Most recent edit on 2006-09-18 11:26:40 by EmilyPapagni
Additions:
Agenda items for next meeting - Wed. Oct. 4th, 2:00 - 3:30
Deletions:
Agenda items for next meeting
Edited on 2006-09-06 16:54:17 by EmilyPapagni
Additions:
- Emily and Caleb have communicated with OCLC about problem transcripts by QP Backup staff and Cooperative librarians.
- 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∞.
- On a regular basis highlight outstanding transcripts to be posted on L-net staff website and emailed to L-net listserv
Deletions:
- Emily has communicated with OCLC about problem transcripts by QP Backup staff and Cooperative librarians.
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)∞.
On a regular basis highlight outstanding transcripts to be posted on L-net staff website and emailed to L-net listserv by Caleb
Edited on 2006-09-06 16:43:14 by BarbaraO
Additions:
In Attendance: Barbara, Crystal, Emily, Michele
Emily reviewed current and past initiatives to improve service quality.
- Emily has communicated with OCLC about problem transcripts by QP Backup staff and Cooperative librarians.
- 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)∞.
- On a regular basis highlight outstanding transcripts to be posted on L-net staff website and emailed to L-net listserv by Caleb
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
- Discuss ways to focus training sessions on quality for experienced L-net librarians
- Identify outstanding transcripts
- Discuss if we should post criticisms of transcripts
Deletions:
In Attendance: Barbara, Crystal, Emily, Michele
Emily reviewed current and past initiatives to improve service quality.
- Emily and Caleb have communicated with OCLC about problem transcripts by QP Backup staff and Cooperative librarians.
- 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∞.
- On a regular basis highlight outstanding transcripts to be posted on L-net staff website and emailed to L-net listserv
Edited on 2006-09-06 16:37:45 by EmilyPapagni
Additions:
- Emily and Caleb have communicated with OCLC about problem transcripts by QP Backup staff and Cooperative librarians.
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∞.
On a regular basis highlight outstanding transcripts to be posted on L-net staff website and emailed to L-net listserv
Deletions:
- Emily has communicated with OCLC about problem transcripts by QP Backup staff and Cooperative librarians.
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)∞.
On a regular basis highlight outstanding transcripts to be posted on L-net staff website and emailed to L-net listserv by Caleb
Edited on 2006-09-06 16:31:33 by BarbaraO
Additions:
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 by Caleb
Encourage listserv discussions by posing questions about how a particular situation could have been handled better
Oldest known version of this page was edited on 2006-09-06 16:27:27 by BarbaraO []
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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 has 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)∞.