Awarding Quality Service

Susan Banoun

“Susan Banoun has an outstanding reputation as a problem solver,” said her nominator when recommending her for the Spring Quarter Quality Service Award.

In her job as Head of the Electronic Resources Department, Susan continuously works toward increasing effectiveness and creating positive user experience in accessing e-resources. An example of this is her work in creating a library catalog error report form. This form provides a direct, easy communication for users when they encounter a problem in the Library Catalog. Susan responds quickly to troubleshoot and facilitate resolution for the user.

Susan is known by colleagues and users alike for being extremely approachable. She is the first-point of contact by choice by many seeking technical service assistance. She is a true cataloger – accurate and detail oriented to the finest detail, a fact she takes great pride in. She is also accountable. When she has a project or task to do, she takes ownership and will see it through to a successful end.

Ben Kline

In nominations for the Summer Quality Service Award, Ben Kline, Assistant Director of Circulation Services, was cited for exceptional achievement in four of the five stated criteria:

1. Making work processes or systems more effective
2. Being widely recognized as a role model for quality service
3. Exhibiting high degree of initiative
4. Increasing productivity through innovative solutions

Numerous examples were given of Ben’s work in meeting these criteria including his development of the UC Libraries online Circulation Manual, his creation of simplified procedures for multimedia equipment borrowing, and his relocation of the holding shelves to behind the Circulation Desk as a place to reorganize books for reshelving. Of particular note was Ben’s expertise in circulation statistics. He created a method of gathering and using statistics for measuring and maximizing information that has become so successful he was asked to present his knowledge at Innovative User Group conferences to the benefit of those on a national level.

Ben routinely strives to streamline and improve work processes – both large and small. As one nominator wrote, “Ben’s ideas in action are widespread and have had lasting effects both within the department and across the organization.”

The Quality Service Award recognizes the fine work of the University of Cincinnati Libraries staff who endeavor to provide the best service to library users as well as to colleagues. The award is presented three times per year.

Group Award

Once each academic year, the UC Libraries award a Quality Service Award to a department, committee, or task force that has excelled in delivering quality service. The 2009/2010 Group Quality Service Award was given recently to the Donald C. Harrison Health Sciences Library (HSL) IT Team comprised of Birsen Kaya, Dennis Tunningley, and Peter Poulos.

The HSL IT team was noted for regularly going above and beyond to make everyone’s jobs in HSL easier. Their approachability, accuracy, and accountability were noted as examples of the quality service they provide all users. Colleagues and library users alike have come to rely on the efficient work and services provided by the HSL IT team – whether it’s setting up a new employee’s work station, trouble-shooting technical problems, or maintaining HSL computers, the HSL IT team plays a vital role in the day-to-day operations and research of those in the Academic Health Center.

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