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  • valarie907 11:33 pm on July 21, 2013 Permalink | Reply
    Tags: , service safari   

    Service Safari Worksheet #2 

    photo by Ian Gowen via Flickr CC

    photo by Ian Gowen via Flickr CC  (not a photo of my computer lab)

    This second worksheet was adapted from the first one so that it could be used with young library users to offer feedback on their library experiences.  The following scenario is based on what our students need to do in order to use a computer during open library.  Last year was the first time we had open library during the lunch/recess hour for the whole school.  About 40 kids on average attend, but there are only 14 computers available, so students are often anxious to get in line to get one.

    Service Safari Worksheet 2

    1. Identify the goal.
    2. Did you achieve the goal?
    3. Was the experience positive or negative?
    4. Was anything confusing or frustrating?
    5. What was good or worked well?
    6. What was bad or didn’t work well?
    7. Did you interact with anyone?
    8. Describe the customer service.

    Getting a Computer During Open Library

    1.  Identify the goal. 

    I want to get a computer during Open Library

    2.  Did you achieve the goal?

    Yes.

    3.  Was the experience positive or negative?

    It’s great when I get a computer and a bummer when I don’t.

    4.  Was anything confusing or frustrating?

    Sometimes I forget to get in the right line, or someone cuts in front of me.  It’s frustrating when I don’t get in line soon enough because my class is slow.

    5.  What was good or worked well?

    We can see if any computers are open by checking the poster for any big red dots.  If there’s a dot, a computer is available.

    6.  What was bad or didn’t work well?

    Other kids push and shove, so sometimes we have to line up again and start over without any pushing.

    7.  Did anyone help or work with you?

    The librarian watches us and lets us in.  We go to her if we need help.

    8.  Describe your experience.

    It’s nice if I get a computer, but it’s not really fair the same people get the computers over and over.

    I was aware that the set up for free time with limited computers in the library would be problematic.  We brainstormed a variety ways to make it a positive activity and to keep it as simple as possible.  The best idea was making the poster with the big red dots to give the students a visual cue if a computer was available or not.  Whenever an issue came up, I’d engage the students in problem solving so they could be a part of the solution (they often had good ideas and suggestions!).  These simple service safari sheets may be a great way to solicit feedback to improve our offerings.

     

    Schmidt, A. (2012). Stepping out of the library: The user experience. The Library Journal. Retrieved from http://lj.libraryjournal.com/2012/03/opinion/aaron-schmidt/stepping-out-of-the-library-the-user-experience/

     

     

     
    • mikelarson 5:59 pm on August 11, 2013 Permalink | Reply

      A nice job regarding a tough group to gauge. You did well at meeting them at their level. -Mike

  • valarie907 11:01 pm on July 21, 2013 Permalink | Reply
    Tags: , service safari   

    Library Service Safari #1 

    photo by ...love Maegan via Flickr

    photo by …love Maegan via Flickr

     

    The way the week worked out, I was not able to do an actual library service safari, so these are simulated safaris based on previous experiences.

    1. What was the goal of this service and was it met?
    2. Was this experience overall positive or negative?
    3. What was good about the service?
    4. What detracted from the experience?
    5. With whom did you interact?
    6. Were you confused at any time during the experience?
    7. Describe the physical space.
    8. Describe the customer service.

    The way the week worked out, I was not able to do an actual library service safari, so these are simulated safaris based on previous experiences.

    Paying My Library Fee Safari

    No matter how often we tell our students the policy on lost books, they still seem uncertain what to do.  So, I’m simulating what it would be like to have a lost book fee to pay.  Generally it is a negative experience, but requesting feedback using a service safari worksheet would be a great way to make it less unpleasant.

    1.  What was the goal of this service and was it met?

    I lost my library book and needed to pay for it.  Yes, I paid my bill.

    2.  Was this experience overall positive or negative?

    Mostly negative, except for the bookmark the librarian gave me.

    3.  What was good about the service?

    I got a receipt to show I paid for the book.

    4.  What detracted from the experience?

    I wasn’t sure when I would be able to pay for the book.

    5.  With whom did you interact?

    The school librarian.

    6.  Were you confused at any time during the experience?

    I wasn’t sure where to go to pay for the lost book or who to talk to about it.  The secretary told me to check the library.  I wondered what happens if I find the book, but the librarian told me I’ll get a refund if it’s found.

    7.  Describe the physical space.

    The school library has a long front counter with a computer that the librarian sits behind.

    8.  Describe the customer service.

    I didn’t know I lost a book until I got an email notice for it.  I thought I turned it in, but the librarian and I didn’t find it in the library when we checked the library shelves.  I had to look for the librarian so I could pay my fee, but when I found her, I was able to pay and get a receipt.  She gave me a bookmark for paying for the book I lost.

    See Service Safari Worksheet 2 for the rest of the assignment.

     
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