eXcellence in eReference

Heather Lausten, Dana Shreve, Dave Wildermuth

Grand Canyon University 

Nov. 15, 2013

Introductions

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

Introductions

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

Introductions

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

Grand Canyon University

• 40,000 online students• 8,000 ground students• Expanding ground campus

(additional location)

GCU LibraryOpen 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

Turnaround time

Jan Feb Mar Apr May

Jun Jul Aug Sep Oct Nov Dec0:002:244:487:129:36

12:0014:2416:48

Average Response Time

2012 2013

2013

2013

17%

8%

9%

3%

21%

0%1%

29%

8%

3% 1%

January - June Individualized Research Assistance by Subject

GeneralBusinessChristian StudiesCounselingEducationFine ArtsHumanitiesNursing & Health SciencesPsychologySocial SciencesSciences

2013

30%

7%

12%

2%

28%

17%

2% 2%

January - June Directional by Subject

General+Basic

Access

APA

Circulation

Computer

InterLibrary Loan

Textbook

Transfer

2013

16%

18%

55%

5%0% 1% 3% 1%

January - June Reference Assistance by Patron Level

Doctoral StudentGraduate StudentUndergraduate StudentUnknownAlumniFacultyStaffCommunity

2013

Number of interactions (all modalities)

January – June - 23,357July – September - 14,858

How do we do it?

Weekly meetingsTrainingPracticeTeamworkExceptional customer service

Customer Service in eReference

Three Truths about Customer Service

Good Customer Service is the Expectation.

If their experience is good, they might tell someone.

If their experience is bad, they will tell everyone.

The Customer is Not Always Right.

However…

The Customer is Always the Customer.

Every Customer Deserves Your Best.

Treat every customer as though they are the most important person you will serve that day.

How to Make Every Reference Experience the Best It Can be

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

Quick Survey

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!)

Who are you? What They See

Assumptions:◦Blocking the Way◦The Enemy/Culprit◦An Expert◦Savior

What is in the way?

Lack of informationLack of resourcesLack of skill/knowledgeAnother party (person, group,

thing)Themselves (emotions, bias,

stubbornness)

How to HelpIdentify the need

◦How? They tell you You know from experience You perceive it

Eliminate barriers to the need◦Some tips

Aggravation, Frustration, and Tears

Don’t let these be yours!

A person in need is already in a heightened emotional state

Bring it Down- Controlling Emotions

Set the Stage◦Good attitude◦Listen◦Affirmative language◦A promise of good customer service◦Develop rapport

Fulfilling the NeedDeal with the most obvious

problem first

Evaluate how to help◦Give it to them◦Teachable moment◦Redirect

But They’re Still:CryingYellingMean

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

What is their state?

Solving in the Electronic mediumLanguage!

◦Never say “Calm Down”◦Positive language◦Tone

Don’t Give them Rope◦Emphasize don’t Agree◦Redirect/Focus on solving issue

The Challenge:“Hot Calls”

10% instruction, 90% therapyIrateTherapy callsDistractedDiscouragedImpededConfused