[Publib] 50 things...

Wed Nov 4 16:10:52 EST 2009

At my library the person being helped at the moment is the priority.  It
does not matter if they are in person or on the phone.  When we designed
our new building we set things up so that when a person calls the
library the first thing they get is a real person (clerical staffed is
assigned to answer the phone.)  If it is a reference question they are
transferred to the reference desk.  If the clerical staff person can see
down to the desk or notices on the phone that the librarian is assisting
another patron they will check and see if the librarian on the juvenile
desk is available and transfer the call to that person.  If both
librarians are busy they are transferred to the reference desk phone and
a voice mail message tells the patron that the librarian is helping
another person and to please leave a message.  Thus the voice mail takes
care of the phone and the librarian lets the person waiting know that
they will help them as soon as they finish with the person they are
helping.  Also, the librarian on duty can call on other available
librarians to assist.  They just have to call another librarian and say
"I need help."  I then tell the waiting patron that someone will be with
them shortly.

Meg

*******************************************

Margaret (Meg) Van Patten, MLS
Head Reference/Adult Services
Baldwinsville Public Library
33 East Genesee Street
Baldwinsville, New York 13027-2575

http://www.bville.lib.ny.us

315-635-5631 ext 206 (voice)
315-635-6760 (fax)
megv at bville.lib.ny.us (e-mail)

-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Dunlap, Abbey
Sent: Wednesday, November 04, 2009 3:49 PM
To: Gair Helfrich; Vicki Marsh; publib at webjunction.org
Subject: Re: [Publib] 50 things...

I have to put this out there:
In my former life, I worked at a particular retail store that I had
formerly adored and now fully believe to be the last know portal to
hell.  
Long story short: I was actually written up and eventually disciplined
for letting the phone ring while serving a customer at the cash
register.  The person who ultimately "disciplined" me was our district
manager.
Curious yet?  I bet you won't see this coming: I was working at Bed,
Bath & Beyond.

-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Gair Helfrich
Sent: Wednesday, November 04, 2009 2:10 PM
To: Vicki Marsh; publib at webjunction.org
Subject: Re: [Publib] 50 things...

Vicki,

This is probably my biggest pet peeve. Why does the phone get preference
over the person standing in front of the you? Especially when you were
helping that person before the phone rang. My practice was always to
tell the person on the phone I was with someone else and give them the
choice of holding on or having me call them back.  And if there were 5
people waiting at the desk when the phone rang they all got served
before the phone patron got called back. (And, I warned the phone patron
it would be a while before I could call back.)

Gair
__________
Gair Helfrich, MLS
Supervising Librarian
Information and Technical Services Manager
Atlantic County Library
40 Farragut Avenue
Mays Landing, NJ 08330
609-625-2776 ext. 6313  Fax: 609-625-8143
ghelfrich at acmail.aclink.org

-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Vicki Marsh
Sent: Wednesday, November 04, 2009 2:40 PM
To: publib at webjunction.org
Subject: Re: [Publib] 50 things...

Never interrupt a transaction with the patron at the desk to answer the
phone and help the phone patron!

Vicki S. Marsh
Branch Manager
South Oldham Library
6720 W. Highway 146
P. O. Box 365
Crestwood, KY 40014
Office: (502)241-9017
Fax: (502)241-1108
Email: vmarsh at oldhampl.org

Message: 5
Date: Wed, 4 Nov 2009 08:42:38 -0600
From: "Tom Cooper" <tcooper at wgpl.org>
Subject: [Publib] (no subject)
To: <publib at webjunction.org>
Message-ID:
        <D0D6FD74554D8949AE1D43477038B4C91860BE at WGPLDC01.wgplstl.local>
Content-Type: text/plain; charset="us-ascii"

I saw this on Yahoo! this morning, a list of 50 things restaurant
workers should never do. It is a great primer in customer service, and
many of the tips could easily apply to libraries - such as 'never
acknowledge one customer more than another,' or 'do not let anyone enter
the restaurant (library) without a warm greeting.' I thought it would be
fun if we compiled our own list. If you're interested, let us know your
top two or three favorite peeves and things to avoid. I'll keep a tally
and put them all together.

Here's the restaurant list from Yahoo!:

http://finance.yahoo.com/family-home/article/108071/100-things-restauran
t-staffers-should-never-do?mod=career-work

I'll get the ball rolling with a few of mine:

1.       Never wait until the copier or printer runs out of paper to
refill it. Check it at the beginning of your shift.

2.       Never say the word policy when telling a patron about a library
policy.

3.       (Yes, stolen from above) Never let anyone enter the library
without a warm greeting.

Tom Cooper, Director

Webster Groves Public Library

301 E. Lockwood Avenue

Webster Groves, MO 63119-3102

 (314) 961-3784
tcooper at wgpl.org

Do not judge beliefs by their plausibility, but by the harm they may do.

                                             Nassim Nicholas Taleb

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