OBSERVATION 2: SERVICE MODELS AND LEVELS OF SERVICE  

Purpose: Examine a service environment in terms of service model and goals of the organization. What is the meaning and practice of service provision and information delivery in this environment?

Activities and Environment:

• Choose an information service environment from the choices discussed in class
• Spend 1-2 hours in this environment observing service delivery and attempt to acquire an overview of types of services provided
• Arrange an interview with the individual in charge of service provision in this organization to discuss service objectives

Observation:
If the situation permits it, observe information encounters, types of questions and responses provided in this setting.

Interview with services manager:
Learn more about the information services goals and mission of this organization by querying the service manager (or whomever seems to be in charge of the information services department or that person who primarily provides the information services).

Recommended questions:

• Is there a mission statement re. service provision? What does it include? Can I have a copy?
• What are the range and types of questions commonly asked in this environment?
• What preparation, education, ongoing training are expected of information service providers?
• What is the commonly agreed upon time frame for working with a client, customer?
• Is there provision for follow up with clients, customers?
• Is there a policy or practice of following up with customers for questions not answerable in the short run?

For class discussion:

• Characterize the service model employed (formally adopted or implied)  by this organization
• What does information service provision mean to this organization?
• What do you see as the institutionalized devices or practices that encourage good service provision in this environment (or conversely those that inhibit good service provision)
• Does this organization succeed in service provision (goals notwithstanding)

DUE DATES:

• THURS. 19 MARCH:  In class discussion on the issues and questions raised by these observations
• FRI. 20 MARCH:  Submit a brief description of site visited; questions asked; name of service provider interviewed