Andrew See & Travis Stephen Teetor (2014) Effective e-Training: Using a Course Management System and e-Learning Tools to Train Library Employees, Journal of Access Services, 11:2, 66-90, DOI: 10.1080/15367967.2014.896217, https://dx.doi.org/10.1080/15367967.2014.896217
Therefore, it seems I have found the perfect article for my purposes.
Online instruction and e-Learning tools are increasingly being used in the academic setting for faculty to deliver course content; however, most libraries have yet to apply the advantages offered by these tools to employee training. This case study from the University of Arizona Libraries (UAL) presents the challenges of sustaining traditional training approaches and the steps to develop an online training program, including identifying specific competencies needed to create effective online training, an approach to prioritizing where to start your program, and requirements for training platform selection. (See and Teetor 2014)
I suspect that most academic libraries struggle with similar versions of this problem, limited permanent staff, multiple locations, extensive hours of operation, and many part-time student employees with frequent turnover, and schedules that do not overlap with supervisors. The work consists of customer service, technology support, providing directions, basic research assistance, and building security.
Perhaps many instances of independent invention have occurred in academic libraries to address these issues. Our solutions at Colby College Libraries include a variety of tactics. We meet face-to-face at the start of each semester at each location as a staff. New employees receive focused instruction from a permanent staff supervisor during their first shift. Librarians likewise meet with as many student employees as possible and provide an hour of instruction on answering research questions — followed up by individual make up sessions to catch the rest. We have a selective interview process for student supervisors and train them more extensively. They assist with both training and administrative tasks in managing their respective staffs. We created a peer mentor program where new employees are partnered with returning employees and so gain the benefit of their experience. We also created a website to supplant our old training manual. We have enriched that sight with instructional videos created by student employees. We refer to that site when we answer employee questions to impress upon them that many answers are available to them through that resource. Finally, we meet for lunch once a semester all service desk employees from all locations and while the focus is fun, we sneak some training or review into these sessions as well. We like the authors of the article also systematically evaluate the employees’ job knowledge and retrain as necessary. This yields good, but not great results and I am feeling increasing pressure to achieve great outcomes.
The authors first described a new position, a specific employee to create their online instruction. They then describe the selection process for LMS. They then describe the content areas of the LMS they use: “Checklist, Content, Quizzes, Dropbox, Grades, Classlist, Discussions, and Syllabus.’ Because these categories are facets of the particular LMS, I will not spend a lot of time summarizing the details of their curriculum. However, their discussion of creating online content does bear some study. They used the Desire2Learn LMS system, but for content creation, they describe three tools: Adobe Presenter, Articulate Storyline, and Panopto.
They evaluated the results of the new training on cost savings, test results, and observation of task performance.
- “In terms of cost savings, online training will likely result in cutting F2F time in half instead of eliminating it completely.’
- “Similarly, UAL employees who have used the online training have been just as successful in passing tests as their counterparts who received predominantly F2F instruction.’
- “While there has not been an in-depth comparison of performance when trained F2F versus online, employees have proven just as capable and have completed this stage of training just as quickly, regardless of how they were trained.’
Again, these conclusions are conservative as with most academic writing. However, to my mind as an Assistant Director whose business is the same business. I think there is plenty to go on here. I have shared this article with my permanent staff and my student supervisors. We will be discussing it 10/10/2014 at our supervisors meeting.
The authors’ finally end with this conclusion: “While we have received feedback from trainees about their desire to have a greater degree of F2F interaction, overall the online program has proven to save time while achieving the same degree of effectiveness in preparing employees to work at service sites. We plan to address this need by adopting a flipped classroom approach to supplement online learning with F2F activities and workshops.”
Over the last 5-6 years, we, at my work, have approached and shied away from using the LMS system for these purposes. I decided on my way into work this morning that I was done with the indecision. I meet with our Instructional Designer today to review the objections that have been raised in the past. To see if these objections still had any bearing on the matter — she convinced me that none are meaningful any longer. In the morning, I will schedule a training meeting, next week, for my staff with this person. Moreover, we will move aggressively into online learning in support of improved employee performance. Another important conversation was had today with a new colleague an Assistant Director in an adjacent department. We agreed to revisit a past initiative to create a career path for student employees in our library. Several years ago, we did this hard work and had good success with it. Alas, we lost track of it in our reorganization. I think these two projects go hand in hand.
There that was the easy part.
“Therefore, it seems I have found the perfect article for my purposes.” I imagine a maniacal cackle follows these words, “muah ha ha”!
I once had a similar position at Olivet College and I wonder what you mean by, “I am feeling increasing pressure to achieve great outcomes.” It already sounds to me like you’re doing a thorough job. I’m wondering what “great” outcomes look like?
Lastly, I like your “action items” list in the final paragraph. It sounds like this article affected you in a very real way.
Internally, my boss said, “It is not enough to achieve customer satisfaction I want our organization to surprise and delight.” Externally the new president has indicated that we need to become one of the top liberal arts colleges to survive. Combined with the controversy surrounding our renovation and bringing a storage facility online (moving 60% of the collection out of the main library) and the subsequent outrage and a huge hit to our reputation and credibility. Combined with the fact that I am not employing adults, professionals in customer service, but first time employees, teenagers. So, thorough cannot be enough if we are to achieve “surprise and delight” and yet I have to transform kids, into service professionals.
