[collaborative-vr] Coding non-research transcripts for customer service

[Jan Dawson]

Hello colleagues,

I’ve been a little behind in things with our group but it looks like yas had a great meeting last week! I hope to listen to the recording soon.

We have a question that is coming out of further enhancement of our annual service evaluation. When it comes to assessing for good quality reference service, we have a very sophisticated RUSA-based rubric for coding our research question transcripts, but it’s sometimes hard to apply this rubric to other types of questions such as library-related questions, technical questions, and “other” (non-library) questions.

We’ve been thinking through a more general “customer service” rubric. This is where we are at so far:
1. Approachability
-          was operator friendly, did operator establish a good rapport
2. Interest
-          responsive, maintain word contact, ensure visitor is following along as needed – though this may be less necessary with non-research questions
3. Follow-up
-          Ensure the visitor’s question was answered fully, provide appropriate referral, enquiring about additional questions, inviting to return
-          Gauge how much follow up is necessary based on type, length of transaction

Do any of you have a way of coding transcripts to assess quality of customer service for non-research questions?

Thanks for thinking about this with me!

Jan






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