Public Services Teams - Start of Term Feedback by Jane Alderson-Rice https://padlet.com/jaldersonrice/8lq6k59usf8 Click on the plus sign ... en-us 2018-10-28 16:09:22 UTC 2018-12-13 14:58:58 UTC hello@padlet.com Feedback please ... jaldersonrice https://padlet.com/jaldersonrice/8lq6k59usf8/wish/297767564 Please confine your feedback to professional matters. Personal remarks are not at all what I intended. I have moved some posts out of public view.
Thank you]]> 2018-10-28 16:11:24 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/297767564 Groun https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298029146 2018-10-29 14:09:50 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298029146 I think face to face is probably better for this sort of thing. TBH its been the worst few weeks I have ever experienced at QM Library service. Disorganised, chaotic, stressful, no support, new staff just thrown onto the frontline without any training or support, the ISAs are carrying the whole of Public Services without any thanks at all. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298057486 2018-10-29 14:52:18 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298057486 I am wondering why the lowest grade (ISAs) was left alone at the Welcome Desk to deal with the high volume of students. The IT Helpdesk temporarily based at the Library was staffed by Teamleaders, supervisors and assistants at all times. A supervisor or Teamleader was present to assist the team. I suggest that ISAs should have a supervisor or Teamleader working on the floor during the busiest weeks of the year. Please do not use the excuse that 'you can always call the DM' because issues rise in seconds and we do not have time to call. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298396626 2018-10-30 09:39:26 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298396626 I felt that I could not leave the desk to use the bathroom. I had to provide services to all students plus train and support new colleagues thrown at the front-line. I was very close to a nervous breakdown. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298398815 2018-10-30 09:47:57 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298398815 users are sent straight over from SEC to see IT even though staff know users cards will not allow them access. This causes congestion at the entrance as they try and use their cards https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298399430 2018-10-30 09:49:58 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298399430 We need more support from Teameaders and IAs. We need at least one of them working at the Desk between 12:00-17:00. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298400443 2018-10-30 09:52:59 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298400443 Why are managers still having their usual weekly meetings when we are so busy? https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298400629 2018-10-30 09:53:36 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298400629 The recruitment process takes too long at public services, it needs to be improved. This leads to panic moves, such as taking untrained staff during the busiest time of the year. Agency staff could have joined in August to give them proper https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298403799 taining]]> 2018-10-30 10:06:04 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298403799 IT Services should be based somewhere else, not behind access controlled gates https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298427970 2018-10-30 11:43:07 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298427970 Sentry gates need re-configuring to guarantee that they will read the barcode before the chip https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298428155 2018-10-30 11:43:44 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298428155 New members of staff should not start in Training Week, they need to start in the summer for orientation etc. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298428544 2018-10-30 11:45:02 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298428544 Working at the Ground Floor during the RED weeks is hazardous to your mental health due to noise, repetition of unresolved issues and inadequate training, you need to have nerves made of steel. The workload should be shared equally among all grades. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298431624 2018-10-30 11:54:02 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298431624 users coming into Library just to print their pre-enrollment forms, we have to see confirmation they are coming to QM, to issue a day pass, so have long queues https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298480427 2018-10-30 13:23:42 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298480427 New members of staff not being trained properly they shadow a tour then are expected to do their own https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298482664 2018-10-30 13:26:05 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298482664 There should not be an amnesty re. day passes, we are told to ask for confirmation user is to attend QM to issue them, users come in just to see IT, print or just to look at library with family members and are able to access unlimited for the first few weeks of term https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298484375 2018-10-30 13:27:51 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298484375 Please ensure that there will be some action taken after receiving this feedback. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298566044 2018-10-30 15:25:00 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298566044 Start of term should be planned in May, not August... https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298579633 2018-10-30 15:44:34 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298579633 I think we must have one or two persons at the exit gates, because when all the people at the WD are busy, noone is watching those who go out. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298628836 2018-10-30 17:02:34 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298628836 We definitely need people helping students with printing, scanning etc. cause they keep coming at the Welcome Desk and ask us to assist them practically with anything https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298637411 2018-10-30 17:15:38 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298637411 It services should not be based int he Library. There cards never work for new students https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298690309 2018-10-30 18:34:00 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298690309 https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298690737 Too many people with access enquiries. Takes up most of out time]]> 2018-10-30 18:34:51 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298690737 Yes to the other message about supervisors. The DM/IA should be on the Welcome Desk assisting. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298691227 2018-10-30 18:35:42 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298691227 Laptops are popular ! https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298707187 2018-10-30 19:02:32 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298707187 https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298707452 Can we have tours more often ? not just at the start of the year!]]> 2018-10-30 19:03:00 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298707452 The ISAs are keeping the library running smoothly, where are our managers?? having meetings, or 3 and a half hour 'TL/co-ordinators day' on a Tuesday afternoon at Whitechapel when we are understaffed and have over 1,000 users in ME library https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298867343 2018-10-31 08:20:23 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298867343 users not knowing to scan their cards at old top up machine to register for printing, can this not be moved outside? we have numerous enquiries about not be able to print and this is the reason, maybe relocate it to IT? https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298869220 2018-10-31 08:28:27 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298869220 when will the problems with Alumni cards ever be resolved? We at reception have to deal with the fallout from users when their cards are STILL not working... https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298870231 2018-10-31 08:33:35 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/298870231 Welcome Desk Enquiry log https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299160419 Not enough staff are recording stats and I think a new approach is needed to capture how busy the sites are.

