Exercise 2: Create guidelines

Exercise 2: The aim of a mystery shopping exercise is performance measurement and service evaluations AGAINST a set of predefined standards. (Purcell)

ACTIVITY: Given a performance guideline, how can you see it playing out (good and bad)?

Group 1: 1. Approachability; 1.2    Is poised and ready to engage approaching patrons. The librarian is aware of the need to stop all other activities when patrons approach and focus attention on the patrons’ needs.
Chatting and listening to music; focused on personal computer use (bad)

Group 2:  2. Interest; 2.5    Signals an understanding of patrons’ needs through verbal or non-verbal confirmation, such as nodding of the head or brief comments or questions.

Eye contact, welcoming statement (good)

Group 3: 3. Listening/Inquiry; 3.5    Rephrases the question or request and asks for confirmation to ensure that it is understood.

Say things like “does this make sense?” (good)

Group 4: 4. Searching; 4.3      Explains the search strategy and sequence to the patrons, as well as the sources to be used.

Could see student being referred to the reference desk.

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