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April 24, 2007
Netguides update: trained and working
I was able to finish training the Netguides back in February and March, which included an overview of the program, customer service training, and an overview of our database and web site resources that the Reading Public Library. I've uploaded the customer service training slides to SlideShare, to try out the service. I might continue to upload stuff there from my other presentations (on a Creative Commons Attribution-NonCommercial-ShareAlike 2.5 license). However, if you don't have the bandwith to use SlideShare, send me email, and I can send you a file format that would work for you.
So far, everything is super for a first time run of the program. I experimented with the on-call shift hours by moving them around a bit for the first month, and with some help from my boss, we've decided that on-call shifts should always happen on specific days (we picked Wednesday nights and Saturday afternoons), so that if someone doesn't want to make an appointment, they can just come back later.
Having the Netguides in the computer classes has been *excellent*. In the Geek Out, Don't Freak Out class, almost everyone has a helper (or a helper they share), which moves the class along nicely, but still keeps it chatty and social between patrons. In the computer classes, which only seat 6, I have 3 Netguides, one between each two seats. It's a bit noisier (I need to work on training them on being a bit quieter so that I can continue talking when they are helping someone), but overall, it's been great for the patrons, and again, it moves the class along better instead of having Marie and myself running up and down the class to help different people.
When I first put out the appointment request bookmarks (an idea I borrowed from the Russell Library in Middletown, CT), I hadn't done an advertising push, I just put them out to see what would happen. I got 4 requests. After I introduced the Netguides in my first class, and mentioned they would be available by appointment, I had 12 appointment requests to place, and the requests keep coming. I've also created a Netguides page on the library web site, complete with an appointment request form, so that librarians and patrons can use the form to email appointment requests directly to me.
It's been challenging, but in a good way. I'm:
- Managing 12 student volunteers
- Scheduling appointments, shifts, and class assignments
- Keeping track of Netguide availability
- Getting feedback from patrons and the Netguides in the form of evaluations
- Wishing I had more time to do it all, between desk shifts, teaching classes and class prep, computer troubleshooting madness, and continuing education
More later!
April 24, 2007 8:05 AM