Excellence in Public Service Task Force

We welcome all comments from UCB staff about excellence, performance guidelines and service goals. Please send us your thoughts using excell@library.berkeley.edu.

Charge Components of Public Service Existing Service Standards - UCB Existing Performance Standards - UCB Existing Standards - Outside UCB Membership

Charge
The Excellence in Public Service Task Force was formed by the Public Services Council in January 2000. Elements of the charge include:

articulate existing service goals
formulate service goals which are desirable, but not yet part of our environment
draft library-wide performance standards in support of service goals
identify skills and training needed to attain these service goals and performance standards
itemize obstacles to meeting service goals and performance standards
identify methods for evaluating and measuring services, including user feedback
identify methods of integrating excellence into the organizational culture

Components of Public Service
Subgroups were formed to identify major components public service activities, identify existing standards, identify appropriate groups with which to consults, and creat an action plan and timetable. Following are the components of public service identified:

Access and Facilities

Access: Services that connect users directly with library materials

Circulation
Stacks Maintenance
Collection Management
Reserves
Interlibrary Services and Document Delivery
NRLF
Services for Users with Special Needs

Facilities: Physical Services and Resources that support the Activities of Public Service

Security
Furnishings and equipment
Custodial and maintenance
Signage, maps and directions
Copy Service
Printers, scanners

Reference & Instruction and Outreach

Reference & Instruction:Services that respond to user inquiries, instruct in the use of library resources, and create or contribute to the creation of scholarly resources
- Reference Assistance
- Reference Guides
- Instruction
- Tours
- Scholarly Publishing / Creation
Outreach: Services and activities that publicize and promote UCB Libraries and enhance the presence, stature and effectiveness of the Libraries, both within and beyond the university community.
- Public Relations
- Development
- User Feedback
- Publications
- Faculty Liaison
- Exhibits
- Tours

Existing Service Standards - UCB

Goals in Public Service

Access Services and Facilities

Goals for Circulation Services, created by Circulation Committee 4/90
Earth Sciences/Maps Library Shelving Expectations 2000/2001
University of California Library Facility Planning Standards, 11/1/83 (based on the library planning structure presented in "The University of California Libraries, a Plan for Development," July, 1977, UC Office of Library Plans & Policies)
Basic Skill Levels for New Technology - Library Information System Technical Expertise Basic Guidelines

Reference, Information and Outreach Services

Services to Users, Guide to Collection Development and Management at the University of California Berkeley James H. Spohrer, Dorothy A. Koenig, Sheila T. Dowd, 1986

Existing Performance Standards - UCB

Library-wide

Sample Unit Performance Standards

Education/Psychology Library Unit Performance Standards
Library Asssistant II - Night & Weekend Supervisor

Existing Standards - From other Libraries and Organizations

Bodleian Library, University of Oxford, Bodleian Library Service Standards, Dec. 1997; rev. Feb, 2000. http://www.bodley.ox.ac.uk/standards/
Guidelines for Behavioral Performance of Reference and Information Professionals (ALA, Reference and User Services Assoc., RASD Ad Hoc Committee on Behavioral Guidelines for Reference and Information Services.Approved by the RASD Board of Directors, January 1996)
Guidelines for Liaison Work (ALA, Reference and User Services Assoc., Liaison with Users Committee, Collection Development and Evaluation Section, Reference and Adult Services Division, American Library Association. Reviewed by the ALA Standards Committee and approved by the RASD Board of Directors, June 1992)
Guidelines for Instruction Programs in Academic Libraries, Association of College and Research Libraries , College & Research Libraries News (April, 1997)
Information Literacy Competency Standards for Higher Education, ACRL
National Interlibrary Loan Code, ALA, Reference and Adult Services Division. 1993. RQ (summer 1994)
Technology Competencies for Staff, Fall 1998, Oakland Public Library
Appendix A, Checklist of Reference Skills, From Schwartz, Diane and Dottie Eakin, "Reference Service Standards, Performance Criteria, and Evaluation." Journal of Academic Librarianship, 12:4 (March 1986)
Reference Librarian Job Description, Uraria Library, Denver, CO
Reference Etiquette: A Guide to Excruciatingly Correct Behavior by Gail Z. Eckwright, Tam Hoskisson, and Mike Pollastro in the May 1998 issue of AMERICAN LIBRARIES.

Membership
Imani Abalos
Phyllis Bischof
Nensi Brailo
Elizabeth Byrne (chair)
Catherine Cortelyou
Gail Ford
Michelle Goode
Lea Mascorro
Jutta Wiemhoff

Copyright (C) 2000 by the Library, University of California, Berkeley. All rights reserved.
Document maintained on server: http://www.lib.berkeley.edu/
Last update 10/23/01 by: Gail Ford
Server manager: contact

Excellence in Public Service Task Force

Copyright (C) 2000 by the Library, University of California, Berkeley. All rights reserved. Document maintained on server: http://www.lib.berkeley.edu/ Last update 10/23/01 by: Gail Ford Server manager: contact

Copyright (C) 2000 by the Library, University of California, Berkeley. All rights reserved.
Document maintained on server: http://www.lib.berkeley.edu/
Last update 10/23/01 by: Gail Ford
Server manager: contact