Staff Meeting July 18^th 2018

In Attendance.: John Hong, Alisa Baker, Aysia Selders, Aric Jakcson, Leona Hoegsberg, Britney Scott, Edith Partida, Melinda Campbell, Kameshia Smith, Cyrano Machey, Angela Barratt, Nichole Lewis, Djuina Hammet, Russ Wagner, Eric Marques, Richard Ford, Teresa Eshelman.

1     Celebration:  Cyrano’s 30^th Birthday, Happy Birthday party and food served.

       Closure of customer interactions: Many situations around the library become almost hostage emergencies, particularly when people get our help and then spend more time rambling about non-question material

Example:

a.       Customer A requests assistance on the computer for printing documents, then talks about her chewing gum and how different the taste is now from the 1960’s, and keeps speaking about the quality and color of chewing gum.

b.       Customer B requests assistance making a passport appointment, then talks about how his bicuspid is bothering him, but how he’s too cheap to buy health insurance, plus his boss is a penny pinching crab that doesn’t pay him enough to afford it in the first place.

c.       In both cases, the library related problem is resolved, but the customers keep talking and cannot stop. Perhaps they are lonely, or paranoid, but keep talking in a more conversational way and waste staff’s time that could be better spent helping others’ needs on library related problems. A simple clean cut off is required. Staff may be able to step aside to help someone else, or refer the rambling customer to another staff member. Politeness and professionality is key to customers’ needs, but staff must also keep in mind the issue of time management.

3.       Consistency at Service Points:

a.       Drinks on the floor: water only, and should be kept under the desk.

b.       Slow times during the day: Roaming can be done, books picked up and marked as used, customers can be helped on computers, books can be shelved.

c.       Voceras: Larger locations, such as Regional libraries, are recommended to get these to call for service or for manager help in emergencies.

4.       Open Discussion:

a.       Refrigerators should be cleaned out every Friday.

b.       Security cameras? : John has requested them, but Collier is unlikely to get them. Djuina mentions that consistent incident reports filed can help to solve this.

c.       Stat Sheets: Cyrano mentions that only he should be the one to make them. If one for the assigned day is not there, he should be informed.

d.       Air Quality binder is present at the front desk if anyone asks.

e.       Collection Development wand is on the way as well.

Staff Meeting July 11^th 2018

In Attendance: Melinda Campbell, Leona Hoegsberg, Eric Marques, Russ Wagner, Aric Jackson, Aysia Selders, Britney Scott, Cyrano Machey, Nguyen, Edith Partida, Nichole Lewis, Richard Ford, Kameshia Smith.

Substance Abuse Policy:  Everyone should read and sign the substance abuse policy.

Computer Help, One to One: This is any interaction between yourself and computer users needing help. Any questions you answer should be entered according to this policy, and will be posted to the intranet by Mary Hammond in the next few days.

Examples include “Where?”, “How?”, and “What?”  “Where do I find the cookbooks?”  “How do I use the public computers?”  “Where is the Houston Chronicle online?”

All staff should read this and utilize these criteria for determining daily stats questions. These do not include tax or language based questions, these are duplicate questions also included as reference questions. Tax questions include such examples as “Where do I find the tax forms online?” This is a reference question, but not actually a computer based question.

Likewise, informing users about internet safety is a reference question, but not a computer one-to-one question.

Pay Raise:  3% pay increase beginning July 1^st pay period.

Server Room: The door to the server room should be closed at all times during operating hours, and opened up at the end of the workday.

Collier Kudos and Open Discussion:  Russ, Eric, Kameshia, Edith, and Cyrano.

-          SRP prizes: Prizes including Astros tickets. Astros tickets are for tomorrow’s game, so these should be given out today. Also, family pack prizes should be recorded, but problems have arisen while doing this. 

-          Russ will be doing a training class today and tomorrow on using Mobile Circ and Hotspots during outreaches.

-          Nichole wants staff to give any ideas and money for July birthdays, to be placed on Britney's desk in the fish box.

-          Cyrano encourages people to answer phone calls even when not on front desk.

-          Britney refers to community outreach events and the new calendar for outreach schedules on the Collier Blog on the right side under Helpful Links. Anyone who wishes to help with these events should tell Britney and put their names on these.

-          Qless is still giving issues on appointments. We should check the customers’ phones for appointments and take them back to the PP office.