Examples of Service Improvements
Specific Examples and Generalized Anecdotes

1. more confident paraprofessionals are more approachable--people don't feel bad about asking for help

2. having a broader view of the role/work of libraries, helps me to make better referrals

3. because I feel like I can handle problem situations better, I'm more willing to approach a person who looks confused or unhappy

4. I've made referrals to other libraries because I've learned what different resources they have

5. I observed a participant do an outstanding job of explaining a library policy; I know she wouldn't have been able to do this before the program

6. because I know more about functions now, I can help beyond my assigned job--this is especially important when we're short staffed

7. I delegated a big analysis project to someone in the program because her community analysis had been so thorough and complete; otherwise I'd have done it myself or looked to another librarian to do it

8. someone who used to be pretty rude to patrons was working more effectively with them after being in the program

9. several people in the program were promoted or moved into higher level positions; they attribute this to the program as a source of motivation for them as well as a source of skills

10. I know my limitations better now--I may attempt fewer things, but I do them much better, so the people I assist end up getting the right service from the right person

11. having this (voluntary certification) as a complete package makes it more saleable to boards and lets administrators defend what's happening in their library--it validates policies and practices for the profession as a whole

12. I'm doing some technology support that no one would ever have let me do before--and I probably wouldn't have known how

13. I've done a bunch of new displays based on stuff I learned about at the session on readers' advisory

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