Library Quarterly Report FY24 Q2: October-December 2023

Spotlight: Library Staff Training Completes VDOT of Tomorrow Effort

Consultant Dave Tyckoson (center) traveled from Minnesota to lead an all-day seminar for library staff on customer service.  

In October VDOT announced completion of the VDOT of Tomorrow (VoT) effort, noting a new program called Drivers. We completed a program developed with Deloitte to meet the VoT requirements for workforce development, which focused on user satisfaction and customer service. First, we upgraded the library's Quality of Service (QoS) survey (in place since 2021), reported in the library's FY21Q4 spotlight, replacing it with the Net Promoter Score (NPS) survey, in the hopes it would be briefer, more accurate, and have a better response rate. The change will take effect next quarter. Second was a staff training session, held October 18th. The training was conducted by Dave Tyckoson, a consultant with 42 years of library experience. He analyzed library tickets and satisfaction survey data in developing training materials, and had many helpful insights into customer service, which we discussed in a group training session. Both morning and afternoon sessions were recorded for use by future library employees. The final elements of the contract were a series of three webinars: Implementing the READ Scale (Nov. 1), Tips for Communication with Patrons, Part 1 (Nov. 5) and Part 2 Dec. 6), which were also recorded.