With restricted budgets and increased emphasis on providing excellent and efficient service, it’s essential to lead regular, system-wide training sessions. These workshops keep our workforce sharp and in touch with customers’ needs. Hiring a consultant to train 1,200 staff at over 80 locations poses problems with time, efficiency, coverage and cost. Producing customizable guides and handouts accompanied by instructional “train-the-trainer” videos demonstrating how to conduct each meeting helped us surmount these challenges. SNIPPETS were designed for use at regular staff meetings lasting about 30 minutes. These interactive meetings promote teamwork, provide a safe space for service improvements, generate a positive esprit de corps, and create usable outcomes. Staff highly rated SNIPPETS as a positive place to speak openly about their views on customer service.

All SNIPPETS components, including scripted guides with handouts and video, were produced by a consultant through collaboration with Library staff. Library staff with previous experience in video production filmed and edited the ten instructional “train-the-trainer” videos. The consultant led a “mock staff meeting” for each SNIPPET videotaping accompanied by a broad mix of Library and administrative staff acting as the cast. We created an intranet web page for managers to download guides and handouts and view videos for each SNIPPET. The site remains a resource for new librarian and administrative managers as a reference to view other staff-generated service ideas.

SNIPPETS provide managers with the tools necessary to lead participative, outcome-oriented staff meetings. Each SNIPPET session provides staff opportunities to create their own commitment for realizing the Library’s service goals and values. All library staff attended monthly SNIPPETS for one year. Managers were coached on practical, participative methods of training groups of employees in enhanced service skills. Staff learned to promote open communication, identify solutions, create customized service guidelines and scripts, and produce tangible outcomes and accountabilities. A preliminary survey revealed that 70% of the employees reported that SNIPPETS meetings improved their customer skills and customer satisfaction improved. This was reflected in performance appraisals as well. Staff participation in meetings was higher and managers were able to implement staff ideas for service improvements.