Cross-training public service staff in the electronic age: I have to learn to do what?!

Mozenter, Frada L.; Sanders, Bridgette; Bellamy, Carol

doi:10.1016/j.jal.2003.08.006

Cited by 20 publications

(12 citation statements)

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“…Other libraries who have implemented blended desks agree on the importance of training. Sheffield et al (2013) note that cross-training and collaboration are key components in the transition to a successful new model, and many other blended desk implementation processes undertook cross-training initiatives as a key part of the project (Allegri & Bedard, 2006;Bracke et al, 2008;Bugg & Odom, 2009;Crane & Pavy, 2008;Johnson et al, 2011;Mozenter, Sanders, & Bellamy, 2003;Wang & Henson, 2011).…”

Section: Methodsmentioning

confidence: 99%

Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

Oud

Genzinger

2016

Journal of Access Services

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Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk" (2016). Library. 35. http://scholars.wlu.ca/lib_pub/35Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk Joanne Oud and Peter Genzinger, Wilfrid Laurier University Library, Waterloo, ON, Canada KEYWORDS Access services; blended service; service quality; single service desk; user services ABSTRACT This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations that excel in customer service. The article identifies key organizational structures that have been shown to support or hinder good service and discusses the process of implementing these structures in practice and the results of an assessment process designed around determining success.

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Section: Methodsmentioning

confidence: 99%

Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

Oud

Genzinger

2016

Journal of Access Services

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“…Start making decisions about layout, service delivery, staffing, and training (Bugg & Odom, 2009). Understand that training modules and the need to train and retrain will be locally driven (Bracke et al, 2008;Mozenter et al, 2003;Crane & Pavy, 2008). 3.…”

Section: Best Practicesmentioning

confidence: 99%

“…• ASK Desk (Bradigan & Rodman, 2007), • Combined Services Desk (Mozenter, Sanders, & Bellamy, 2003;Wang & Henson, 2011), • Help and Information Desk (Powell, Bryan, Michelson-Thiery, Koltay, & Patterson, 2007), • Information Commons Desk (Bracke et al, 2007), • Information Desk (Panella & Dunn, 2015;Poparad, 2015), • Information Services Desk (Bugg & Odom, 2009), • Integrated Service Desk (Reed & Piper, 2013), • Integrated Service Point (Flanagan & Horowitz, 2000), • Library and Technology Services Help Desk (Kimmel-Smith, 2006), • Reference and Research Assistance Desk (Fitzpatrick, Moore, & Lang, 2008).…”

Section: Introductionmentioning

confidence: 99%

Single service points in libraries: A review

Frederiksen

Wilkinson

2016

Journal of Access Services

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As libraries of all types and sizes continue to re-envision themselves to remain relevant in a rapidly changing information landscape, the single service point is visible evidence of this effort. In a complex environment, combining formerly disparate functional or service units is for many libraries both an innovative and effective way to manage resources and services. It is the intent of this overview to look beyond these issues to find similarities in theme and application that may be useful for those considering implementation of a one-stop model.

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“…General training for all public services staff is useful (Mozenter, Sanders, & Bellamy, 2003) and to be most effective must be supported with release time and appropriate incentives (Buchanan, 2005). For reference, learning basic techniques for keeping patron interactions focused on quality service is very important (Macke, 2005).…”

Section: The Training Processmentioning

confidence: 99%

The Orientation and Training of New Librarians for Business Information

Womack

2008

Journal of Business & Finance Librarianship

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New business librarians and nonbusiness librarians serving business needs require training and orientation to the unique aspects of business librarianship. Formal training programs can be devised to raise competencies in providing core business information services. Given the pace of change, such programs must emphasize flexible and adaptable approaches to finding information, rather than reliance on specific sources. Trends in the business information environment will likely favor greater use of just-in-time training and knowledge databases.

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Cross-training public service staff in the electronic age: I have to learn to do what?!

Cited by 20 publications

References 0 publications

Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

Single service points in libraries: A review

The Orientation and Training of New Librarians for Business Information

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