It’s as Much Fun as Reading the TiVo Manual in Spanish

1. It’s as Much Fun as Reading the TiVo Manual in Spanish

2. The Spirit Catches You and You Fall Down Required reading for an English 102 class chock full of Millennials! When I asked a student what he thought of the book, he said: “It’s as Much Fun as Reading the TiVo Manual in Spanish”

3. What is He Really Saying? • Prefers not to read a long book • Knows what TiVo is • Uses TiVo to personalize his viewing choices • Highly unlikely he’s ever had to read a manual • Reading is not fun, in fact it might be painful • This book is not SPEAKING my language

4. What Language is Your Library Speaking? Millennial or by the Manual?

5. BIG changes were necessary in training methods for Circ students • We knew from LibQual+ comments that Circulation students had an image problem • Patron Feedback indicated that • Circulation students we not perceived as helpful • In general library patrons ranked service from Circ students lower compared to high marks in other public service areas.

6. Circulation Staff • Cited an overall need for improved employee communication • Circulation staff were looking for ways to improve communication with student assistants

7. Hired a Consultant Major objective: “To create a shared vision of the ideal library experience by improving customer service and employee communication within Carmichael Library” Through specific workshops to improve communication competencies (listening, leading, non-verbal behavior and verbal strategies), we can improve the flow of communication as it impacts the shared vision or “the plan.”

8. Who is the Consultant • She is a faculty member at two universities with current experience teaching Millennials • Teaches Communication Studies • MFA in Theatre and Speech • New York acting experience • Dynamic personality

9. What Consultant Identified Based on interviews with the Director and Circulation Supervisors the Consultant identified a need to address the following concerns: ▪ Develop a plan to train student employees • Address behavior and professional decorum • Project a pleasant attitude and willingness to help at the circulation desk • Teach non-confrontational approaches to managing employees • Encourage employees to take the lead on projects and tasks that require attention.

10. What the Consultant Accomplished • Alignment: 3 paraprofessionals responsible for supervising the Circulation students came together to accomplish a clearly defined mission • Development : Created an across the board training program for all library student assistants • Change Initiator : brainstorming and “out of the box” thinking was okay: her outsider neutrality promoted an impartial and serendipitous atmosphere

11. Training the Trainers Consultant Designed and Tailored a series of Workshops addressing the concerns of the paraprofessionals responsible for training and supervising Circulation students

12. Consultant Identified Barriers • Students did not feel comfortable approaching supervisors • Students were unaware of the chain of command • General Memos to all students rather than addressing specific problems or individuals was common • Communication among supervisors was triangulated

13. Barriers (cont.) • Student assistants did not want or see a need to ask for help • Student workers were unclear about the boundaries between Circulation and Reference • Too many Rules! • Professional decorum: The White House Flip Flop Syndrome

14. New Training Program : How Does It Appeal to the Millennial? Directed Communication program suggested by the Consultant • Consistent Message! Now delivered to all student assistants. Previously Circulation students were trained by 1 supervisor, 3 supervisors or a senior student assistant or any combination of the above • Uses PowerPoint: Previously new students were given a print handout written in the 80s

15. New Training Program • Uses a variety of communication strategies • PowerPoint • Lecture • Active Learning • Group Learning

16. New Training Program (cont.) • Addresses Accountability: new program will provide mid-semester feedback to Circulation students on their performance • Designed to involve students in decision making process • Top Down communication via memos will be replaced by more face to face meetings to share concerns

17. New PowerPoint Training • Designed by the 3 paraprofessionals with input from the Consultant • Delivered to students by the 3 paraprofessionals • Consultant attended the student training session to provide feedback to the paraprofessionals

18. Orientation toCarmichael Library Presented by: Ms. Belisle Mrs. Collins Mrs. Price

19. How will I benefit from a job at Carmichael Library? Individualized schedules Training for the future Inside track on newest Library materials Generous borrowing privileges (with limitations) Letters of recommendation

20. What are the different areas in the Library and what are their functions?

21. Technical Services Team Mr. Heatherly oversees the library’s subscriptions to popular magazines, newspapers and literary journals. He also assists us by working in Archives and keeping up the maintenance with our online journal subscriptions. Occasionally, Mr. Heatherly assists the other members of the Technical Services team with the processing of library materials such as books and DVD’s.

22. Collection Development Librarian Mrs. Williams oversees selection and management of the library collection, which includes assisting the UM Faculty in the ordering process of library materials. She also serves as a Reference Librarian.

23. What is the Circulation Desk responsible for? • Staffing during Library operating hours • Checking in and out of Library Materials • Sensitizing and De-sensitizing of Library Materials • Shelving Library Materials • Keeping the Library organized

24. Confidentiality As a library employee, you may have access to personal information kept by the library. ALL LIBRARY INFORMATION IS CONFIDENTIAL!

25. When should I contact a supervisor? • As soon as you know your schedule or your obligations are going to change • PLEASE GIVE AMPLE NOTICE (3 – 4 hours, possible)

26. Can I swap my hours with another student worker? • YOU MUST contact Mrs. Price, Mrs. Collins, or Ms. Belisle BEFORE you swap or switch hours with someone. • IF you are told you need to find someone to cover your shift for you, IT IS YOUR RESPONSIBILITY!!

27. What is Business Etiquette? • Patrons should always come first • Give the Patron your full attention and listen carefully • Always be courteous • Greet patrons with a smile and offer your assistance

28. Visiting with Friends • Remind your friends that you are at work, if they stop by the desk. • A simple “Hello” is acceptable but not lengthy conversations • Remember to keep your conversations with your co-workers to a minimum and in a soft tone.

29. Can I access the Internet while at work? Yes, for legitimate Library purposes only. Unacceptable practices: • Playing games • Entering chat rooms • Checking sports statistics • Accessing Face Book • Accessing personal email No personal lap tops! No changing the settings and/or display on the computers!!

30. Telephone Usage • No cell phones! • Keep personal conversations on the business phone to a minimum

31. Face to face communication in Carmichael Library • Always offer assistance, especially when a patron looks lost or has a look of bewilderment. • Remember to stand when offer assistance to patrons • Do not point—show and/or demonstrate how something works • SMILE • Present yourself in a positive and professional manner…

32. What can I wear to work at the Library?

33. The Do’s Pants (dress or casual) Dresses or skirts at reasonable lengths Undergarments (not worn as clothes) Shoes must be worn at all times Plain t-shirts or UM Logo t-shirts The Don’ts NO HATS NO tops with spaghetti straps (unless the top is covered) NO tank tops or muscle shirts for the guys NO short skirts NO short shorts The acceptable and the unacceptable

34. Performance Review

35. Why am I going to be evaluated? • Improve performance • Use as a basis for a letter of recommendation

36. How is my performance evaluated? • All library supervisors • Your co-workers • Patrons • UM Faculty

37. When will I be evaluated? • Mid-Term (8 weeks into the semester) • End of the semester (the week before Final Exam begins)

38. Consultant Paula Renzi-Callaghan MFA prenzi@samford.edu Samford University Department of Communication Studies (205) 726-4261