Library Enquiry Centre Policy Document

Nottinghamshire Libraries Enquiry Centre
“Ask Libraries”


1 Introduction

Nottinghamshire Libraries, Archives and Information Service’s Enquiry Centre will be called “Ask Libraries”.

1.1 Vision/mission statement

To provide a consistently high quality enquiry service to the people and businesses of Nottinghamshire

1.2 Objectives of Ask Libraries

1.2.1 To introduce an Enquiry Centre service

1.2.2 To improve the quality of answering enquiries from customers

1.2.3 To maintain a consistently high quality of answering enquiries from customers

1.2.4 To reach new customers and enable them to access the service through different channels

1.2.5 To develop specialist knowledge to enable us to answer more complex enquiries

1.2.6 To support other library staff as they deal with enquiries

1.2.7 To support and contribute to the National Enquire service


2 Opening Hours and staffing

2.1 Ask Libraries opening hours will be:

Monday 8.30 – 6.30
Tuesday 8.30 – 6.30
Wednesday 8.30 – 5.00
Thursday 8.30 – 6.30
Friday 8.30 – 6.30
Saturday 9.00 – 4.00

2.2 Staffing

Weekdays will be staffed by 2 FTE Information Assistants (1 Information assistant on Wednesdays) plus an Information Librarian. Saturdays will be staffed by 1 Information Assistant with support from the librarians working at Mansfield and West Bridgford Libraries.

2.3 Learning and Development for Enquiry centre staff

The training needs of all staff working in the Enquiry Centre will be monitored by the Information and Learning Manager and the Staff Development Manager.

Special consideration will be given to identifying and providing training opportunities that will allow members of the team to develop specialist knowledge.

2.4 The main tasks of the enquiry centre staff

2.4.1 To answer enquiries

2.4.2 To deliver our National Enquire commitment

2.4.3 To be part of the libraries website team maintaining existing pages and creating new pages as required

2.4.4 To maintain, manage and add to the pinpoint database. Working with Information Librarians

2.4.5 To be part of the plasma screen project team. Managing the service and creating content

2.4.6 Future database development and maintenance as required

2.4.7 Contribute to the delivery of the leaflet service

3 Types of contact

The intention is to give customers a number of ways to reach Ask Libraries so that they can choose the way that suits them. We will monitor changes to telecommunications in order to keep the service in step with current trends.

Currently the service can be contacted

· From library staff and direct from customers
· Via email
· Via the online enquiry service
· Via a landline with 3 lines, plus answer phone (0845 026 7972)
· Via fax
· Via text (via mobile number 07979 704125)

4 Customer care standards

(In line with Customer service standards in Nottinghamshire libraries and NCC customer service code of practice and standards)

Telephone – to be answered using “Good morning/afternoon, this is Ask Libraries, X speaking, can I help you?” (Using member of staff’s name)

Aim to answer within 10 seconds, or 4 rings.

The answer phone will be set when staff are not available, to come in after 5 rings. Voice mail will pick up if necessary at other times.

Emails will be typed in Arial in 12 point. Users should regard this as formal communication and adhere to the same levels of formality as for paper correspondence.

Fax – to be sent using standard NCC cover sheet

4.1 Responses

§ Answer phone – message acknowledged within an hour of Ask Libraries opening in the morning.
§ Email – acknowledge within an hour of opening the email.
§ Aim to answer fully, or have referred elsewhere within 24 hours, or 48 hours for more complex enquiries. If the Enquiry Centre cannot answer within 24 hours, the customer will be contacted to advise how long it is anticipated it will take to find an answer.
§ Automated email response when the service is closed.
§ Response will be in same format as enquiry unless another format is agreed to
4.2 Equality in Service Delivery

Nottinghamshire County Council is committed to providing quality services with equality of access for all people in Nottinghamshire.

Some groups, communities and individuals suffer direct or indirect discrimination. This can be made worse where services and facilities are inappropriate, insensitive or inaccessible.

The County Council aims to act positively to reduce inequality, to work against discrimination and to promote and create access to services for everyone, irrespective of their age, disability, race, ethnicity, gender, sexual orientation, cultural or social background, religion or belief.
The Enquiry Centre service is covered by the Library Service Equality Impact Assessment.
4.3 Inappropriate customer behaviour

Senior staff will use their discretion if a customer abuses the service, or limit access if unreasonable or excessive use of the service is made.

