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<p class="MsoNormal"><span style="font-size:11.0pt">Hello colleagues,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">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.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">We’ve been thinking through a more general “customer service” rubric. This is where we are at so far:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">1. Approachability<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">- was operator friendly, did operator establish a good rapport<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">2. Interest<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">- responsive, maintain word contact, ensure visitor is following along as needed – though this may be less necessary with non-research questions<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">3. Follow-up<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">- Ensure the visitor’s question was answered fully, provide appropriate referral, enquiring about additional questions, inviting to return<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">- Gauge how much follow up is necessary based on type, length of transaction<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">Do any of you have a way of coding transcripts to assess quality of customer service for non-research questions?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">Thanks for thinking about this with me!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt">Jan<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt"><o:p> </o:p></span></p>
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