]]> 2018-10-31 19:35:18 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299160419 Old "top-up" machine should be outside the Library, preferably in IT Services in the Queens' Building https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299273904 2018-11-01 08:52:20 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299273904 Get as many staff members as possible in the front-line, temporarily suspend all background projects for 3 weeks. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299274124 2018-11-01 08:53:41 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299274124 WE NEED UNIFORMS NOW https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299274770 No one knows how to find the library staff. I need a uniform to reinforce my importance and superiority.

WE NEED uniforms so we all look the same and can provide excellent customer service. Preferably dress us like IKEA workers in humbug-striped tops.
 
 Large name badges with 'HELLO MY NAME IS' would be good too]]> 2018-11-01 08:58:35 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299274770 it reminds me of the war https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299275343 The barriers, or front lines as they're known, remind me of the trenches back in the war. I am constantly worried about the threat of a gas attack from the students in the Zoo.

Recently my doctor diagnosed me with something called 'student shock'. It's similar to shell shock (it's like PTSD), but it means I uncontrollably lose the ability to do my job when the library has an occupancy above 800.]]> 2018-11-01 09:02:58 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299275343 I'm sleepy https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299275932 2018-11-01 09:06:48 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299275932 re:WE NEED UNIFORMS NOW https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299291734 I think people need to wear their lanyards first . People get freaked out when they see people speaking to them. Not sure if they are staff.. Also people will not come and ask you questions. Maybe not uniforms but a dress code would be good.  looks more professional.Maybe people will treat PS with more respect that way. 

]]> 2018-11-01 10:32:39 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299291734 re: IT Helpdesk https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299292475 The IT helpdesk in Library were temp staff.

]]> 2018-11-01 10:37:07 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299292475 re : We need uniforms l_j_kennedy https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299299678 I think name badges, like the NHS ones (the big yellow ones) could be good, and help to increase staff visibility.]]> 2018-11-01 11:19:19 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299299678 Book Display https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299299901 I like the idea of the book displays, but the one in mile end is a bit crap and it looks unloved]]> 2018-11-01 11:20:40 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299299901 It is not reasonable to ask staff members to spend time recording feedback when it is SO BUSY. We are failing to capture real data. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299300404 2018-11-01 11:23:10 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299300404 If customer service managers need evidence about the quality of the service they are welcome to work at the Desk https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299301893 2018-11-01 11:29:45 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299301893 Please get examples from other Teams across the University on how they organise and deliver the start of the term. The IT helpdesk and Registry have all their staff members of all grades at the front-line. Routine meetings are postponed https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299302352 2018-11-01 11:31:57 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299302352 Staff members work hard at the ground floor but their work remains unnoticed as their Line managers and supervisors are not there https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299304479 2018-11-01 11:40:40 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299304479 I was expecting that Customer Service managers would nominate the team for a bonus this year as the service was delivered despite the difficulties https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299306554 2018-11-01 11:48:51 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299306554 the start of term was affected by high levels of absence due to sick leave etc, is anyone looking at this? can we have some statistics? Staff members who come to work are overloaded and their well-being is low https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299307385 2018-11-01 11:51:59 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299307385 we need a consistent leave policy for the start of term, fairly applied to everyone, but again would this prevent staff members booking 'emergency leave'? https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299308064 2018-11-01 11:54:23 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299308064 students put pressure on Welcome Desk staff to call their subject Librarian immediately or find the delayed book order purchased by the collections team. The other library teams should be more visible, but unfortunately they are located behind locked doors on the 2nd floor office. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299327447 2018-11-01 12:45:02 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299327447 We were extremely busy with the students but some colleagues working on 2nd floor office put more pressure on us by organising interviews and meetings in the library rooms and failing to provide instructions about access to their guests https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299331342 2018-11-01 12:53:07 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299331342 it would help if we did not have to offer 'secretarial and reception' support to careers, ers, and other teams who work in the office https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299332092 2018-11-01 12:54:43 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299332092 Library Information Support Assistants should have to deal with library membership enquiries, not having to control access for visitors, contractors, the milkman and all the parcel deliveries for not-library-related offices. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299333200 2018-11-01 12:56:53 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299333200 https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299361699 We should have teaching and learning team downstairs  for a bit. Plus careers  ect. They Should help in tours. 

