{"id":19742,"date":"2024-02-26T16:24:00","date_gmt":"2024-02-26T14:24:00","guid":{"rendered":"https:\/\/blogs.uef.fi\/ueflibrary\/?p=19742"},"modified":"2025-11-06T17:15:02","modified_gmt":"2025-11-06T15:15:02","slug":"tyopaiva-kirjastossa-2-asiakaspalvelu-workday-at-the-library-2-customer-service","status":"publish","type":"post","link":"https:\/\/blogs.uef.fi\/ueflibrary\/tyopaiva-kirjastossa-2-asiakaspalvelu-workday-at-the-library-2-customer-service\/","title":{"rendered":"Ty\u00f6p\u00e4iv\u00e4 kirjastossa 2: asiakaspalvelu | Workday at the library 2: customer service"},"content":{"rendered":"\n

(Please, scroll down to read in English.)<\/bdo><\/p>\n\n\n\n

T\u00e4m\u00e4 teksti on osa kirjoitussarjaa, jossa It\u00e4-Suomen yliopiston ty\u00f6ntekij\u00e4t kertovat tavallisesta ty\u00f6p\u00e4iv\u00e4st\u00e4\u00e4n. Sarjan tarkoituksena on havainnollistaa nykyp\u00e4iv\u00e4n tieteellisten kirjastojen erilaisia teht\u00e4vi\u00e4 ja vastuita.<\/strong><\/p>\n\n\n\n

Hei, olen Piia. Ty\u00f6skentelen asiakaspalveluteht\u00e4viss\u00e4 It\u00e4-Suomen yliopiston kirjastossa. Minut voi tavata kasvokkain niin Kuopion kampuskirjastossa kuin KYSin tieteellisess\u00e4 kirjastossa. Lis\u00e4ksi juuri min\u00e4 saatan vastata s\u00e4hk\u00f6posti- tai chat-viestiisi tai puhelinsoittoosi. Jos taas olet k\u00e4\u00e4ntynyt kysymyksinesi kirjastobotti Uffen puoleen, olet n\u00e4hnyt k\u00e4denj\u00e4lke\u00e4ni botin sy\u00f6vereiss\u00e4. On my\u00f6s hyvin todenn\u00e4k\u00f6ist\u00e4, ett\u00e4 tiedote, jossa kerrotaan arkipyh\u00e4n yll\u00e4tt\u00e4vist\u00e4 aukioloajoista, on kulkenut n\u00e4pp\u00e4imist\u00f6ni kautta. Ty\u00f6p\u00e4iv\u00e4n j\u00e4lkeen minut saattaa n\u00e4hd\u00e4 Studentialla jumppaamassa. Olen viihtynyt n\u00e4iss\u00e4 monipuolisissa teht\u00e4viss\u00e4 nyt viisi vuotta \u2013 jumpalla vaihtelevasti. Koulutukseltani olen filosofian maisteri kirjallisuudesta, ja kirjastoty\u00f6h\u00f6n olen hankkinut muodollisen p\u00e4tevyyden informaatiotutkimuksen opinnoilla.<\/p>\n\n\n\n

\"Piia
Asiakaspalvelu on hauskaa! | Customer service is fun!<\/bdo> Kuva | Photo: Eeva Honkanen<\/figcaption><\/figure>\n\n\n\n

