Tuesday, January 06, 2009

Appear Smarter to Your Patrons

I've enjoyed reading about the neat things Brian has been doing with ARL statistics and LibQUAL+ data. Recently he took the LibQUAL+ data and correlated student perceptions of customer service between "knowledgeable" and "caring/courteous." Basically, does being friendly in your patron interactions make you appear more knowledgeable to a student than if you are old grump? Yes, this does appear to be the case. So maybe we should add to our resolutions this year: genuinely care about student needs, spend the time to understand what it is they need, be more considerate of students in general (but hopefully we were doing these things already).

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