2020 Poster Sessions
Leading Forward – Taking Customer Service to the Next

Intended Audience

Public Libraries, Academic Libraries, Paraprofessional Library Employees
 

Poster Summary and Objectives

Due to an increase in enrollment and a greater demand for customer service at the library at Saint Leo University, the faculty librarians developed a program to enhance customer service at the Circulation Desk. Even though student workers are not typically responsible for reference questions, our increase in users meant that more and more reference type services were being required of our student workers. To meet this need, the faculty librarians took the lead and created a series of information literacy workshops for our undergraduate and graduate student workers using a LibGuide for supporting materials. Teaching the IL Frameworks encouraged student workers to go outside their comfort zone in assisting users with requests for research help. Our poster session will include data from the pre- and post-test results which indicate our student workers’ increased understanding of the information literacy frames, as well as the visual illustrations the students created for each frame, and our recommendations for leading a similar program at other institutions.

Outcomes for the participants include:
1) how to inspire student workers to be involved in the conversation of information literacy and user needs, and
2) tips on building resources to support the training of student workers in all library settings.

Presenter

Amy Harris- Saint Leo University, Cannon Memorial Library 

• Have previously presented at the GA International Conference on Information Literacy, have been teaching information literacy to graduate and undergraduate students in academic libraries for 20+ years, currently working on a book chapter related to visualizing information literacy.