eXcellence in eReference

1. eXcellencein eReference Heather Lausten, Dana Shreve, Dave Wildermuth Grand Canyon University Nov. 15, 2013

2. Introductions • Heather Lausten • ~Curriculum Librarian • Responsible for integrating library resources into the online classroom

3. Introductions • Dave Wildermuth • ~ Reference Librarian • Responsible for answering reference inquiries via e-mail, phone, chat and in-person

4. Introductions • Dana Shreve • ~Reference Manager • Responsible for overseeing reference inquiries • 8 Reference Librarians • 4 Library Supervisors • 40 Student Workers

5. Grand Canyon University • 40,000 online students • 8,000 ground students • Expanding ground campus (additional location)

6. GCU Library • Open 99 hours (expanding to 113) • Hours: Mon-Fri 7a-10p, Sat-Sun 10a-10p (expanding to midnight Sun-Thur.) • Services • Phone – incoming calls all open hours • Email – answered within 24 hours and during open hours • Chat – M-F 9a-4p (up to 2 chats at a time) • In-person – all open hours, on demand • Library instruction

7. Turnaround time

8. 2013

9. 2013

10. 2013

11. 2013

12. 2013 Number of interactions (all modalities) • January – June - 23,357 • July – September - 14,858

13. How do we do it? • Weekly meetings • Training • Practice • Teamwork • Exceptional customer service

14. Customer Service in eReference

15. Three Truths about Customer Service

16. Good Customer Service is the Expectation. If their experience is good, they might tell someone. If their experience is bad, they will tell everyone.

17. The Customer is NotAlways Right. However… The Customer is Always the Customer.

18. Every Customer Deserves Your Best. Treat every customer as though they are the most important person you will serve that day.

19. How to Make Every Reference Experience the Best It Can be

20. Quick Survey • When you need help/don’t have an answer are you likely to: • Give up • Work at it until I figure it out, even if it takes years • Push myself until I’m frustrated enough to call for help • Ask for help immediately

21. Who Are You Talking To? • Assumptions: • Someone with a need (embarrassed, state of need is volatile, always comes with emotional baggage) • Someone frustrated (It doesn’t exist- this system sucks) • Has tried already (tried for FIVE DAYS!)

22. Who are you? What They See • Assumptions: • Blocking the Way • The Enemy/Culprit • An Expert • Savior

23. What is in the way? • Lack of information • Lack of resources • Lack of skill/knowledge • Another party (person, group, thing) • Themselves (emotions, bias, stubbornness)

24. How to Help • Identify the need • How? • They tell you • You know from experience • You perceive it • Eliminate barriers to the need • Some tips

25. Aggravation, Frustration, and Tears • Don’t let these be yours! • A person in need is already in a heightened emotional state

26. Bring it Down- Controlling Emotions • Set the Stage • Good attitude • Listen • Affirmative language • A promise of good customer service • Develop rapport

27. Fulfilling the Need • Deal with the most obvious problem first • Evaluate how to help • Give it to them • Teachable moment • Redirect

28. But They’re Still: Crying Yelling Mean

29. What is their state? • Black Belt Librarian says follow your ABCCs: • A= Anxious: Not abusive but clearly upset • B= Belligerent: Increasingly hostile. May be cursing the situation, but not you personally. May be calling you fairly innocuous names. • C= Control, Out of: Yelling, Disruptive, Cursing you Directly • C= Calm

30. Solving in the Electronic medium • Language! • Never say “Calm Down” • Positive language • Tone • Don’t Give them Rope • Emphasize don’t Agree • Redirect/Focus on solving issue

31. The Challenge: “Hot Calls”

32. 10% instruction, 90% therapy • Irate • Therapy calls • Distracted • Discouraged • Impeded • Confused