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Change Management Resource Portal: Library Staff

Good Customer Service for Front-Line Staff

Providing good customer service can be frustrating when you're working with a completely new system, especially if that system is not functioning as expected!  Below are some strategies for dealing with the stress that moving to ALMA may cause as you're working with patrons on the front-lines.

Resources

Techniques

  • Focus on the positive; avoid dwelling on the negative
  • Take responsibility for your stress
  • Just chill 
  • Accept you've done your best
  • Talking with someone you trust about what you're feeling.
  • Asking your supervisor for the protocol to report system malfunctions--become part of the solution!
  • Using your breaktime to unwind--do something that you enjoy and that helps you let go of the stress if only for a few minutes.
  • Staying in the present--don't spend too much time thinking about how it used to be, or what it might be like tomorrow.
  • Trying abdominal breathing and muscle relaxation excersises if your having an especially stressful moment or day.

 

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Organization for Library Staff

RESOURCES

Alma Training Plans: Each campus created a plan for training their staff. If you have access to the Alma wiki, consulting training plans of campuses similar to your own is a great way to organize your training efforts.

Alma Communication Plans: Each campus is creating a plan for rolling out communication to their local patrons. If you have access to the Alma wiki, consulting communication plans of similar UW campuses is a great way to organize your communication efforts.

TECHNIQUES

Directors/Supervisors need to think about how they will integrate change into STAFF GOALS. Here are some suggested phrases that could be used to get staff thinking about preparing themselves:

  • Become proficient in the xxxxxxx (cataloging, acquisitions, fulfillment, resource sharing) component of ALMA by the beginning of the fall semester.
  • Become skilled in the tools and resources that Alma provides by the end of the year.
  • Become adept at the new processes and rules that need to be followed with Alma and follow them with all transactions.

 

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Training for Library Staff

RESOURCES

TECHNIQUES

  • Create and analyze the ILS wishlist features at the local campus that staff have accumulated over the years and demonstrate areas in which Primo/Alma will accomplish some of these things. This helps staff focus on the positive.

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