I started to write this in January! Imagine that. I need to get out of this habit of starting a blog post and not finishing it! Anyway, it’s still ever so relevant to what’s going on here at UoB, so I thought I should finish it…
First off for this post an article which I found really interesting, and timely for us here at UoB, from Jenny Cefai, the Staff Learning and Development Manager at Anglia Ruskin University. This article was on the training page (p8) of the Gazette, (14/01/2010-27/01/2010) this is the online version. In the article Jenny tells readers why the staff at Anglia Ruskin university library went on a shopping trip and the intial outcomes of the experience. The main aim of the shopping was to see how the library could learn lessons from the retail sector when it comes to service delivery and good customer service.
This is really timely for us here at UoB, as after changes to the structure of the department and new management in place we are starting to develop a service delivery strategy across Information Services. So far meetings have been held across the sites to see how this can be developed and how staff can be involved (something which I think is essential if we are going to deliver some aces customer service and soemthing that Jenny touches on in her article) – ‘Motivated, enthusiastic staff are vital to the customer experience and therefore to the success of the organisation.’ Agreed!
A couple of meetings in and we’re starting to get a feel for what we can achieve in terms of service delivery here at the Moulsecoomb site. As well as the two main service delivery meetings here, we have had smaller meetings; the Information Advisers and our Learning Technologies Adviser discussed what the Information Services experience for staff and the Assistant Information Advisers and Assistant Librarians looked at the student experience. Resource Assistants also discussed our approach to customer service and following the example from Anglia our Resource Assistants went out and did some mystery shopping to get some ideas about customer service and how that compares to what we do.
We’re at a stage now where we need to bring all these discussions back to the main service delivery meeting to see where we go next. This is happening tomorrow. We’ll post again on any developments that come from that. Hopefully our service delivery plan will be starting to take shape.