WebJunction - Group: The Customer Voice

RE: Wrap-up and Survey

2009-04-10T19:58:08Z

Just because this class is "over" doesn't mean we should drop our attention to customer service. Customer service never sleeps!

The general conversation continues over in the topic area for Customer Service. I just posted a new topic over there about the Zappos approach.

I, for one, got a lot out of collaborating with all of you in this cohort. We'll be continuing our exploration of the potential for social learning groups on other topics.

RE: Nuts 'n bolts: My Webjunction says I've completed the course

2009-04-09T17:02:20Z

--Betha,

Yes, I had taken all the tests even though I had not reviewed the content for the last unit--my habit of taking a pre-test to see how little I know.

If I had been more watchful, I would have seen the course completion in the updates list on My Webjunction and figured this out for myself.

thanks for checking in with me.

Sheila

RE: Nuts 'n bolts: My Webjunction says I've completed the course

2009-04-09T16:15:50Z

Sheila, if you completed the tests and "passed" the course before you actually went through the content, the LMS would mark it as complete and move it down to your competed courses section. I guess that means you're so savvy about customer expectations that you didn't need the course!

Just to check the facts: did you take all the tests? If the LMS is marking as complete when you have not taken all the tests (and gotten 70% or better). then there's a bug I need to report.

RE: Nuts 'n bolts: My Webjunction says I've completed the course

2009-04-09T13:22:51Z

But I actually haven't.

At first I thought the course disappeared from "My Courses" but then I found it at the bottom of the page listed as a course that I have completed. Could that be because I took the test for the last unit before I started it?

--a little bit of a jolt as I was rushing in to complete the course before our wrap-up meeting.

Sheila

Wrap-up and Survey

2009-04-08T16:32:13Z

We hope you'll join Thursday's wrap-up session to reflect on and celebrate this learning experience, but even if you can't make it, please take the time to fill out the survey.

As pioneers in this social learning effort, we want to build on what we’ve learned. By completing this short (only seven questions) survey, you will help us figure out what works, what doesn’t, and what to improve. If you never started the course, or only got to lesson 1 or 2, your input is just as valuable as those who completed.

Survey Link: http://www.surveymonkey.com/s.aspx?sm=DeMuOQD_2bjwyGf3bGttnApg_3d_3d

Thank you!

RE: Lesson 3: Collecting Input

2009-04-07T20:32:02Z

Our formal efforts to collect input/feedback have not been frequent and I do not feel we have been timely enough in our analysis of and action on the data we collected.

It feels like our limited resources are leading us to limit our thinking about how we can collect input. Does anyone have any suggestions for getting beyond the thinking that says, "We barely have time to perform the services our customers expect. How can we find the time and resources to invest in formal feedback efforts?'

Sheila

RE: Lesson 4: trouble spots for libraries?

2009-04-07T16:35:45Z

And Dawn,
I love how you used the last question of the survey to identify the "respondent's main message to the library, either to clarify his or her survey responses or to address topics that the survey did not cover". That wording is a great way to frame the question for the user.

I think you all do an excellent job in terms of logging and learning from patron "complaints".

I was reflecting on how different the set of issues might be depending on the library type and the library's policies. It may be due to the broader audience, in age, needs, and due to social or economic factors, but because of my experiences at the circ desk in public libraries, I tend to remember the "complaints" like those mentioned above.

I'm sure there's a different set for academic (or even diff. types of academic) and special libs.

RE: Lesson 4: trouble spots for libraries?

2009-04-06T22:01:14Z

That's an interesting question, Betha.

I'm remembering our discussion about library policies an I think many of the customer's unmet expectations relate to policies that are, in most cases, in place to ensure the broadest access for all to library services and materials.

The most common scenarios I encounter in library settings include things like:

Patron's wanting more than the allotted time on the computer
Wanting to get materials faster, when ordering and being disappointed if it's not found or has a long waiting list
Disappointment with library hours (not open early or late enough)
Concern about inappropriate use of internet access (eg. my child was next to a man viewing pornography)
It's too loud, or why do I have to be more quiet?
Why can't I renew again?
Why do I have to pay my overdue fees?
Why don't you have this book here?

