University Alberta Libraries Staff Perceptions of ...

University Alberta Libraries Staff Perceptions of Fluctuating Level of Service Demand and Responding to Multiple Modes of Service Frame: Dear U of A Libraries Public Service Staff Member: As you know, we started to gather statistics about public service transactions last fall. These statistics paint part of the picture of the services we provide. In this survey, I am asking you to share your experiences of service demand levels in order to use our collective experience to gain a better understanding of public service work. Your participation in this survey is voluntary and you are free to choose the extent to which you contribute. The combined responses of all participants may highlight training needs and suggest possibilities for the improvement of our service model. By completing this survey, you are providing your informed consent to participate in this research project. Please contact [email protected] with any questions about the survey and its intended uses. Your responses will be completely anonymous. Individual responses will be kept confidential. The purpose of this study is to collect a body of knowledge from those who provide public service at the University of Alberta Libraries, and then to conduct a content analysis of all responses in order to identify emergent themes. I may quote brief excerpts from individual responses for the purposes of training or reporting of findings. Only responses which contain no identifying information of public service staff, patrons, or individual unit libraries will be reported as examples. Survey Monkey will not record your IP address when you fill out and submit the survey. The plan for this study has been reviewed for its adherence to ethical guidelines by a Research Ethics Board at the University of Alberta. For questions regarding participant rights and ethical conduct of research, contact the Research Ethics Office at (780) 4922615. Thank you very much for your time and help.

Lindsay Johnston, Public Services Manager & Subject Librarian Rutherford Humanities & Social Sciences Library and Weir Law Library University of Alberta, Edmonton, Alberta [email protected]

CLA Annual Conference │ Service Demand Perceptions Survey May 30, 2014

Definitions:

Service Demand: Library patrons asking for assistance through any mode (in-person, phone, instant messaging/texting) from staff members at a library service desk. This includes all forms of interactions with library patrons, such as circulation, reference, directional, computing, technical, personal needs and inquiries, etc.

High Service Demand: In a situation of High Service Demand, multiple patrons need help from public service staff at the same time. This type of situation may be typified by in-person line-ups, overlapping in-depth questions, or overlapping or simultaneous requests for service through more than one mode of service at a time.

Mode of Service: A Mode of Service refers to the medium through which the service is provided. We provide service through five modes at our service desks: •

• • •

•

In-person or Face to Face: Patron is present in the library and goes to the service desk, or asks a public service staff member for assistance when observing the staff member assist others at computing stations, in the stacks, etc. Phone: Patron contacts staff at the service desk by telephone. Chat or Instant Messaging (IM): Patron contacts service desk staff using the chat window provided on our web pages and library guides. Texting (SMS): Patron contacts service desk staff using the texting app on a personal device (smart phone or tablet). We provide this service through the same interface at the Chat service. Email: Patron contacts public service staff by email. Email differs from the other modes of service because it is an asynchronous mode of communication (emulating letter writing, rather than a real-time conversation). While we seek to provide timely responses to email questions, email questions do not have the same kind of impact on service demand as the four synchronous modes. Email is often introduced as a useful mode of communication to complete or refer requests for service that begin as in-person, phone, chat, or texting transactions.

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1. Are you: UAL Libraries NASA or Academic staff member 71 (95%) UAL Libraries student employee 4 (5%) 2. How do you feel when there is a line-up at the service desk? Please provide up to five words that describe how you feel: Anxious (10) Rushed (10) Excited (6) Pressured (6) Busy (5) Hurried (5) Energized (4) Focused (4) Happy (4) Stressed (4) Confident (3) Fine (3) Frustrated (3) Needed (3) Useful (3) Calm (20 Competent (2) Concerned (2) Engaged (2) In control (2) Manageable/Managing (2) Neutral (2) Surprised (2) Tense (2) Valued (2) able agitated alert Anticipation

assured aware aware that I should maybe shorten my responses bothered Challenged Concentrated conflicted contented delighted determined disorganized Driven employed flustered fortunate have a purpose High-Energy measured messy mildly anxious more efficient motivated multitasking nervous non-plussed normal not anxious not stressed

on task organized overjoyed patient pleased Positive Prepared productive Resignation satisfied by demand for the service short-staffed Should handle the transaction quickly. slightly anxious Slightly Nervous slightly pressured slightly tense sorry stressed (but in a positive way) sweaty time pressured understaffed unhappy unsupported (sometimes) wait Watchful worried

