Dear Colleagues,
Our library building is open well before our the service point opens.
The service point is an open plan desk and staff find when they come in to set up the PCs, till etc. that there can already be a queue of impatient users - who expect an instant service. Staff patiently explain they will be with them in a moment - but it can lead to conflict.
There is an expectation that users will issue and return via the Self machines. But inevitably there are those who have issues outstanding (fines etc), a need to borrow laptops and a need to collect reservations etc.
How do other Libraries resolve this problem - or is this impossible.
Do you have a "magic" set of words that staff use?
Do you have notices of explanation (including service point open and closed times - though this does not seem to mean much to the queue)
With many thanks for any suggestions
Enid
Enid Dixon
Deputy Manager Lending and Support Services
Templeman Library
University of Kent at Canterbury
Canterbury
Kent CT2 7NU
Tel: 01227 (82) 3117
Email: [log in to unmask]
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