So, I talked about “excellent customer service” at our kick off meeting. Today, two young women working the desk, independently got up and escorted customers to the locations they needed to go, one in the building, the other out of the building, they covered for each other when they did this. This is a moment of surprise and delight for the customer. I praised the two young ladies and thanked them for this performance. One blushed and they both were very pleased. That is some of what I am getting at when I talk about motivating employee performance. This was earning an “A” in the workplace.
Excellent. Yes, “surprising and delighting” – tough benchmarks.
Interesting assertion that in order to survive as a small private liberal arts college, one needs to be “top”… I would agree. The implications, however, are very interesting. If a transformation is involved, this can be a very tough thing. Like changing one’s relatives or something. Very challenging.
Wonderful customer service story. Those are valuable life-lessons regardless of one’s field. They’re about human understanding, empathy, self knowledge, all those aspects on the left hand side of Fink’s taxonomy for significant learning.
Pingback: Article Review #5, Bob Heath, Online Pedagogy, ED 655 – Scholarship
Pingback: Eureka: discovery of a topic, ED 653 – Scholarship
Hurrah, that’s what I was searching for, what a material!
present here at this web site, thanks admin of this web site.
Some genuinely interesting details you have written.Assisted me a
lot, just what I was looking for :D.
I loved as much as you’ll receive carried out right here. The sketch is attractive, your authored subject matter stylish.
nonetheless, you command get bought an shakiness over that
you wish be delivering the following. unwell unquestionably
come more formerly again since exactly the same nearly a lot often inside case you shield this hike.
I loved as much as you’ll receive carried out right
here. The sketch is tasteful, your authored material
stylish. nonetheless, you command get got an impatience over that you wish be
delivering the following. unwell unquestionably come further formerly again since exactly the same nearly
a lot often inside case you shield this hike.
Good post. I learn something new and challenging on blogs I stumbleupon everyday.
It’s always useful to read through content from other writers and practice a little something from their web sites.
Oh my goodness! Incredible article dude! Thank you so much, However I am having difficulties with your RSS.
I don’t understand why I am unable to join it. Is there anybody having similar RSS problems?
Anyone who knows the solution can you kindly respond? Thanks!!
Good site you’ve got here.. It’s difficult to find excellent writing like yours these days.
I really appreciate people like you! Take care!!
obviously like your website however you have to test the spelling on quite a
few of your posts. Many of them are rife with spelling issues and I in finding it very bothersome to inform the reality
on the other hand I will surely come back again.
Hi there, You have performed an excellent job.
I’ll definitely digg it and individually suggest to my friends.
I am sure they will be benefited from this web site.
My partner and I stumbled over here different page and
thought I might as well check things out. I like what I see so i am just following you.
Look forward to finding out about your web page for a second time.
Its not my first time to visit this web page,
i am visiting this website dailly and take pleasant data from here all the
time.
I used to be recommended this web site through my cousin. I am
not positive whether this put up is written by way of him as nobody
else recognize such distinct approximately my difficulty.
You are incredible! Thank you!
Good way of describing, and nice article to obtain information regarding my presentation subject matter, which i am going to present in institution of higher education.
I know this website gives quality depending content and other material, is there any other website which presents such things in quality?
Attractive section of content. I just stumbled upon your web site and in accession capital to assert that I acquire actually enjoyed
account your blog posts. Anyway I’ll be subscribing to your feeds and even I achievement you access consistently rapidly.
I am regular reader, how are you everybody? This piece
of writing posted at this web page is really nice.
I see you don’t monetize your page, don’t waste your traffic,
you can earn additional cash every month because you’ve got hi quality content.
If you want to know how to make extra bucks, search for:
best adsense alternative Wrastain’s tools
Thank you for another informative web site. The place else could I get that type of info written in such a perfect way?
I have a undertaking that I am simply now working on, and
I’ve been on the glance out for such info.
Aw, this was a really good post. Taking a few minutes and actual effort to make a great article… but what can I say… I put things
off a lot and never manage to get anything done.
Hello there, You’ve done a fantastic job. I’ll definitely digg it and personally suggest to my friends.
I am confident they’ll be benefited from this web site.
Ӏncredible quеst there. What occurred after?
Good luck!
Greetings! I know this is kind of off topic but I was wondering
if you knew where I could locate a captcha plugin for my comment form?
I’m using the same blog platform as yours and I’m having
trouble finding one? Thanks a lot!
Good way of explaining, and pleasant piece of writing to obtain data
about my presentation topic, which i am going to present in academy.
This post is invaluable. When can I find out more?
Hi there, after reading this amazing article i am too happy to share my experience here with mates.
Thank you, I have recently been searching for info approximately this topic for a while and yours is the best I have came
upon till now. But, what about the bottom line? Are you sure concerning the
supply?
Such nice Post! You might also be interested in trying my online video downloader: Video Grabber
I was suggested this blog through my cousin. I’m not positive whether
this put up is written by means of him as nobody else recognize such special about my difficulty.
You’re amazing! Thanks!
Very helpful article! Thanks very much for sharing!
I just like the helpful info you supply on your articles. I’ll bookmark your blog and test again here frequently.
I am fairly sure I will be told plenty of new stuff proper right here! Best of luck for the following!
Kamagra Online Flashback swispswaromi https://ascialis.com/# – cialis canadian pharmacy Dimeclalia Viagra Belgium epheds buy generic cialis invelp Generic Viagra Canada Rx
Way cool! Some extremely valid points! I appreciate you penning this post plus
the rest of the site is also really good.
I like what you guys tend to be up too. This kind of clever work and reporting!
Keep up the great works guys I’ve included you guys to my personal blogroll.