5 Defining who should handle enquiries

5.1 Enquiries to be handled by Ask Libraries

Ask Libraries will handle enquiries received direct from customers

Libraries should refer any enquiries to “Ask Libraries” that:

o They don’t know how to answer
o That will take them more than 5 minutes to answer

If referred by a library, Ask Libraries needs to know

· nature of the enquiry
· if the customer is waiting
· if not, then contact details with preferred form of contact, including email address if available
· any time constraints


5.2 Enquiries that libraries should handle themselves

It is not practical or good customer care to refer all enquiries to “Ask Libraries”. In the first instance the following enquiries should be handled by the library and only referred if they can not be answered:

o Catalogue
§ Libraries to answer basic author, title and series enquiries
§ Libraries will help people who come in with booklists even if it is going to take longer than 5 minutes
§ Others may be referred

o Book/reading enquiries
§ Libraries to answer “Who else writes like …?” enquiries
§ Others will be referred to specialist teams as appropriate

o Local studies enquiries that require access to the resources held at that library and the staff have the expertise to help

o Straightforward homework enquiries

5.3 Enquiries that require the input of specialist librarians

If an enquiry requires the input of a member of staff with specialist knowledge (i.e. a more complex local studies enquiry) the following protocol should be followed:

o The library should refer the enquiry to Ask Libraries
o Ask Libraries will answer the enquiry if they can
o If specialist knowledge is required then the enquiry will be referred to all members of that specialist team i.e. Local studies Librarians, Children’s Librarians etc.
o One team member to pick up the enquiry and notify other members that they are handling it, cc Ask Libraries
o This team member takes over query and responds direct to user, cc Ask Libraries
o The Librarian adopting the enquiry should reply to the customer within 24 hours, even if only with a holding message
o If Enquire Team do not receive a response within 24 hours of emailing team members, the query is escalated to relevant Development Manager

6 Use of licensed databases, acknowledging sources and copyright

When used to answer enquiries, licensed databases which the library service subscribes to will be credited as appropriate.

Other sources will be acknowledged as appropriate.

Copyright forms will be sent out direct, or faxed to and from the local library. Standard NCC charges apply to postal responses (£1.20 per sheet, plus an admin charge of £1.68) No material will be faxed or photocopied without first receiving a completed, signed copyright declaration form and appropriate payment. It is a legal requirement that these forms are kept for six years.

7 Marketing

As Libraries will be marketed in three phases:

Phase 1 will focus on promoting the service to library staff, to use on behalf of their customers. It is vital that the service and its benefits are explained to our staff to ensure that they recognise how it can support their work.

This phase has already started with the self service project but all opportunities for awareness raising will be taken, e.g. staff conferences. There will also be monitoring of use of Ask Libraries by all libraries and targeted awareness sessions where necessary.

Phase 2 will be a managed promotion to target client groups as outlined in Appendix 1.

Phase 3 will be the wider promotion to the general public. The timing of this is unclear at present as there needs to be consideration of the sensitivities around the relationship of Ask Libraries with the corporate customer service strategy. The refurbishment at Mansfield will also have an impact on the Enquiry Centre, for example the need for a temporary/changing phone number.

8 Performance Measurement


8.1 Requirements

Total enquiries are measured on PIF 17. These figures are collected as a “local measure” of performance and are recorded on the PRIDE system, table CC36 Total Enquiries

There is no CIPFA requirement to collect enquiry data

8.2 Statistics to be collected by Ask Libraries

Ask Libraries will collect total enquiry figures and submit a PIF 17 monthly return

From 1.3.10 until 28.2.11 a separate statistical form will be kept by enquiry centre staff to monitor the types of enquiries, how those enquiries are coming to us i.e. email, telephone etc., our success rate in answering enquiries and the libraries using the service (see attached form appendix 2).

These statistics will provide data to help us to evaluate the service and set targets.

The monitoring form will be reviewed in February 2011 and adapted as necessary

8.3 Targets

Targets will be set for 2011 onwards. 2010 will provide a benchmark to assist in the setting of realistic targets

9 Remaining tasks to be completed

9.1 Agree protocol for relationships with other NCC information providers

9.2 Discuss with colleagues in Nottingham City Libraries the relationship between Ask Libraries and Nottingham Central Library

9.3 Consider enquiry provision at West Bridgford Library

Appendix 1

Promotion to client groups – first year plan

The project objectives specified the need to reach new customers and meet the information needs of specific client groups. The table below sets out groups identified as a priority for this coming year together with a start date for contact and promotion of the service to them. An action plan for delivery will be devised by the Information Team and delivered in consultation with other development and operational teams.

CATEGORY
IDENTIFY VIA
CONTACT
Homework clubs
Learning team
September 2010
Job seekers
Connexions, Job Centre Plus
October 2010
Community groups

Pinpoint
Scoping exercise
Mapping exercise
CVS (see below)
November / December 2010
CVS
Local CVS offices:


November 2010
Senior citizens
Pinpoint, www.notts50plus.co.uk/
CVS
Notts County Council services
January 2011
People with disabilities/Mental health issues
Disability Nottinghamshire, Disability Support Team, Pinpoint
MIND
Notts County Council
February 2011
Businesses
Local business clubs
(Bingham, Newark, Nottingham, Retford, Nottingham City) Nottinghamshire Chamber of Commerce DNCC, Notts County Council link: Business support/advice groups
Business Link
March 2011

Notts County Council
Via website/personal contacts

April 2011
Health authorities

Nottinghamshire Healthcare for mental health and learning disability
Nottinghamshire County NHS Trust (primary care)
May 2011