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3. How do you feel when there are one or more people waiting when you are responding to an in-depth or time-consuming question? In-Depth. Anxious (13) Rushed (12) Stressed (6) Pressured (4) Confident (3) Frustrated (3) Tense (3) Calm (2) Concerned (2) Distracted (2) Hurried (2) Impatient (2) Juggler (2) Multi-task (2) Neutral (2) Uncomfortable (2) able agitated / excited Bad model bothered busy Cajoled calm can't deliver quality service Challenged communicative competent constrained De-professionalized

disorganized thoughts distributed Easily frustrated email back empowered engaged Feel I should hurry. fine guilty In charge irritated low stress managing mix up info Need more competent staff need more staff needed not-stressed Observant OK--they will have to wait organized overwhelmed patient Positive quick question? request backup Resigned

resourceful Scattered sense of purpose slight stress stretched torn Triage Nurse-like under pressure to provide answers quickly understaffed unhelpful/not providing good service unsure if I should continue answering the indepth question or quickly serve other people if requests are simple useful Valued by patrons Very anxious Very stressed Welcoming Wishing for help worried

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4. What do you do to deal with line-ups at the service desk? In your description, please explain how this situation affects your feelings and your actions. Occurrence of specific Emotion Words Applied to Responder in Open Response: Stressed / Stressful (4) Rushed / Rushing / Sense of Urgency (3) Confindent / Confidence (3) Not anxious (3) Anxious (2) Calm (2) Not concerned (2) Afraid Concentrated Don’t feel as pressured, smile Don’t feel stressed

Efficient Harrassed Helpless Hurry / Hurried Needed Not affected Polite Positive Professional Respect Try not to get distracted by line-up Valued

Occurrence of specific Emotion Words or Phrases Applied to Library User(s) in Open Response: Ignored (2) Not ignored (2) OK with triage (2) Understood / Understanding (2) Afraid that they will think we are rude Face-to-face interactions are still important and people still value them Happier (if line gets shorter faster) Impatient, annoyed It's important not to make people with long questions feel they are importuning us Patient Sympathetic

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CLA Annual Conference │ Service Demand Perceptions Survey May 30, 2014 What do you do to deal with line ups at the service desk?

I focus on helping the person up first as quickly as possible, and tell the others to please be patient and I will get to them shortly. Not much else I can do. Managing multiple demands is a fact of life for public service work and doing this effectively makes me feel like I am doing my job. I do feel slightly stressed and that the services are compromised.

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CLA Annual Conference │ Service Demand Perceptions Survey May 30, 2014 What do you do to deal with line ups at the service desk?

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5. How do you feel when you need to respond to patrons through more than one mode of service at a time? (in-person, chat/texting, phone). Please provide up to five words that describe how you feel. Stressed (9) Rushed (8) Frustrated (6) Anxious (5) Busy (4) Focused (4) Distracted (3) Engaged (3) Pressured (3) Confident (2) Energized (2) Priorties/Prioritize (2) Scattered (2) Stretched (2) Tense (2) a bit anxious agitated Alright Annoyed apologetic bothered calm Capable Chat may have to come last--let them know it's busy Competent confused Deal with the inperson request. disorganized distributed (not a negative connotation)

don't do any of the qustions justice Efficient Embarrassed feel don't have the time to provide the best service Fine flexible flustered frustrated sometimes happy - that our services are being used hard to shift focus sometimes Harried have to make a judgement call for what is first hurried In control in person comes in first interupted low anxiety, because of the noises low stress Misunderstood multi-tasked Need to prioritize Nervous ninja non stressed

normal overload Overwhelmed panicked Part of multi-tasking person standing there gets top priority Positive Prepared put on hold reliable resourceful short slightly pressured slightly tense Sometimes overwhelmed Somewhat anxious somewhat overwhelmed standard stimulated superstar (for 3. & 4.) when I can juggle all well, achieving a measure of success in all transactions Tired Underappreciated valued by patrons vet

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6. What do you do to deal with high service demand from more than one mode of service at a time? In your description, please explain how this situation affects your feelings and your actions. Occurrence of specific Emotion Words Applied to Responder in Open Response: Stressed (8) Calm (4) Frustrated (2) Awkward Confident Distracting [chat bong is distracting]; informative; feel intellectually engaged Efficient Fatigue Flustered Guilty Like i'm juggling and sometimes lost what I'm doing

Overwhelmed / Overwhelming (2) Polite (2) Approachable / Open Not affected Not anxious Panicked Positive Pressured Resentful Respectful Rushed / Rushing / Sense of Urgency Valued

Occurrence of specific Emotion Words or Phrases Applied to Library User(s) in Open Response: Not ignored (2) Ok with triage (2) Apologize for interrupting / feels like he/she is interrupting Patient Stressed Understanding

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CLA Annual Conference │ Service Demand Perceptions Survey May 30, 2014 What do you do to deal with high service demand from more than one mode of service at a time?

