Delivering on "Yes"

DBRL is conducting a study to identify obstacles to good customer service, and to explore opportunities for new services. All staff are asked to briefly document patron interactions that involve "no." As a result of this study, we hope:

• To find out if we place obstacles between the user and the service.
• To identify trends that could be used to improve our customer service.
• To get different perspectives from all our service points and programs.
• To find out if our rules and policies are user-centered, or if they serve the organization.
• To advance recommendations for planning and budget consideration.

Your participation is vital to the success of this project. We are asking you to provide insight into your everyday patron encounters and observations. By doing so, DBRL will be able to develop new services, facilities, collections, policies and practices, and even staff training. Your input is the foundation in creating a better library experience for both patrons and staff. Pretty cool, huh?!