Library Faculty/Staff Scholarship and Research

Permanent URI for this collectionhttp://hdl.handle.net/1903/11

Browse

Author: search.filters.author.Epps, Sharon

Search Results

Now showing 1 - 2 of 2
  • Thumbnail Image
    Item
    Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem
    (Taylor and Francis, 2016) Epps, Sharon; Kidd, Judith; Negro, Toni; Sayles, Sheridan
    High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working at public service points in the University of Maryland Libraries. An online course, in-person workshops, and digital badges were devised. Assessment was conducted at the end of the first year, resulting in revisions to the course.
  • Thumbnail Image
    Item
    Diversity and Inclusion at UMD Libraries Survey Results
    (2015) Chadley, Otis; Edwards, Jamie; Epps, Sharon; Garritano, Jeremy; Horbal, Andrew; McDonald, Celina Nichols; Sorrell, Cynthia; Tchangalova, Nedelina; Wheeler, Lisa
    The Diversity Advisory Committee (DAC) conducted a Diversity Climate Assessment Survey in order to assess the diversity health of the University of Maryland Libraries. The survey was initially conducted for three weeks in July-August, 2014 and re-activated, per Dean Steele’s instructions, for another week in September to get as good a view of diversity issues in the Libraries as possible. This DAC snapshot reports findings on how library faculty, staff and student workers perceive the current state of diversity and inclusion within the Libraries. It also provides information about what organizational changes, training, and programs will be most beneficial to the library staff.