Techniques for Providing Outstanding Customer Service

Providing exceptional customer service should be one of the primary goals for all academic libraries. However, with the day- to- day interruptions, librarians sometimes forget all about customer service. By developing a Customer Service Task Force, Penfield Library has been able to develop a number of projects in the past two years to greatly improve its reputation. Such methods as surveys and small and large focus groups were conducted to determine what projects needed to be addressed. Tips and tricks to providing quality customer service in a small college/university library are also presented

Evolutionary dynamics and estimated routes of infection on a disconnected transmission tree.

<p>We simulated evolutionary dynamics on top of a pre-specified transmission tree, in which three cases are imported to the community under observation. (A) Genomes are represented by colored circles, colored according to genetic distance from the first sampled genome in individual 1; red denotes an identical genotype, while colors closer to the blue end of the spectrum denote an increasing genetic distance from this reference genome. The expected genetic distance between imported cases was 12 SNPs. (B) Estimated routes of infection. We assumed that recovery times were not observed, such that any previously infected host could be the source of infection at the time of transmission. Routes with posterior probability < 0.05 are not shown. This network diagram was plotted using the igraph package [<a href="http://www.plosone.org/article/info:doi/10.1371/journal.pone.0129745#pone.0129745.ref032" target="_blank">32</a>].</p

Genomic diversity in a population undergoing bottlenecks.

<p>Expected diversity within a population undergoing bottlenecks of size 2 at times 1000 and 2000. A total of 100 populations were simulated over 3000 generations, starting with a single genotype. The black line indicates the mean diversity of the simulations, with the shaded blue area representing the central 95% quantile. Figure plotted using the diversity.range() function.</p

ROC curves for estimated networks under various scenarios.

<p>Under each scenario, 25 datasets were simulated. Lighter lines indicate the ROC curve for a particular replication, while the heavier lines indicate the mean ROC curve for a given scenario. The dashed line indicates the ‘no information’ ROC curve, where sources are guessed at random. It was assumed that the order of infection is known, such that individual has potential sources (meaning that guessing sources at random produces an ROC curve above the diagonal). TPR: true positive rate; FPR: false positive rate.</p

Estimated transmission networks, based on periodical sampling of isolates.

<p>The true transmission chain begins with individual identified by the large red dot, and proceeds around the circle as directed by the black arrow. The first individual had a heterogeneous infection, with an expected pairwise distance of 5 SNPs. Each network represents a single estimate of a simulation, with edge weighting proportional to the relative probability of infectious contact, inversely proportional to the mean genetic distance between individuals. It was assumed that the order of infection is known, such that the th infection has potential sources.</p

A simulated infection network (A) is estimated using importance factors of (B) and (C).

<p>The color of edges represents the probability of their existence, while the color of each node represents the highest probability assigned to any its potential sources (thus red indicating near-certainty about the source of a node). Data were simulated with a mutation rate , transmission rate and removal rate .</p

The development of diversity from an initial clonal population, using parameter estimates for <i>S. aureus</i>.

<p>The generation time was 30 per site per year, and we used an effective population size in the range of 50–5000.</p