Date: August
12, 2009
To: RCPL Board of Trustees
From: G. Chapman, Library Director
RE: Customer relations workgroup –
Strategic Plan
Date: August 10, 2009
To: Greta Chapman
From: Terri Davis, Assistant Director
RE: Customer relations workgroup update
Strategic Plan goal and objective: Maintain the
libraries as community gathering places for all ages: Library staff members
will develop and implement a plan to further enhance library customer
relations.
In
order to achieve the above goal, the Customer Relations Strategic Plan
Workgroup will begin meeting on August 12.
Background work that has already taken place includes:
- Annual planning meetings for both the Public
Services and Circulation/Technical Services departments in spring 2009
- Departments met with consultant
Kari Jagodzinski to discuss standards and methods for achieving
“five-star” service
- Observations and review of staff customer
service interactions by Patricia Ebner
- Identification of what’s working and what needs
improvement from the July 23rd Strategic Plan review meeting
The
agenda for the workgroup’s first meeting on August 12 includes the following
discussion items:
1)
Review of background documentation
2)
What’s
needed for initial training?
a.
Youth
interactions
b.
Virtual
interactions
c.
Meeting
needs of traditional users and encouraging and enhancing self-service
opportunities
3)
Participants
expectations for workgroup’s outcomes
4)
Next
meeting
a.
Questions
to be addressed
EQUAL
OPPORTUNITY EMPLOYER