]]> 2018-11-01 13:48:49 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299361699 the environment is problematic, too much red and dark ceiling, you have the impression you are entering a club. the space aggravates students' behaviour. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299408144 2018-11-01 15:05:13 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299408144 staff members working at the desk expressed well-being concerns (too many tours per staff member done in noisy environment led to sore throats), staff could not leave the desk to go to the toilet, headaches due to noise etc https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299409290 2018-11-01 15:06:58 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299409290 I'm having great difficulty in recording stats at the desk as the workflow is continuous and it is unprofessional to delay students. An IA or TL should stand at the Welcome DEsk monitoring the queries and taking stats. Too much pressure put on the lowest pay grade staff. Recording stats, working under noise plus having to use the phone to call the DM all the time. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299689161 2018-11-02 08:20:26 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299689161 the DM has to be placed at the WD during busy hours (11:00-18:00?) https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299690085 2018-11-02 08:27:22 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299690085 More cross-site (including from IAs) so staff at other sites know what stresses Mile End staff have to deal with. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299701434 2018-11-02 09:38:28 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299701434 the script for the tours is old and not user friendly. We were not given enough info about the laptop loans and fines reduction BEFORE the tours. We kept giving wrong info https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299708912 2018-11-02 10:22:51 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299708912 morale was low and is still low. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299709211 2018-11-02 10:24:37 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299709211 saw the revolving door catching student feet, bags and long dresses a million times, maybe someone should be monitoring this and completing near miss forms? https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299709535 2018-11-02 10:26:22 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299709535 a disabled student asked for leaflets about the building accessibility, does anyone know how to respond to this? https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299709925 2018-11-02 10:28:20 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299709925 IT Helpdesk: https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299710284 Experienced TLs were working together with temp staff at the IT Helpdesk. IT helpdesk had at least 10 staff members at their helpdesk during peak hours (library had 4, most of the time grade 2). 
IT temp staff had intensive training before the start of term. What did we offer to our temp staff?
For more info about IT helpdesk staffing levels please contact current IT TLs, some of them used to work for the library.]]> 2018-11-02 10:30:23 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299710284 Sentry does not recognise new cards but students are advised to go to the library immediately after enrollment to see the IT helpdesk (based temporarily at the library for what reason?). Temporary IT helpdesk location at the library does not make sense. Students are given the wrong impression and they keep returning to the library looking for ITs, then we have to divert them back to Queens Building. VERY CONFUSING. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299768849 2018-11-02 13:29:26 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299768849 Make the revolving door generate green energy https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299895389 Students use the door like hamsters in a wheel, we could capture the energy using a turbine and power the welcome desk PCs with it #greenMary]]> 2018-11-02 17:01:08 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299895389 https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299896792 felt that I could not leave the desk to use the bathroom. I had to provide services to all students plus train and support new colleagues  thrown at the front-line. I was very close to a nervous breakdown.]]> 2018-11-02 17:04:09 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299896792 Why did we have to set up student print cards https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299900671 Either IT or the SU made it so student's had to tap their cards on the machines - either to show off the SU giving everyone £10 or because IT didn't train their staff properly. Next year we need better comms between the library and the other uni depts]]> 2018-11-02 17:11:52 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/299900671 The immediate entrance to the ground floor of the Mile End Library does not suggest to our users that they are entering a Library: no sign of any books, a depressing black ceiling, everything resembles an airport terminal, and overall this area is an empty and very noisy void. The noisy behaviour from everyone entering the building consequently has very debilitating effects on staff who are "penned in" behind a totally inadequate Welcome Desk area. This is another reason why the start-of-term experience this year was universally appalling for Public Services staff. https://padlet.com/jaldersonrice/8lq6k59usf8/wish/300104040 2018-11-03 19:45:26 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/300104040 other departments and Librarians from the upstairs office should help with the tours https://padlet.com/jaldersonrice/8lq6k59usf8/wish/301516146 2018-11-07 14:40:59 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/301516146 Subject Librarians and their teams should have drop in sessions once or twice a week in term time, similar to the teaching and learning https://padlet.com/jaldersonrice/8lq6k59usf8/wish/301518305 2018-11-07 14:43:11 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/301518305 In term time we should have a permanent IT desk in the Library during term time, users still think they are based here https://padlet.com/jaldersonrice/8lq6k59usf8/wish/301524343 2018-11-07 14:48:47 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/301524343 Gathering at the welcome desk happens too often especially moving between duties and with no uniform looks very disorganised. azahid7 https://padlet.com/jaldersonrice/8lq6k59usf8/wish/314243080 2018-12-13 13:57:23 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/314243080 More staff at Mile End azahid7 https://padlet.com/jaldersonrice/8lq6k59usf8/wish/314276324 2018-12-13 14:57:11 UTC https://padlet.com/jaldersonrice/8lq6k59usf8/wish/314276324