Hello Helen
To answer some of your earlier questions:
1. Do you have roaming/roving helpers? If so why did you start to use
them?
Yes.
Why? - initially:
a. a couple of years ago to help demonstrate self services equipment.
Subsequently the role was enhanced to include, but not exclusively:
basic catalogue searches
how to access and fully utilise users library accounts
directional enquiries
b. From September 08 to support self service operation, with minimal
Library Desk staffing (x 1 member of staff) to support:
issue of reservations
ILL issue and return
multimedia issue and return
restricted loan issue and return
invoice payments
Loan queries
c From May 08 currently supporting a newly merged Library Enquiries
Desk ( former issue and library enquiry desks) and from September 08 to
support additionally a NEW walk in restricted loan collection
2. What times of the day/year do you use them?
All year round via timetabled slots. This requires almost constant
monitoring and staff complain if under utilised. Getting this right
during lulls is tricky and flexibility is essential, especially during
peaks and troughs in demand. We often use this slot in tandem with
dealing with returned items.
3. What types of enquiries are they trained to deal with?
Loan queries
Catalogue queries, including how to place reservations & book
restricted loan items.
Directional queries
4. What type/level of staff are they?
LRO (Learning Resource Officer)
AIO (Assistant Information Officer)
5. How are they identified?
Staff wear distinctive red gilets or tshirts with a Library Staff logo
on the front and the slogan Ask me :0) I work here on the back. Staff
were involved with the initial discussions re type of garment, choice of
colour, logos etc...
6. Have customers/users/students found these staff useful and how has
this
been measured?
Yes - students appreciate like this type of personal support.
Appreciative comments via the Libqual Survey and University Satisfaction
Surveys.
7. How has the introduction of this impacted on your other help desks
functions?
A definite asset and has helped to facilitate the merging of what were
previously 2 separate desks. In addition, further changes to the whole
ground floor to facilitate Learning Zones will come into operation in
September 08. Currently uncertain if this will affect the role of our
current help role depending on the final location of the self service
equipment.
Hope this helps
Carol
Please consider the environment before printing this email
Carol Taylor
Senior Information Officer
LIS
University of Central Lancashire
PRESTON
Lancs
PR1 2HE
email: [log in to unmask]
Tel: 01772 892286
>>> Helen Jamieson <[log in to unmask]> 09/06/08 11:24 >>>
Hi colleagues
I did search the archives before sending this out as I thought there
may
have been something posted recently but couldn’t locate a great deal.
I am interested in those services that use roaming or roving help.
Could
you take some time to answer the following questions?;
Do you have roaming/roving helpers? If so why did you start to use
them?
What times of the day/year do you use them?
What types of enquiries are they trained to deal with?
What type/level of staff are they?
How are they identified?
Have customers/users/students found these staff useful and how has this
been measured?
How has the introduction of this impacted on your other help desks
functions?
Many thanks in advance for your time. Please reply to myself and I
will
summarise for the list.
Helen Jamieson
Customer Services Manager
Edge Hill University
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