| Rating |
Examples
of behavior that would typify this rating |
|
Unacceptable
|
- Oblivious to
the needs of the patrons.
- Offends or confuses
patrons.
- Frequently rude,
unhelpful, or uncooperative in handling telephone or in-person inquiries.
- Communication
and actions compromise the good reputation of the University, the
Library, and its staff.
|
| Needs
Improvement |
- Interactions
with patrons vary from encounter to encounter.
- Lets mood or
circumstances dictate behavior and acts unpredictably in response
to patrons.
- Occasionally
uses inappropriate means of expression.
- Does not follow
up on promised actions.
|
| Meets
Expectations |
- Communicates
in a clear, positive manner.
- Treats patrons
with respect, tact, and courtesy.
- Exercises good
judgement when dealing with patrons.
- Gives out accurate
information.
- Seeks assistance
from other staff to meet patron needs.
- Consistently
seeks to maintain the good reputation of the University, the Library,
and its staff.
|
| Exceeds
Expectations |
- Communicates
with patrons in a clear, positive manner, even under stressful conditions.
- Simplifies and
eases the patrons interactions in the Library.
- Recognizes patrons
needs that require the review, evaluation, or creation of Library
policy.
- Consistently
follows through on promised actions.
|
| Achieves
Excellence |
-
Contributes
significantly to the good reputation of the University, the Library,
and its staff.
-
Consistently
exceeds expectations in each of the following areas:
-Communicates in a clear, positive manner
-Treats patrons with respect, tact, and courtesy
-Exercises good judgement
-Provides accurate information
-Seeks assistance from others to help patrons
-Simplifies and eases patron interactions with the Library
-Recognizes situations where Library policy needs to be reviewed,
evaluated, or created
-Follows through on promised actions
|
