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Enhancing Library Services: Student Training & Secret Shopping Program at FL International University

Explore the impact of a multiphase student training program on library service quality through secret shopping. This study delves into training scenarios, assessments, and the evolution of reference service models. Findings reveal both positive feedback and areas for improvement in staff enthusiasm and customer satisfaction.

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Enhancing Library Services: Student Training & Secret Shopping Program at FL International University

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  1. TRAINING STUDENT WORKERS WHO HAVE BEEN SHOPPED FLORIDA INTERNATIONAL UNIVERSITY / HUBERT LIBRARY Sarah J. Hammill FLA Conference 2013

  2. What am I Talking About? • 3 Rounds of Secret Shopping • Student Training • Changing Reference Service Models

  3. Secret Shopping • 3 Rounds • Volunteers from campus • $5.00 Starbucks Card • All library employees notified about program • Assigned Questions/Likert-type questionnaire • Face-to-face or telephone • 23 volunteers

  4. Secret Shopping Round 1 9 f2f shoppers Self-perception of service Focus on customer service

  5. Secret Shopping Round 1 Findings

  6. x Bye Bye Reference Desk Staff Hello to more work for work-study students!

  7. Secret Shopping Round 2 2 f2f, 6 calls Referring ?s Level of questions? Focus on type of information received

  8. Secret Shopping Round 2 Results

  9. Secret Shopping Round 2 Results Decline in Staff Enthusiasm

  10. Secret Shopping Round 2 Results How much time did it take before you got the help you needed?

  11. Secret Shopping Round 2 Results How satisfied were you with the answer/information you got?

  12. Secret Shopping Round 2 Results How would you describe your experience at the library service desk?

  13. Student Training Program Scenarios Telephone Etiquette Homework Role Playing How to Find Books How to Find Articles 3-minute Rule Assessments Pre & Post Information Literacy & Critical Thinking

  14. Secret Shopping Round 3 Focus on quality & type of information received 5 f2f, 1 call Referring ?s Evaluation of student training program

  15. Secret Shopping Round 3 Results Were you referred to another person for help with your question? How many people helped you answer your question(s)?

  16. Secret Shopping Round 3 Results Staff Enthusiasm

  17. Findings & Anecdotes Gave high rankings on Likert but comments indicated otherwise Highlighted the positive / Deemphasized Negative “They did their best to help me even if they did not know the answer immediately.” “All the information I obtained makes me wish I had to do a paper on The Hilton.”

  18. Some Direct & Poignant Comments “Poor experience. Staff member was not helpful.” “Couldn’t really understand what he was saying.” “A horrible experience” “Employee needs to work on his phone etiquette.”

  19. Findings & Conclusions Training needs to expand to full-time employees Telephone Etiquette Seemingly easy questions have multiple layers Unreasonable Expectations?

  20. Welcome Back Reference Staff!

  21. THANK YOU!!! QUESTIONS? COMMENTS? SUGGESTIONS? Sarah J. Hammill hammills@fiu.edu

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