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Title: Reinforcing Service Expectations of Part-time Employees with Improved Training Methods: a Case Study
Authors: Jeanne Le Ber, Noelle Cranmer, Shelby Morris Mitra, Julie Quilter
Affiliation: Spencer S. Eccles Health Sciences Library, University of Utah
Abstract
Objective
The objectives of this poster are to:
- present an overview of an online course for training part-time assistants who staff the library’s front desk
- highlight the implementation of a quiz tool that has ensured accurate and efficient answers to patron questions
- demonstrate how the quiz tool has led to the revaluation of front desk policies and procedures and reinforced staff knowledge
- examine successes, lessons learned and future opportunities
Methods
The Public Services department is developing a front desk orientation and training module for part-time assistants in an online tool. A team of supervisors is creating the training material in Canvas – a learning management tool used by the University of Utah. In addition, a weekly quiz tool for evaluating part-time student expertise was implemented with sample questions supplied by all Public Services team members.
Results
The orientation/training tool, while still in development, is providing a structure for training new employees. This module also functions as a reference for confirming department policies and procedures. The supervisors review the answers to the weekly quiz exercises with each other and with the part-time desk assistants. This has resulted in all staff performing more confidently when answering patron questions.
Conclusions
Use of the Canvas tool for presenting training has been successful and has improved the operations of the department and the quality of service to patrons.