Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access...

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Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga

Transcript of Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access...

Page 1: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

Mapping, Managing, and Improving Staff Performance

in Access Services

Colleen S. HarrisHead, Access Services

University of Tennessee at Chattanooga

Page 2: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

YOU, THE MANAGER

http://icanhascheezburger.com/2010/08/24/funny-pictures-crazy-i-was-crazy/

Page 3: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

EXPECTATIONS

http://www.flickr.com/photos/passiveaggressive/4773512458/sizes/z/in/photostream

http://icanhascheezburger.com/2010/11/02/funny-pictures-middle-management-cat/

Page 4: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

got mission?

got vision?

Page 5: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

WHAT DOES EXCELLENT CUSTOMER SERVICE LOOK LIKE?

AND…CAN YOU MEASURE IT?

Remember: measurables!o Error rate in response to

patron communicationo Satisfaction surveyso Compliments vs

Complaints (and thetrouble with this)

o Service desk demeanoro Claims returned rateo Note: What’s in the annual

evaluation? Is it useful?o Base measures on actual

work & department needs

Page 6: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

Are Your Staff Properly Armed?

Page 7: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

CREATING OPPORTUNITIES FOR LEARNING

A MANAGER’S JOB IS TO LOCATE RESOURCES!

o RETREATSo CLASSESo UNI, IT, 3RD PARTYo PEER-TO-PEER

TRAININGo SOFTWAREo CROSS-DEPARTMENTo INVITED SPEAKERS

Page 8: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

Prepping for performanceThe initial conversation

– Job Description– Most successful– Needs improvement

Page 9: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

ServicesCommunication

Evaluation & Appraisals

MEASURES

• WHAT YOU WANT• WHAT YOU GET

METHODS

• STRUCTURED• INFORMAL

Page 10: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

Planning & Evaluation I:The, Um, Planning

Page 11: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

Planning & Evaluation II:Measurements & Markers

Cecily demonstrates her superior webcam abilities for her colleagues

Page 12: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

Performance Problems:The Two Types of Stumbling Blocks

Lack of Knowledge Lack of Execution

Page 13: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

Punishment Does Not Work(Or, Give Keanu Back His Cupcake)

Page 14: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

Performance Improvement Discussions

Know your organization’s process

Serious and planned discussion

Specific goals

Structured

Why Change is Needed

Gaining Agreement

Positive Expectation of Change

http://rickjafo.posterous.com/the-squirrels-wise-up

Page 15: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

Real Library Examples• Merging Service Points• ILS/e-reserves migration• Updates to staff clients• Changing ILL workflows• Website redesign• Tech lending expansions• New software installs• Social networking presence• Student assignments• Professional Networking• The Cloud• Patron Outreach• Experimenting (QR codes)

Page 16: Mapping, Managing, and Improving Staff Performance in Access Services Colleen S. Harris Head, Access Services University of Tennessee at Chattanooga.

Thank You!

Colleen S. [email protected]

http://guardienne.blogspot.com

http://icanhascheezburger.com/2007/10/31/11197/