Quality Team Minutes Sept. 6, 2006

In Attendance: Barbara, Crystal, Emily, Michele

Emily reviewed current and past initiatives to improve service quality.

• Caleb has posted transcripts on the Buzz at http://www.oregonlibraries.net/buzz∞ and encouraged librarians to rate outstanding transcripts.
• Librarians have been encouraged to hold in-person evaluation transcript sessions.
• Emily and Caleb have communicated with OCLC about problem transcripts by QP Backup staff and Cooperative librarians.
• Emily monitors transcripts of new L-net librarians and provides feedback
• Emily has begun reviewing one shift per week on a rotating schedule. The basis for evaluating scripts is the Service Philosophy http://www.oregonlibraries.net/philosophy∞.

Emily suggested the Quality Team provide librarians a positive balance to the corrective feedback she gives. Ideas of how to do that

• On a regular basis highlight outstanding transcripts to be posted on L-net staff website and emailed to L-net listserv
• Encourage listserv discussions by posing questions about how a particular situation could have been handled better

There appears also to be a need for improvements in the quality of email transcripts.

Goal:
By Oct. 6 team members will identify outstanding transcripts. An outstanding transcript should follow the best practice guidelines, establish rapport with the patron, and give a good answer. Team members will use transcripts on the Buzz and will discuss them among themselves via email.

Housekeeping

• We will meet on the first Wednesday of every month if there is an agenda
• Each of us will commit to serve on the team for at least 6 months
• We will use the Wiki to post minutes of our meetings
• Committee members will alphabetically rotate note-taking and posting responsibilites

Agenda items for next meeting - Wed. Oct. 4th, 2:00 - 3:30

• Discuss ways to focus training sessions on quality for experienced L-net librarians
• Identify outstanding transcripts
• Discuss if we should post criticisms of transcripts