So how do we create policies that meet reasonable expectations? I think we do a great job in libraries with this!

But perhaps for those unrealistic "unmet expectations" we need to explore courses like Dealing with Angry Patrons or Managing Difficult Patrons with Confidence!

Lesson 3: Collecting Input

2009-04-06T18:29:48Z

I'm interested to hear how folks are gathering input/feedback from their patrons. I think the trick for libraries is NOT just relying on the input we get from library users, but also going out into the community where there are non-users, to get a better sense of why people don't think to use the library.

In the Spanish Language Outreach curriculum, we always encouraged folks to leverage relationships with those in the community to get input from those who never make it to the library. That project, as a whole, used pre and post assessments for workshop participants, 3 focus group reports (first, second and third) from communities where outreach initiatives were implemented and finally, a comprehensive study to understand Latino perceptions of libraries.

Are people using online surveys? Paper surveys? Focus groups? Getting staff input on customer needs/voice?

I know there are teen advisory groups that provide input in some ways, but are folks using other advisory groups to gain input?

RE: Lesson 4: trouble spots for libraries?

2009-04-03T17:01:55Z

One thing that our academic library has just recently done is to run the LibQUAL survey. We sent the survey by email to approximately 2,500 patrons. We had responses back from 1,227 members of our community. Over one third of survey respondents wrote additional comments at the end of the survey. These comments represented a respondent's main message to the library, either to clarify his or her survey responses or to address topics that the survey did not cover. LibQUAL then sent us a report of our responses. We were also compared to similar institutions to see how we stood in comparison to others. As a team we came together and examined where we stood in our patrons eyes.

The purpose of this survey was to get a baseline view of where our patrons perceive us and our services. The hope is to run this survey every few years to keep a handle on where we stand - what we are doing well in the customer's eyes and what we need to work on.

While this doesn't solve the day to day complaints, it did give our patrons a way to express their opinion of our services.

Usually when a complaint comes into our building we have tried to treat each complaint individually. Meeting with the patron to find out what expectations were not met, attempting to listen well. We also try to take steps to correct the problem - explaining what we will do and asking if that will meet their needs. We have also apologized and tried to follow up with the patron. As of yet, we haven't actually logged complaints.

Lesson 4: trouble spots for libraries?

2009-04-03T15:56:15Z

Some of the customer service trouble spots identified in the course apply to library service --things like "rude service" (remember, this is customer perception) or "calls not returned." But with the unique role that libraries serve in the community, I'd like to develop a list of trouble spots particular to libraries.

What do you think those are? How do you track patron complaints and feedback?

RE: A Parallel Course--Retailing Methods and Techniques in Libraries

2009-04-01T17:46:38Z

I just completed the Customer Voice course ---oh that feels good!

I love your "little frog" name. I'd like to be "little turtle."

That love of learning is key. I also have a determination to work through to completion (although you wouldn't know it by all my incomplete house projects). That said, completion isn't the goal; it's the learning and ultimate change in behavior. I've learned as much from the group discussions here as I have from the course content.

RE: A Parallel Course--Retailing Methods and Techniques in Libraries

2009-03-31T23:14:55Z

It really helps to have a strange name like Ranita. It means "little frog" in Spanish and that aptly describes me. Also, being left-handed in a right-handed world has made me appreciate adaptation. I suppose being compulsive helps in some areas. And I would say, gold stars are motivating! I am known for reading non-fiction at the library, or a classic. I inherited that from my Dad. I can't imagine much reason to read fiction. Actually, some non-fiction is fiction (as we find out later.) On the whole, I just love to learn!

RE: A Parallel Course--Retailing Methods and Techniques in Libraries

2009-03-30T18:23:51Z

Yes, the great thing about the LE@D courses is that they are specific to libraries. I think I'll follow your recommendation and take the course.