Aamut eiv\u00e4t ole vahvuuteni, mutta t\u00e4n\u00e4\u00e4n yll\u00e4t\u00e4n itseni olemalla ty\u00f6paikalla jo hieman j\u00e4lkeen kahdeksan. Minulla on oma ty\u00f6huone Snellmaniassa, mutta teen asiakaspalveluvuoroja s\u00e4\u00e4nn\u00f6llisesti my\u00f6s KYSin tieteellisess\u00e4 kirjastossa, joka on ty\u00f6paikkani t\u00e4n\u00e4\u00e4n. Minulla on l\u00e4pp\u00e4ri matkassa, ja aloitan aamun asettautumalla p\u00e4iv\u00e4n ty\u00f6pisteelle. Kuten tavallisesti, kurkkaan ensimm\u00e4iseksi s\u00e4hk\u00f6postin, Teams-viestit, yliopiston sis\u00e4isen viestint\u00e4kanava Viva Engagen sek\u00e4 tikettij\u00e4rjestelm\u00e4 Efecten, jonka kautta asiakkaiden s\u00e4hk\u00f6postiyhteydenotot kulkevat, ja vastaan viesteihin. Saan Joensuun kampuskirjaston kollegalta pyynn\u00f6n tarkistaa er\u00e4\u00e4n kirjan sivunumeroinnin asiakasta varten. Olen kuitenkin tuota askaretta ajatellen v\u00e4\u00e4r\u00e4ss\u00e4 paikassa, ja ohjaan pyynn\u00f6n eteen p\u00e4in kollegalle Kuopion kampuskirjastoon Snellmaniaan.<\/p>\n\n\n\n

Minulla on asiakaspalveluvuoro klo 10\u2013<\/em>12, ja avaan kirjaston klo 10. Ennakoin hieman avauspuuhissa ja k\u00e4yn k\u00e4ynnist\u00e4m\u00e4ss\u00e4 tietokoneet etuk\u00e4teen, sill\u00e4 p\u00e4iv\u00e4n ensimm\u00e4inen palaveri on aikataulutettu p\u00e4\u00e4ttym\u00e4\u00e4n kirjaston avautuessa. H\u00f6rpp\u00e4\u00e4n kahvit ennen palaveria. Palaverissa keskustelemme yhdess\u00e4 yliopiston tila- ja digipalveluiden kanssa k\u00e4yt\u00e4nteist\u00e4 liittyen asiakkaiden omaisuuteen ja tietoturvaan kirjastossa. Kuopion ja Joensuun kampuskirjastot ovat 24\/7-tiloja, joihin UEFin opiskelijat ja henkil\u00f6kunta voivat saada oman kulkutunnisteen. Kirjaston palvelun sulkeutuessa tilat kuitenkin tyhjennet\u00e4\u00e4n hetkeksi kokonaan, ja toisinaan tilaan j\u00e4\u00e4 tai j\u00e4tet\u00e4\u00e4n tuossa vaiheessa runsaastikin henkil\u00f6kohtaista omaisuutta. Palaverissa pohdimme toimivia k\u00e4yt\u00e4nteit\u00e4 tilanteisiin, joissa emme tied\u00e4 tavaroiden omistajaa. Lis\u00e4ksi keskustelemme asiakkaiden tietoturvan varmistamisesta tietokonealueella, jos asiakas ei itse huomaa lukita konetta tai kirjautua ulos ty\u00f6pisteelt\u00e4 poistuessaan kirjastosta. N\u00e4ihin aiheisiin tulemme palaamaan aikanaan my\u00f6s asiakastiedotuksessa.<\/p>\n\n\n\n

Palaveri p\u00e4\u00e4ttyy hieman etuajassa ja ehdin hyvin hoitaa loput avauspuuhat ennen kello kymment\u00e4. Aamurutiineihin kuuluu luukkuihin palautuneiden kirjojen k\u00e4sitteleminen kirjastoj\u00e4rjestelm\u00e4ss\u00e4 niin, ett\u00e4 tied\u00e4n, onko kirja menossa varaajalle, omalle paikalleen toisessa UEFin kirjaston toimipisteess\u00e4 vai t\u00e4\u00e4ll\u00e4 paikan p\u00e4\u00e4ll\u00e4. Lis\u00e4ksi aamuisin poimitaan hyllyist\u00e4 asiakkaiden tekem\u00e4t varaukset, joista kirjastoj\u00e4rjestelm\u00e4 l\u00e4hett\u00e4\u00e4 asiakkaan s\u00e4hk\u00f6postiin saapumisilmoituksen. KYSin tieteellisen kirjaston ja Kuopion kampuskirjaston v\u00e4lill\u00e4 kulkee UEFin tilapalvelumestareiden ja KYSin l\u00e4hettien kuljettamana kirjaliikennett\u00e4 kaikkina arkip\u00e4ivin\u00e4, ja vien p\u00e4iv\u00e4n l\u00e4htev\u00e4n postin postitushuoneeseen. My\u00f6hemmin teen vastaavan k\u00e4sittelyn saapuneelle postille, joskin kollegani tilaamat uudet kirjat annan h\u00e4nelle k\u00e4sitelt\u00e4viksi. Niille t\u00e4ytyy tehd\u00e4 erin\u00e4isi\u00e4 toimenpiteit\u00e4 ennen kuin ne ovat lainattavissa.<\/p>\n\n\n\n

