Hi
Has anyone had any recent experiences of reviewing their enquiry service
that they would be willing to share?
In Leeds we are just setting up 2 project groups to look at Enquiry Service
'People, Performance Management and Public Profile' and 'Delivery,
Resources and Enquiry type'
I'd also be interested to know what sort of training modules/techniques you
think work well (both induction training and follow up)
The issues we're looking at include
Optimum length of training sessions
Who delivers training (cascaded?)
Same standard training sessions across all libraries or do staff vary it
locally?
Updating of training, follow up - how often
Roles and responsibilities of staff
Pathways for enquiries, who handles what, referrals
Monitoring of staff skills after training
Customer satisfaction monitoring
Do you count enquiries in any particular categories
Any enquiry management system (electronic?)
I'd be happy to share our results at the end of the review
Kind Regards
Lynette Falconer
Information Development Manager
Leeds Library and Information Service
Tel 0113 247 8293
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