Cultivating public service competencies in student employees: a case study

How can we best train student employees for public service roles? At UC Berkeley, as in many academic libraries, a employee is the first person that user will see when entering library; they are “face of library.” A positive interaction set tone user’s library experience, while negative may discourage from ever visiting again. As such, it critical to prepare staff with competencies engage positively users and feel confident their roles. This paper shares case study services training piloted Access Services at Berkeley.