Kia ora koutou,
a while back some us had a constructive style meeting with Andy, John Todd and Shona from IT around how we could be more thoughtful with each other around sharing things that each area could do to help the other. One area that we thought would benefit both Library and IT is for us to put in the critical date for service and the reasons for that when logging an Assyst job. Sometimes the IT staff picking up the job had difficulty working out the significance of the work and the consequences to our users if critical dates weren’t met. So we can all help a more effective Assyst service if we enter a little more of this type of detail at the start.
As we try this over the next weeks, we also need to feed back whether it was successful, and what the results were.
I have the following idea that would benefit both our customers and our staff. A sign on the IT Service Desk that states their days/hours of operation. This would be helpful in the evenings and at weekends so that our customers are aware that the IT Service Desk is not staffed at those times. It would also be helpful if the IT Service Desk had a sign similar or the same as the one that they used to have in the Education Library. It was in the form of a clock that let customers know what time the IT staff member would be back if they were away from the desk. For example, if they are on their tea break. In addition, there could be a sign similar to the one that we have on the Information Desk in the Central Library that states that if the IT Service Desk is unattended, staff are helping other customers and will be back shortly.
Caroline Anderson
It would also be helpful to our customers if the signs that the IT staff place on EFTPOS-Canterbury Card reload stations when they are out-of-order indicated where the nearest working reload station is situated. The out-of-order sign on the reload station near the Information Desk at the moment does not indicate that there is another reload station on the south side of the building near the windows and customers are having to ask where there is another machine. This happens quite often. (I am going to put another sign on it to alert customers to where the nearest machine is now).
Caroline Anderson
Another thought: Some of the printers in the Library do not have instructions on the walls above them . I think this is because some printers were installed fairly recently. It would be helpful to our students if all the printers had instruction posters on the walls next to them. I also notice that the instructions do not mention to select the “menu” when students need to photocopy or scan. It might help if that step were added to the instructions. It might also help if the posters mentioned that money needs to be loaded to the Canterbury Card in order to print or photocopy. (Today I encountered a student who wanted to photocopy something but when we selected the “enable copier” option, nothing happened. We deduced that it was because he had no money on his card, but there was nothing in the instructions or on the machine to alert him to this).
Caroline Anderson
Caroline Anderson
Thanks for the feedback Caroline. Maybe these ideas would be worth submitting as Assyst requests!