Web Site Competencies: Bringing Staff Along, All Staff

Since we've moved to a one-desk customer service it is really important that staff have a good idea of how to use the library's Web site. Staff typically place requests and search the catalog in the staff client (we at Maricopa use Polaris). So, when questions come in about renewing online and setting PINs, etc. sometimes the staff is not well prepared to instruct the customers.

A staff focus group formed to discuss promoting awareness of the library's electronic subscriptions pointed to staff training. More specifically the training of library assistants (circulation staff) in the databases. The expectation is not that the library assistants will be proficient at searching them (great if they do) but moreso an awareness that they exist. For the most part the databases, once customers have found them, are user-friendly. So, with staff input I've created a flowsheet of everything public service staff should know about.

It hasn't been tested yet, but I will try to get a copy of it posted here so you can use it, too. The flowsheet is intended for self-guided training and perhaps even a good tool for supervisors to use in performance evaluations.