Monday, November 17, 2008
On Friday night, after the library closed, I went up to the darkened Tower Room at the top of the Library and watched the nighttime launch of the shuttle. The photos don't do the event any justice. I took them on my phone, but trust me it was magnificent to watch it light up the night sky, soar above the treetops first image), pierce the clouds (second image), and then see it pass by the moon (last two images.)
Another reason I am lucky to live in Florida.
Thursday, November 13, 2008
Rollins has been conducting a customer service study this semester. The people involved recently surveyed the A&S students (the residential, liberal arts component of our student body) about offices and departments on campus and rated their customer service on a scale of 1-4 (1 being lowest, 4 being highest.) Two departments on campus stood out head and shoulders above the rest in terms of how the A&S students perceived the quality of service provided.
Drum roll please .....
Olin Library was rated at 3.56 with a standard deviation of 0.6 (non-statistical translation: we rated very high and most respondents agreed with that high rating.)
Second drum roll .....
Only one other department on campus exceeded our rating, and then only by 0.06. If you have ever used the services of Doc and his team this result will not surprise you. They do a magnificent job of finding solutions rather than problems and have created a great atmosphere down in the basement of Mills. Do you know any other Post Offices you can say that about?
Exceptional service, information resources, and a welcoming environment for the Rollins community.
When we brought in Leslie Bonner to consult with us on customer service a couple of years ago, I said I wanted Circulation to become a model for other service points on campus. I wanted other departments to come to us and ask us how we did such a good job. Well, Roger Casey wants to use the results of this survey to do just that. He will be asking Olin, and the Post Office to explain to other departments what we do and how we do it in an effort to help them improve their own customer service. Stay tuned for more details.
But for the moment, let's just bask in the glory .... and if you see an Olin person around, congratulate them. This is entirely due to their hard work.