Customized Workshops & Services for Libraries
Library Roving Service
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On Wednesday Feb. 24th I will be presenting a Pre-Conference Workshop at the Ontario Library Association Super Conference.
Workshop Title: Best Foot Forward: Pro-active Service and Roving 2.0
Date/Time: Wed. Feb. 24th, 2010, 9:30 AM – 4:00 PM
Location: Metro Toronto Convention Centre, 255 Front St. West, Toronto Ontario
Fee: OLA members $125, Non-Members $165
Register via the Ontario Library Association at http://www.accessola.com/ola/bins/content_page.asp?cid=5
Workshop description:
Best Foot Forward: Pro-active Service and Roving 2.0
The use of roving reference has been in practice in libraries for several years and much has been learned. As one of the pioneers, Joan has travelled to the United States, Australia, and throughout Canada, leading libraries in their implementation of the concept.
In this new 2010 version of her practical and entertaining workshop, Joan reveals what libraries have shared with her about the most common challenges they face when trying to implement roving. More importantly, she will share updates on the latest and best tips, practical approaches, tools, and solutions she has seen libraries use to overcome their challenges.
You will walk away with
1. Current, practical approaches, tips and techniques
2. Common obstacles and pitfalls, and how to avoid them
3. Answers to your own specific questions about roving reference in your library
4. A comprehensive list of URL’s of pertinent articles, presentations, white papers, and more
Over the past 6 and 1/2 years, in Roving workshops with over 1200 Library managers and staff, I have found that people commonly need clear answers about some important questions before they can successfully implement Roving. Our Pro-active Service and roving Workshops address all these questions, and much more.
I have summarized the most common of these “frequently asked questions” for you in the following list.
“10 FAQ’s To Answer For Smoother Roving implementation”
1. Why is this important? (What is the objective? How does it link to our Vision, Mission, Goals?)
2. Who will be Roving? (which roles, positions, departments, branches, F/T/ P/T)
3. When should I rove? • Will there be a schedule, or will it be just a percentage of my shift, or will it be just at my discretion? • If there are to be shifts…how long will a roving shift be?
4. Where do I rove?
• Just in my department?
• On this floor only? Other floors?
• Beyond the Library walls?
5. How do I rove?
• What if there is no one else staffing the desk? Can I leave the desk empty?
• Do I have to do my roving time in one “chunk”?
• What if there are no patrons in the department?
• How do I deal with multiple customers or answering phone calls?
• How do I deal with questions outside of my departmental or role related expertise?
6. What tools or support will be provided to help me rove?
a. INFORMATION
i. Trends affecting libraries
ii. Other libraries’ approaches
b. TECHNOLOGY AND OTHER TOOLS
i. Computer Technology (i.e. Notebook computers, PDA’s etc.)
ii. Communication devices (i.e. Vocera, Walkie-Talkies, or portable phone headsets etc.)
iii. Clipboards, “Tick sheets”
iv. Identification (i.e. badges) c. TRAINING i. Roving Training ii. Pro-active Service (at a desk; in stacks(pages/shelvers), at Ciric. desk) iii. Cross training d. COACHING i. Managers participating and/ or demonstrating roving ii. Dialogue, Feedback (i.e. from Co-workers, Managers and/or from Patrons?)
e. REINFORCMENT / SUPPORT
i. What follow-up will there be?
ii. Practice sessions
iii. Other support (i.e. Reminders, posters, newsletters, staff meetings)
f. TWO-WAY COMMUNICATION
i. Committees of representatives of supervisors and staff
ii. Dialogue, what’s working, what’s not, solutions. Make it part of every staff meeting agenda
7. How can I get my other work done? Will Managers help by scheduling off-desk work or automating, eliminating or re-assigning other tasks/priorities
8. What if there is no one else staffing the desk?
9. What if there are no patrons in the department?
10. Do I have to do my roving time in one chunk??
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