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If people have to wait for a bit, then they have to wait. But, I don't like doing that. The biggest struggle is dealing with your own guilt. You want to help everyone and you can't. sometimes feel frustrated by the limitations of Chat when asked an In-depth reference question

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looking up as people pass by the desk, by saying hello to people The people on chat are used to delay times so they are not going to be bothered by waits in their service, the way in person people will. refer in-person patron to a colleague who is free while I'm on chat I tend to deal with first come first served but prioritize in-person over other service points. you can chat online and talk on the phone at the same time.

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“The user is front of you is always the one that seems to be in the forefront. But, the user on chat is also very important to deal with in a quick manner. The phone can be left to go to the voice mail and picked up once the desk slows down. We need to keep calm and make the user feel that their question no matter what mode they are using is important to us.” - Quote excerpt from Staff Perceptions Survey

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7. How do you feel during stretches of no demand for service at the service desk? Please provide up to five words that describe how you feel. Bored (14) Relaxed (14) Calm (7) Fine (6) Useless (3) Content (2) Lonely (2) Prepared (2) Productive (2) Relieved (2) alert attentive aware better use of time busy with other projects Can tidy up around the desk catch up time Comfortable Contemplative Conversational Creative Curious decoration DEPRESSED downtime Eager to get some other work done! Ecstatic efficient Enthusiastic

Feel great--can catch up on other work feel my reference skills get rusty Freed Friendly frustrated frustrated there are not more questions Give desk staff more to do in quiet times Great happy to work on something else Inattentive independent like i can catch up on my other responsibilities / tasks like i can do a sweep of the library and see what's happening around me like i can practice on databases like i can test our libguides for future help Like multi-tasking

Like tidying/organizing missing patrons must keep busy Need variety normal not useful Peaceful quiet Quit centralizing tasks ready resourceful Somewhat bored (not always) Stale time goes by slowly to be expected with the academic year unable to be productive Unchallenged Unimportant unstressed UNWANTED use the time for other work and learning Wonderful worried Zoned out

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8. What do you do to deal with stretches of no demand for service during your shifts? In your description, please explain how this situation affects your feelings and your actions. Occurrence of specific Emotion Words Applied to Responder in Open Response: Not concerned (3) Approachable/Open (2) Not affected (2) Not bored (2) Relieved (2) Tired (2)

Felt good Happy Neutral Productive Relaxed Tedious

Occurrence of specific Emotion Words or Phrases Applied to Library User(s) in Open Response: Apologize for interrupting / feels like he/she is interrupting (4) Anxious Perhaps students don’t feel pressured when it isn’t busy? Unwelcome

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CLA Annual Conference │ Service Demand Perceptions Survey May 30, 2014 What do you do to deal stretches of no demand for service during your shifts?

Make eye contact and smile with patrons entering library (often results in a question they were thinking of asking). important that there is always a human presence

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CLA Annual Conference │ Service Demand Perceptions Survey May 30, 2014 What do you do to deal stretches of no demand for service during your shifts?

I always feel like we should have signs on the desk that say "We may look busy but we're just keeping ourselves occupied until someone asks us a question! So please approach us!" or something. When the service desk is slow I multitask other duties that are assigned to me. I also like to socialize with my colleagues which makes me feel happy and I think makes the desk look more inviting and approachable if the staff are smiling and having fun. Use it as a chance to catch-up on work matters with colleague on desk since it is the one time that many of us have to interact. Ask questions and explore procedure with colleague on desk... see what patrons are doing (not spying, just getting a sense of what library is used for). Make eye contact and smile with patrons entering library (often results in a question they were thinking of asking). Explore subject-related topics. I look for things to do form bonds with my colleagues by discussing work issues, concerns and life in general. It's important during the less busier times to get to know your colleagues both professionally and personally. Sharing a shift with someone reinforces your acquaintance and fosters teamwork. Although I really enjoy customer service, I feel relieved when I get a little break so that I can recompose myself and check in on my surroundings. Actually see what's going on in the library

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What do you do to deal stretches of no demand for service during your shifts?

