Notes from July meeting

Lisa took these notes in July 8th meeting:
Attending: Kathleen, Ian, Charlotte, Jan, Barb, Elizabeth H & Ian
Note: it was suggested that we need a representative from the Children's and Bookmobile departments.
Every staff member should have a staff handbook; every department should have a policy and procedure manual.
Look at the section that pertains to your dept and think about changes needed
Look at the section from a customer service point of vie (both internal and external) how can we meet/exceed customer expectations...what are those expectations...what tools and training do we need to fulfill those expectations.
Look @ other library systems
Look @ our own library branches policies and procedures
Additional sections to think about:
Security...steps to banning, etc.
Marketing/Social Media
Dress code...we talked about uniforms, branding tagline...logo...It was suggested that we get a consultant
Customer service guidelines...look @ Starbuck's guidelines
What basic tools and training do we need to fulfill those expectations?
Basic Reference training for all public service staff
IT Dept. requested more training opportunities
Empowering staff to make decisions
Owning the customer serive experience from beginning to end
Technology...self checkouts that work...Cassie the alternative to SAM...ebook training for all public service staff...DVD dispensers...RFID
treatment of customers (external & internal)
atomosphere
roving reference
self-pick up for holds
programs
fines/max per item
social media as marketing
no logs...turning no's into yesses
list serves...history/business/programming
Kathleen is creating a policies and procedures blog. We will meet in a month.