TRAINING STUDENT WORKERS WHO HAVE BEEN SHOPPED FLORIDA INTERNATIONAL UNIVERSITY / HUBERT LIBRARY...
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Transcript of TRAINING STUDENT WORKERS WHO HAVE BEEN SHOPPED FLORIDA INTERNATIONAL UNIVERSITY / HUBERT LIBRARY...
![Page 1: TRAINING STUDENT WORKERS WHO HAVE BEEN SHOPPED FLORIDA INTERNATIONAL UNIVERSITY / HUBERT LIBRARY Sarah J. Hammill FLA Conference 2013.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf45503460f949c31ea/html5/thumbnails/1.jpg)
TRAINING STUDENT WORKERS WHO HAVE BEEN SHOPPED
FLORIDA INTERNATIONAL UNIVERSITY / HUBERT LIBRARY
Sarah J. HammillFLA Conference 2013
![Page 2: TRAINING STUDENT WORKERS WHO HAVE BEEN SHOPPED FLORIDA INTERNATIONAL UNIVERSITY / HUBERT LIBRARY Sarah J. Hammill FLA Conference 2013.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf45503460f949c31ea/html5/thumbnails/2.jpg)
What am I Talking About?
• 3 Rounds of Secret Shopping• Student Training• Changing Reference Service Models
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Secret Shopping
• 3 Rounds
• Volunteers from campus
• $5.00 Starbucks Card
• All library employees notified about program
• Assigned Questions /Likert-type questionnaire
• Face-to-face or telephone
• 23 volunteers
![Page 4: TRAINING STUDENT WORKERS WHO HAVE BEEN SHOPPED FLORIDA INTERNATIONAL UNIVERSITY / HUBERT LIBRARY Sarah J. Hammill FLA Conference 2013.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf45503460f949c31ea/html5/thumbnails/4.jpg)
Secret Shopping Round 1
Self-perception of service
9 f2f shoppers
Focus on customer service
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Secret Shopping Round 1 Findings
How would you describe your expe-rience at the library service desk?
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xBye Bye Reference Desk Staff
Hello to more work for work-study students!
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Secret Shopping Round 2
Referring ?s2 f2f, 6 calls
Focus on type of information received
Level of questions?
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Secret Shopping Round 2 Results
1 person 2 people More than 2 people
How many people helped you answer your question(s)?
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Secret Shopping Round 2 Results
Decline in Staff Enthusiasm
0246
Round 1Round 2
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Secret Shopping Round 2 Results
Too much
time
More time th
an w
arran
ted
Some time
Very litt
le time
No time at al
l0
1
2
3
4
5
6
7
Round 1Round 2
How much time did it take before you got the help you needed?
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Secret Shopping Round 2 Results
Not at a
ll Sati
sfied
Barely
Satisfi
ed
Somew
hat Sa
tisfied
Satisfi
ed
Very Sa
tisfied
Round 1Round 2
How satisfied were you with the answer/information you got?
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Secret Shopping Round 2 Results
Not Happy at all
Barely Happy
Somewhat Happy
Happy Very Happy
Round 1Round 2
How would you describe your experience at the library service desk?
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AssessmentsPre & Post
Role Playing
Telephone Etiquette
Scenarios
3-minute Rule
Homework
Information Literacy & Critical Thinking
How to Find Books
How to Find Articles
Student Training Program
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Secret Shopping Round 3
Evaluation of student training program
5 f2f, 1 callFocus on quality & type of information received
Referring ?s
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Secret Shopping Round 3 Results
Round 1 Round 2 Round 3
1 person2 peopleMore than 2 people
How many people helped you answer your question(s)?
Were you referred to another person for help with your question?
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Secret Shopping Round 3 Results
Somewhat Enthusiastic or Less Enthusiastic or Very Enthusiastic
Round 1Round 2Round 3
Staff Enthusiasm
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Findings & Anecdotes
Highlighted the positive / Deemphasized Negative
“They did their best to help me even if they did not know the answer immediately.”
Gave high rankings on Likert but comments indicated otherwise
“All the information I obtained makes me wish I had to do a paper on The Hilton.”
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Some Direct & Poignant Comments
“Couldn’t really understand what he was saying.”
“A horrible experience”
“Employee needs to work on his phone etiquette.”
“Poor experience. Staff member was not helpful.”
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Unreasonable Expectations?
Seemingly easy questions have multiple layers
Training needs to expand to full-time employees
Findings & Conclusions
Telephone Etiquette
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Welcome Back Reference Staff!