I've noticed how many courses you've completed in a relatively short amount of time. You are a rock star of self-motivation. If you have any insights to share on getting yourself going and managing your time, we're all ears.

A Parallel Course--Retailing Methods and Techniques in Libraries

2009-03-28T20:56:11Z

I just finished the course, Retailing Methods and Techniques in Libraries, that is offered by LE@D. It was excellent, quick, and pertinent. This course speaks to our issues in a way that Skillsoft does not. It addresses the differences and similarities between retail and library scenarios and was written by a man who has experience in both arenas. Well worth the time!!

And thanks, Betha and Jennifer for letting me "show my face." This is one of the few sites that is safe and supportive.

RE: Nuts 'n bolts of taking the course

2009-03-27T16:17:26Z

Okay, three weeks in to the course, I am less enamored of FeedMyInbox.

What I like about it:

I receive a daily digest of discussion activity in the group.
I can read the posts right there in my inbox.

What I don't like:

The digest summarizes what happened a full day earlier, which is okay, but for this course, I want to be in more immediate contact.
The links in the digest all go the WebJunction home page ---not even to the overview page of the group, much less to the specific discussion. Lame!
It doesn't seem to be capturing all activity, though I'm not sure what has fallen through the cracks.

A Better Way:
Sheila K had the great idea to set your MyWebJunction as a secondary home page. Firefox allows you to have more than one home page that loads automatically when you start up the browser.
In MyWebJunction, you'll see all the recent activity of your friends, including the start of new discussion threads that you haven't yet subscribed to. Of course, it means that you have to have friended everyone in the course group.

RE: Lesson 3: Talk less & listen more

2009-03-27T16:04:21Z

>>We hear their initial request and already our mind revs into top speed and comes up with solutions<<

I hadn't realized before how the Socratic method is similar to the Reference Interview. As I was reading through the lesson, I was thinking what an advantage reference librarians have in this approach due to our interview training. But, like Dawn says, it is so easy to get caught up in the pressure for a fast answer. If we are trying to meet the "Google" expectations of patrons, it's harder to slow down and practice the active listening.

This quotation from the course made me think about the real value of libraries:
“By engaging customers initially and then really listening to what they are saying, you will be set apart from your competition. ...[This] gives customers a sense of being part of your company and a part of your plan.”

Lesson 3: Talk less & listen more

2009-03-27T15:31:21Z

I must say I really liked the reminder on using the Socratic method, particularly the part dealing with talking less and listening more.

Some points that really resonated with me included respecting the cusomer's knowledge of products, believing that every customer is unique, and inquiring then actively listening. I think it's easy to sometimes bypass an indepth Reference interview and assume we know what a student or patron is asking for. We hear their initial request and already our mind revs into top speed and comes up with solutions, rather than spending more time to really, really listen. This was a good reminder to me.

Another neat thing I liked that was shown in one of their role-playing clips was the point to repeat back to the patron what we hear them saying to us. This lets them hear what we have thought we heard and permits any misperceptions to be cleared up. I sometimes forget to do that, but I think it is a really good tool in the reference interview.

RE: Notes from Mid-Course Meetup

2009-03-26T15:01:57Z

The personal contact in a live session is very motivating to me. It makes me feel more connected to the group, plus we had a great discussion about the content. I felt like we could have gone on talking much longer.

Ranita, it's great to see your face, even though your daffodils were quite lovely also. I agree with Sheila that WJ feels like the kind of supportive community where I'm happy to show my face. I've had trepidations about other online networks, but I'm getting over it.

We'll award some kind of virtual gold stars at our wrap-up session. Now on to Chapter 3.

RE: Notes from Mid-Course Meetup

2009-03-26T12:24:45Z

Nice to see you Ranita. Webjunction was the first online space where I posted an actual picture of myself rather than some sort of cartoon representation. I think it is a good place to "come out"

Sheila