Students are returning from holiday break and jumping back into the rhythm of study, teaching and learning. Meanwhile, the staff in the Woodruff Library are gearing up for another hectic semester. One of the first orders of business for them to insure they are ready to provide service to the library users. The traditional method of accomplishing this is for staff to “refresh” themselves on customer service techniques, library policy and procedure.

Last year, the Library began using a room reservation application to book the group study and Technology Design Studio spaces. A short time hereafter, administrators saw the necessity to upgrade the software (EMS Lite by Dean Evans & Associates) to a more robust version with added functionality.

The week before classes, E-Learning Technologies unit was tasked with offering refresher sessions about EMS Professional, the room reservation software the Library is currently using. Staff provided two informal, relaxed tutorial sessions and a 3-page, step-by-step instruction guide (listed in Document Archive) that illustrates how a staff member should book a room. The refresher sessions were well-attended and well-received. Librarians and staff gave us good ideas for how to refine and improve the room-reservation procedure.

The benefit of refreshing ourselves to this and other aspects of library service is that it keeps us current and helps us be better at what we do. We feel ready to offer another semester of room reservations and great customer service.