HR's Contact Statement

I saw this in the HR office:

"The Employee Services & Professional Development team provides timely and accurate information, excellent customer service, and professional growth opportunities for all members of the Richland College Community."

Definition of Contact Requirements

I thought it might helpful to insert a reminder of what is meant by the term "contact requirements."

As stated in the Program Review Report Template:

" [Contact requirements are] commitments made to the people we serve without precondition. Examples include: 1) Advisors will greet each student with a smile and call them by name. 2) The research office promises to requests in a format that is user friendly, etc.l "

Contact Requirements

On Wednesday, February 20, 2008 the librarians met yet again to work through matters concerning the Library Program Review.

This was the statement that we came up with. There was a belief among some that this should be integrated with the [revised] mission statement.

In order to connect learners with knowledge, the Richland College Library staff:

... Focuses on user needs.

... Delivers expert, friendly, welcoming service.

... Provides a high quality collection of print and electronic sources.

... Facilitates the learning of information literacy skills.

It was further stated that measures for the past 5 years could be derived from the following sources: Noel Levitz, CESSI, Campus Quality, and the Annual Student Satisfaction Survey that the library conducts. For the information literacy item these sources may provide support: Knowledge Checker, 2003/2004 –, Class Quizzes, Comments, and Certificates.

Contact Requirements Summary Notes 1/9/08

Contact Requirements

The library staff will connect users with knowledge:

· Ethically

· In a friendly/engaging/inviting manner

· Professionally

· Efficiently (in a timely manner)

· Using appropriate resources

need something here about teaching information literacy classes??

Contact Requirements

mention of "contact requirements" and follow up in a document from Univ. of West Georgia
http://www.bf.westga.edu/cpf/Ga_Oglethorpe/2006GAOglthrpUWG.pdf

Quote below is from Grand Rapids Community College
http://web.grcc.cc.mi.us/Pr/IRP/2004/FeedbackReport-GRCCFinal.doc

• Advisory boards, community conversations, focus groups, and surveys are used to determine contact requirements. Relationships with current students (considered the most important stakeholder) are maintained through Budget Forums, Student Congress Forums, activities, honors, recognition, and staff interaction. Electronic means have been and are being developed to maintain relationships with alumni and donors.
• GRCC employs numerous methods of obtaining student and stakeholder information through surveys, face-to-face meetings and “point-of-contact” or immediate feedback from services such as the library. GRCC determines key student and stakeholders contact requirements with a system that is fact-based both quantitatively and qualitatively, and well deployed. The evaluation process is in place regarding students but in the early stages in regards to other stakeholders. Student satisfaction/dissatisfaction is determined by surveys. When areas on the survey score less than a 4 on a 5 point scale, comments are read for actionable information

Suggested Labels

Here are some suggested labels/subjects that we might address with blog entries:

strengths
weaknesses
opportunities
threats
stakeholders
contact requirements
measurements