1999 ALA Conference, New Orleans, Louisiana
Douglas F. Hasty, MLS
Green Library
Florida International University
Miami, Florida 33199, USA
Abstract
Public relations are an integral part of a library's service success. Within academic libraries there exists an untapped, trained public relations staff -- the student assistant. Long delegated to the important but routine tasks endemic for many library functions, these tireless and loyal staff more often work the hours and schedules when most librarians are at home. Consequently, student assistants are in primary contact with their peers for a majority of the library's opening hours. Therefore, they are an invaluable public relations asset. Not having student assistants serve as active members of the library's public relations efforts is an oversight. If these valuable staff members are not fully directed to serve the patrons' needs to the fullest of their capacity, then the library has missed an opportunity to remain fully cognizant of patron needs. The use of student assistants as a source and advocate of public relations is an astute, cost effective initiative on the part of the library's public services administrators and planners.
I. Points to Cover
- [A) Statement of the problem (see Section III)
- (B) Objectives of the research or project (see Section IV)
- (C) Methodology used to solve the problem or implement the program (see Section V)
- (D) Major findings or outcomes and their significance and conclusions (see Section VI)
II. Logical Sequence of Exhibit and Information
- (A) Introduction
- (B) Development
- (C) Conclusion
III. Statement of the Problem
- (A) Student assistants do not always receive adequate customer service training, if any training, despite their high visibility and contact with library patrons
- (B) Library staff and administration may not include student assistants in customer service training programs because student assistants may not be perceived as needing or warranting training as does permanent staff warrants
- (C) A lack of recognition of student assistants as current or potential primary point-of-service contact sources for patron service at service counters, service desks, and any location within the library.
- (D) The potential value of student assistants as an effective customer service asset is not realized or utilized by the library
IV. Objectives of the Project
- (A) To facilitate improvements in patron relations without undertaking a time-consuming, expensive, and all-involving public relations campaign.
- (B) To utilize existing staff and resources to achieve improvements in public relations.
- (C) To recognize that public relations can always be improved, even if the current status of public relations is evaluated to be sufficiently administered, effective, and responsive
- (D) To take advantage of the student assistants’ role as a peer representative and service provider
V. Methodology used to implement the program
- (A) Training programs, specifically designed for student assistants working public service desks and other type units, are offered once each semester.
- (B) Reinforcement from and support by administration for the development and offering of workshops
- (C) Supervisors of student assistants involved in feedback with workshop facilitators regarding content and instructional styles
- (D) Workshop contains a variety of instructional styles, including but not limited to lectures, role playing, skits, and games, in order to appeal to a variety of learning styles
- (E) Feedback from workshop participants for the planning and changing of workshop content for the next session
- (F) The use by the supervisor and library administration of the workshop as a component of performance-based review and evaluation of the student assistant’s work record
VI. Major findings or outcomes and their significance and conclusions
- (A) Public relations can always benefit from new initiatives and workshops.
- (B) Continuing education, staff development, and staff training is as important to public relations as is any other library initiative or program.
- (C) Student assistants are an untapped source of public relations initiatives, patron diversity, patron needs, patron service expectations, and library services support.
- (D) Student assistants, as peers of other students, represent a large number or a majority of the academic library patron type and, therefore, are best suited to offer guidance for and act as providers of excellent library service development initiatives.
Service Points and Provider Purposes
Information Desk
Service: Primary point-of-contact service desk provides patrons with referrals to other service desks (Reference, Circulation, etc.) or sections within the library (collections, bathrooms, telephones, etc.)
Provider: Primarily staffed by Senior Technical Assistants or Student Assistants; occasionally staffed by various Librarians
Circulation Desk
Service: Patrons can obtain specific information about lending rules and responsibilities, fines, obtaining and replacing library cards, and borrowing privileges at other libraries
Provider: Primarily staffed by Senior Technical Assistants or Student Assistants; rarely staffed by various Librarians
Reserve Collection Desk
Service: Patrons can obtain materials held in the Reserve Collection
Provider: Primarily staffed by Senior Technical Assistants or Student Assistants; rarely staffed by various Librarians
Interlibrary Loan Service Counter
Service: Patrons can obtain specific information about Interlibrary Loan and Document Delivery privileges, responsibilities, and rules associated with the use of borrowed materials and the acquisition of photocopied or otherwise reproduced materials
Provider: Primarily staffed by Senior Library Technical Assistants and Student Assistants; frequently staffed by the Interlibrary Loan Librarian
Reference Desk
Service: Patrons can obtain information concerning their information, research, and instructional needs, plus instruction about computer-accessed and traditional print research/information providing sources
Provider: Primarily staffed by Reference Librarians and Senior Library Technical Assistants; staffed by Student Assistants during late evening hours, 7 days per week
Electronic Reference Center
Service: Patrons can obtain focused instructional assistance when performing research on separately networked electronic databases
Provider: Primarily staffed by Senior Technical Assistants or Student Assistants; frequently staffed by Reference Librarians
Government Documents Desk
Service: Patrons can obtain information concerning their information, research, and instructional needs, plus instruction about computer-accessed and traditional print
Provider: Primarily staffed by Government Documents Librarians and Senior Library Technical Assistants; staffed by Student Assistants during late evening hours, 7 days per week
Periodicals Information Desk
Service: Patrons can obtain assistance with locating bound and unbound periodical issues, assistance with copy machines, or general location and service needs
Provider: Primarily staffed by Student Assistants; rarely staffed by Librarians or Senior Technical Assistants
Microforms Service Desk
Service: Patrons can obtain assistance with locating microform sets, loading the microform into the reader/printer machines, and with associated reader/printer machine malfunctions
Provider: Primarily staffed by Student Assistants; rarely staffed by Librarians or Senior Technical Assistants
Audio-Visuals Desk
Service: Patrons can obtain assistance with locating A/V materials, and displaying or using in the appropriate machine
Provider: Primarily staffed by Senior Technical Assistants or Student Assistants; frequently staffed by the Audiovisual Services Librarian
Douglas Hasty's Home Page | Douglas Hasty's Resume | July 30, 1999 |