CI Presentation Final

8/8/2019 CI Presentation Final

1/18

DistrictLibrary

Patron Communication Process

Best Team Ever!


2/18

Best Team Ever!

Christina Heady, Erin Kerby, Tyson Koenig,Aravindh Baskaran, Emily Luke


3/18

Client Organization

The District Library is a public library serving the communitiesof -, -, and - in Michigan.

Library Mission: Striving to educate, enrich and

empower our community.


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Project Scope

Initial Scope:

Examine and strengthen the patron concern* process(how staff members communicate with patrons about problems).

Modified Scope:

Examine and strengthen the internal communication process as

it relates to communication with patrons.

*Patron concern = any question/concern/problem that a patron brings to a staff member.


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Data collection

1. We conducted 8 Staff Interviews

2. We looked at Library Environment and Artifacts

3. We interpreted data and created an affinity wall


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*Indicates staff we

interviewed


7/18

How the Library Excels

Patron-centered focus Familial work environment

Open to trainings and technology

*FROM CONSOLIDATED CULTURALMODEL


8/18

Major Findings

1. Everyone has a different perception of the problem

1. No formal processes for internal communication

1. Lack of structure in communicating with patrons


9/18

Finding 1:Everyone has a different perception of the problem

Evidence

Staff members voiced varying opinions of the patron concern process:

"I feel bad you guys are trying to fix something that isnt broken.

Its a general communication problem, not a patron concern problem.

Why is this Problematic?

Without a unified understanding of the process and the problem, it will bedifficult to get everyone on board with widespread workplace changes.


10/18

Recommendations

Short-Term

Bi-monthly team building exercises or group activities

Staff training should be more holistic to instill confidence

Long-Term

Incentivize staff cooperation and collaboration

Create flexible work stations and shadow times



11/18

Benefits

Staff will share problems and opinions more openly

Staff will grow as a unified team working in a collaborative officeenvironment



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Finding 2:No formal processes for internal communication

Evidence

1. Staff expressed different modes/methods of communication.

Face-to-face interaction is better because emails dont convey tone.

Most people dont use the phone. IM is preferred.

2. Staff say that organizational changes have lead to communication problems.


Staff members dont know where to turn when they have problems.


13/18

Recommendations

Short-Term

Email subject line classification system

A communication tree designating who to go to with problems

Long-Term

Clarify and formalize the clerk liaison roles

Require everyone at desks to be on internal message system



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Benefits

Staff will feel in the loop about what goes on day or night at the library

Staff will be able to help one another better and more regularly



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Finding 3:Lack of structure in communicating with patrons

Evidence

1. Staff dont always know what to do when a patron has a problem.

People have very different schedules, so some patron concerns are not passedon and just get lost.

2. Internal communication issues lead to lack of coordination re: patron probs


Without standards around communication with patrons, the library cannotdo its best job of serving the public.


16/18

Recommendations

Short-Term

Standardize recording patron problems in patron records

As patrons check out, pass them a short customer service survey

Long-Term

Transparency: Post patron concerns and SSLDL responses on website

Introduce a patron concern reference guide on Wiki



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Benefits

Staff will be able to address typical patron issues efficiently

The library will run more smoothly and staff will feel less overwhelmed



18/18

Questions??

Thank You!

BEST TEAM EVER!BEST TEAM EVER!

Documents

CI Presentation Final