This week is my introduction to front desk operations at the City Archive. The Archive uses serveral programs to organize, maintain, and describe not only the records stored here but also the regular work flow of the staff. Every request for documents is met with clear guidelines to allow staff to meet the needs of users. Everyone has access to the work flow of all the staff ensuring that one person's absence doesn't adversely effect services. Appointments are carefully made and recorded in Outlook with information regarding specific documents the users wishes to view. Charges are quoted and explained when the appointment is booked. Policies are reviewed with every customer before they view the documents.
Every time information is obtained for those requesting information, the research steps are recorded and logged to ensure there is no confusion as to the status of the research request. Staff even recently suggested adding an additional monitor to the computers in the front of house to enable research to be more effective. The idea was analyzed and researched, implemented and now staff are able to analyze information in a much more efficient manner.
The system in operation at the City Archive is very well conceived. It makes use of software to allow needed information to flow and creates a secure and stable workplace. I also appreciate the high level of customer service skills demonstrated by the staff.
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