Kia Ora Koutou – you may be aware that over the last little while, Sara Roberts has been leading a piece of work with Library managers around formulating some service standards. We now are at the point where we need / want your feedback and input.
Please see the draft document in the Files Section of the newly created Service Standards channel – part of the Library All Staff Team.
We have put together a small cross-library group to take in the feedback and give final shape to the draft. The group is as follows:
- Beth Mannix
- Brian McElwaine
- Caroline Anderson
- Swee Hoon Goh
- Dale and Jenny will provide us with a LAC lens
- I will facilitate
Please send in your feedback by the end of Friday 2 December, preferably by responding in the Team chat. A really substantive commentary could go as a separate document in the files section for us to take a look at. You can also email suggestions to me or provide them verbally via one of the team.
It is a draft and the product of a lot of back and forth. We know there are possible gaps and rough edges, but it is really time get it out circulating for you to feed in your ideas.
It does not aim to write a set of “rules” for every possible contingency or dive deep into detail. That would be impossible and mean they would be little used. These standards should sit at a higher level while still being understandable and meaningful. They are a guide to what we want to offer all of our users, how we handle escalation of queries, and they set some basic expectations around communications and style.
The group’s aim is to get this completed by the end of the year if at all possible. We look forward to hearing your ideas and suggestions.
Simon