Millennials in the Library: Today's
Student Library Worker
Customer Service Training for Student
Assistants in Public Services
Mangala Krishnamurthy
University of Alabama
AACRL workshop
Friday, October 7, 2005
Alabama Public Library Service
Montgomery, AL
The Rodgers Library for Science and Engineering
supports coursework and research in astronomy,
biology, chemistry, geography, geology, mathematics,
physics, engineering, nursing, and computer science.
This library remains open until 2am from Sunday—
Thursday for late night study.
Library’s Vision

University Libraries strives for
excellence in advancing the University's
teaching, research, and outreach
programs by anticipating information
needs, providing access to resources,
and promoting effective use of
information by students, faculty, and
staff.
Who’s Who

Library Staff
– John Sandy, Head
– Barbara Hedges, Reference Librarian
– Mangala Krishnamurthy, Reference Librarian
– Eloise Griffin, Library Associate, Student
Supervisor
– Annette Tinker, Library Assistant
– Shinora Walker, Library Assistant
– Vacant, Library Assistant
– Vacant, Library Assistant (Part Time)
– Student Assistants
John Sandy,
Head
Mangala Krishnamurty
Reference Librarian
Public Services
Eloise Griffin
Library Associate
Circulation
Vacant
Library Assistant
Circulation (Part time)
Annette Tinker
Library Assistant
Reference
Barbara Hedges
Reference Librarian
Technical Services
Vacant
Library Assistant
Shinora Walker
Library Assistant
Library Policies

Student Conduct
– Be friendly but do not become too personal with library
users.
– Greet all library users pleasantly.
– Under no circumstances should any statements be made on
the ability of other library personnel/users.
– Keep social conversation brief.
– Conversations with friends or other staff should cease in
mid-sentence when a user approaches.
– If you are busy helping someone at the desk and the phone
rings, answer the phone and ask the caller to please hold.

Display a positive and professional attitude
Phone Etiquette







Circulation desk phone is for BUSINESS only
Greetings
No personal calls from the Circulation desk
Phone
If you receive a call, Keep the call length to a
minimum
No Cell Phone usage at the Circulation desk
Turn off the ringer on the cell phone
Remember, you are at the public service point
Who are our Patrons/Customers?
Students
 Faculty
 Researchers
 Employees
 Visiting Scholars
 Community Members

Customer Service
3 A’s in Customer Service
 3 C’s in Customer Service
 High quality Service is the Goal
of Rodgers Library. We are
serious about it.
 You are the service provider
 Patrons comes first

Customer Service……cont’d
Treat Users of the Library as
Customers
 Give accurate and reliable information.
 We are accessible and easy to approach.
 Do it right and do it now-is the service
state of mind

What makes a customer
remember the service?
Friendly service with respect, interest,
and careful attention
 Flexibility - finding a way, even when
the need or request seems unusual
 Solving problems and making things
better

What makes a customer
remember the service?...cont’d
Admission of mistakes with sincere
apology and reaching out
 What do you want when you’re the
customer?-This may help us all to treat
our customers the way we want to be
treated!

Team Work
TEAM=Together Everyone Achieves
More
 We are a team in this library
 A staff of 8 and 16-18 student
assistants.
 Fish Philosophy

Summary
Reiterate
 Wrap-up
Q&A

“Coming together is a beginning, staying
together is a process, and working
together is a success.” – Henry Ford
University Libraries' Student
Appreciation Day
References & Readings

William K. Black. Libraries and student assistants : critical links.
New York : Haworth Press, 1995.

Kathman J.M. and Kathman M.D. “What difference does diversity
make in managing student employees.?” College & Research Libraries
59.4 (1998) 378-89.

Gorman, Audrey. Accessibility, Diversity, and Customer Service.
Webcast, 2003 <http://www.accessall.net/events.html.html>

Fred Pryor Seminars. How to Deliver Exceptional Customer Service.
<http://www.pryor.com/index_Body.asp>

Barden Ronald. “They Are Employees, After All.”, Educause
Quarterly. 2, 2004
<http://www.educause.edu/ir/library/pdf/eqm0420.pdf>

Hasty, Douglas. “Student Assistants as Library Ambassadors: A
Specialized Customer Service Training Program.” Poster
Presentation. 1999 ALA Conference, New Orleans,LA
<http://www.fiu.edu/~hastyd/poster99.html>