“I have plenty of other work I can do during slow times on the desk. It is very hard to estimate when these times will be, so I don't go to the desk expecting to get anything done.” - Quote excerpt from Staff Perceptions Survey

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Please describe a recent situation in which you faced one of the scenarios described in the previous questions. Please select one of these four scenarios and then describe your experience

9. Please rank the levels of service demand during your shifts.

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CLA Annual Conference │ Service Demand Perceptions Survey May 30, 2014 Bibliography Queueing Theory Beranek, Lea G. "A Method of Predicting Queuing at Library Online PCs." Australian Academic & Research Libraries 37.4 (2006): 260-72. Print. Gorney, Leonard. Queueing Theory: A Problem Solving Approach / Leonard Gorney. Princeton, N.J. : Petrocelli Books, c1981], 1981. Print. Gross, Donald. Fundamentals of Queueing Theory / Donald Gross ... [Et Al.]. Hoboken, N.J. : Wiley, c2008; 4th ed, 2008. Print. Mansfield, Jerry W. "Human Factors of Queuing: A Library Circulation Model." Journal of Academic Librarianship 6.6 (1981): 342. Print. Morse, Philip M. Queues, Inventories and Maintenance: The Analysis of Operational Systems with Variable Demand and Supply. New York: John Wiley & Sons, 1958. Print. Nicholson, Nigel, et al. The Blackwell Encyclopedic Dictionary of Organizational Behavior. Cambridge, Mass: Blackwell, 1998. Print. Resazzi, J. J., John J. Regazzi, and R. M. Hersberger. "Queues and Reference Service: Some Implications for Staffing." College & Research Libraries 39 (1978): 293-8. Print. Terbille, C. "Queuing Theory and Reference Transaction." Reference Services Review 23.3 (1995): 75-84. Print.

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CLA Annual Conference │ Service Demand Perceptions Survey May 30, 2014 Research Methods: Handbook of Survey Methodology for the Social Sciences [Electronic Resource]. New York, NY: Springer, 2012. Print. Kesselman, Martin A., and Sarah B. Watstein. The Measurement of Reference and Information Services. 13 Vol. 1987. Print. Krippendorff, Klaus. Content Analysis: An Introduction to its Methodology. 3rd ed. Los Angeles: Sage, 2013. Print. Langdridge, Darren. Phenomenological Psychology: Theory, Research and Method. Harlow: Pearson Education, 2007. Print. Miller, Jonathan. Quick and Easy Reference Evaluation: Gathering Users' and Providers' Perspectives. 47 Vol. 2008. Print. Mushtaq, Ahmad Lone, Fayyaz S. Ahmad, and Ahamd Tanveer. "Organizational Culture in Hotel Industry: Perceptions and Preferences among Staff." Advances in Management 6.5 (2013): 55-60. Print. Tourangeau, Roger, and Kenneth A. Rasinski. "Cognitive Processes Underlying Context Effects in Attitude Measurement." Psychological bulletin 103.3 (1988): 299-314. Print. Wilson, Timothy D., Suzanne J. LaFleur, and D. Eric Anderson. "The Validity and Consequences of Verbal Reports about Attitudes." Answering Questions: Methodology for Determining Cognitive and Communicative Processes in Research. Ed. Schwarz, Norbert and Seymour Sudman. San Francisco: Jossey-Bass, 1996. 91-114. Print.

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CLA Annual Conference │ Service Demand Perceptions Survey May 30, 2014 Further Reading: Reference & User Services Association (RUSA). "Guidelines for Behavioral Performance of Reference and Information Service Providers." 2013. Web. . ---. "Guidelines for Implementing and Maintaining Virtual Reference Services." 2010. Web. . RUSA Task Force on Professional Competencies. "Professional Competencies for Reference and User Services Librarians ." 2003. Web. . Ryan, Gerard, and Mireia Valverde. "Waiting in Line for Online Services: A Qualitative Study of the User's Perspective." Information Systems Journal 16.2 (2006): 181-211. Print. Sandy, J. H. "By any Other Name, they're Still our Customers: Is it Time to Stop Patronizing the Public and Start Waiting on Customers?" American Libraries 28.7 (1997): 43-5. Print. Shrimplin, Aaron, and Susan Hurst. A Virtual Standoff—Using Q Methodology to Analyze Virtual Reference. 2 Vol. 2007. Print. SRIDHAR, M. S. "Waiting Lines and Customer Satisfaction (English)." SRELS Journal of Information Management 38.2 (2001): 99-112. Print. Page | 22