Accessible Customer Service Practices

Grand Valley State University and University Libraries (UL) are committed to inclusion and diversity. Additionally, University Libraries has a shared service philosophy—Steps to Giving Great Service—to guide how we deliver customer service across the Libraries. The following practices are meant to provide employees with practical tips on how to provide accessible customer service. These practices align with our larger service philosophy and support the university’s values of inclusion and equity. Accessibility is defined by the University Libraries IDEA (Inclusion, Diversity, Equity, and Accessibility) committee as: “Ensuring our tools, devices, services, and environments are available to and usable by as many people as possible.” These leading practices seek to help us provide accessible service that promotes the principles of dignity, independence, integration, and equal opportunity

Leveraging User Experience Expertise for Engaging and Sustainable Social Media

This presentation discusses an evolution of our staffing model that revived our library’s Twitter account, beginning with creating a sustainable workflow to allow for more engaging content by leveraging the expertise and creativity of front line user experience staff. We’ll discuss the entire evolution from having a single librarian generating content to this team-based approach, discuss missteps, and share the positive outcomes. Lastly, we’ll discuss meaningful assessment to ensure the identifying and transmitting of key messages frequently and effectively, and sustainable expansion into new social media platforms

User Experience At Grand Valley State University: Training Students Who Take the Lead in Staffing the Library’s Single Service Point

This chapter overviews the training plan for Grand Valley State University Libraries’ User Experience Student Assistants, the student colleagues who take the lead in staffing the single service desk at the Mary Idema Pew Library Learning and Information Commons