had access to all the rooms in a Medieval castle. Like the concierge of old, the SULAIR concierge has the key to the resources needed by our scholars. Modern concierge is usually at a fine hotel, acts as an ambassador for the hotel, but also the city. A good concierge handles a full range of guest requests – dinner, opera 3ckets, arrangements for an emergency haircut, just about whatever the guest needs. A great concierge knows their city extremely well, and has a extensive set of well-‐cul3vated contacts. But – doesn’t just give the guest the phone number for the restaurant, the website for ordering 3ckets and the address of a hair salon. The concierge acts as the single point of contact to set up all these things for the guest. We want to move towards that model of service for our scholars – but with some modifica3ons.
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A pure concierge model is not exactly the right fit for our organiza3on and our mission. SULAIR concierges will also be coaches – con3nuing our emphasis on using encounters with scholars and students as teaching opportuni3es. We also want to incorporate an evangelical mission into our concierge model – such that all of us create opportuni3es to preach the good news of SULAIRs research support services and scholarly resources. So, it’s really a “Concierge +” model.
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To summarize, elements of the SULAIR Concierge+ Model are: • An actude focused on excep3onal customer service (concierge rarely says
No—finds a way to say no by saying yes) • A commitment to providing scholars with a reliable, knowledgeable point
of contact who acts as a “champion” naviga3ng our organiza3on with and/or for them, instead of sending them on a convoluted path to the six different departments or people who might help them.
• Doing that requires that all of us who work with scholars need need to maintain a strong familiarity with the full range of resources and services avail in the organiza3on
• As we work through some exercises and case studies today, we may come up with addi3onal features to be part of the Concierge+ Model
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How will we get there – what’s the plan? • Today is a start – talking about and refine the Concierge model, modeling
customer service interac3ons, and applying concierge model to some use cases
• Managers/Leaders (you all) are being enlisted star3ng today to Promulgate a Concierge actude towards public service across the organiza3on
• We are commicng to providing training over the next year that empowers public services staff:
• to respond to faculty/student needs w/ full range of org resources/services w/o sending patrons to mul3ple points of contact
• to coach scholars in use of full range of SULAIR services/resources (as appropriate)
• Con3nued emphasis on outreach and evangelizing at every opportunity,
every encounter with faculty, on behalf of full range of SULAIR services/resources
• Again – today and throughout the year, addi3onal ideas are likely to emerge from you all about how we might implement the Concierge Model.
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