KYSin kirjasto on kompakti, ja henkil\u00f6kunnan ty\u00f6huoneet ovat asiakastilojen yhteydess\u00e4. T\u00e4\u00e4ll\u00e4 onkin vakiintunut tavaksi ty\u00f6skennell\u00e4 omalla ty\u00f6pisteell\u00e4, ja singahtaa asiakaspalveluun tarvittaessa asiakkaan kutsusta. P\u00e4iv\u00e4n ensimm\u00e4inen kutsu ei kuitenkaan tule kellolla, vaan puhelimella, sill\u00e4 asiakas soittaa ovelta, jonka arvelee olevan lukossa. Tosiasiassa h\u00e4n ei vain ole huomannut, ett\u00e4 kyseess\u00e4 on esteet\u00f6n ovi, joka t\u00e4ytyy avata avauspainikkeella. Opastan asiakasta varatun kirjan lainaamisessa ja palauttamisessa. <\/p>\n\n\n\n

Toisin kuin Snellmaniassa, t\u00e4\u00e4ll\u00e4 minulla on omat ev\u00e4\u00e4t, jotka sy\u00f6n palveluvuoron p\u00e4\u00e4tytty\u00e4 klo 12. Otan kaveriksi sanomalehden, sill\u00e4 ainoa paikalla oleva kollega on sy\u00f6nyt jo aiemmin ollakseen valmis omaan palveluvuoroonsa.<\/p>\n\n\n\n

Klo 13 liityn linjoille Teamsiin ns. aspan viikkopalaveriin. Aloitimme ep\u00e4viralliset viikkopalaverit korona-aikana, kun emme tavanneet kampuksella, ja k\u00e4yt\u00f6nt\u00f6 osoittautui niin toimivaksi, ett\u00e4 emme ole siit\u00e4 luopuneet. Aspa koostuu asiakaspalvelun ydinryhm\u00e4st\u00e4, joka vastaa asiakaspalvelusta kummallakin kampuksella. Ryhm\u00e4\u00e4n kuuluu kahdeksan henkil\u00f6\u00e4 p\u00e4\u00e4llikk\u00f6 mukaan lukien, nelj\u00e4 kummaltakin kampukselta. K\u00e4ymme n\u00e4iss\u00e4 palavereissa l\u00e4pi reagoimista vaativia palautteita tai muita ajankohtaisia juoksevia asiota, joita asiakaspalveluty\u00f6ss\u00e4 tuntuu tulevan vastaan tuon tuostakin. T\u00e4n\u00e4\u00e4n kaukopalvelusta vastaavat kollegani kertovat tunnelmiaan hiljan k\u00e4ytt\u00f6\u00f6n otetusta kirjastoj\u00e4rjestelm\u00e4n Resource sharing \u2013toiminnosta, joka on muuttanut kaukopalvelutilausten k\u00e4sittely\u00e4 ja tehnyt aineistojen tilaamisen helpommaksi asiakkaille. Kokemukset ovat my\u00f6nteisi\u00e4 ja tilauksia on tullut mukavasti. Lis\u00e4ksi keskustelemme muun muassa aiemmin mainitsemastani aamup\u00e4iv\u00e4n yhteisty\u00f6palaverista, sill\u00e4 kaikki aspalaiset eiv\u00e4t olleet siin\u00e4 mukana.<\/p>\n\n\n\n

Loppuiltap\u00e4iv\u00e4n k\u00e4yt\u00e4n t\u00e4m\u00e4n tekstin viimeistelyyn ja UEF-Primo-oppaan kirjoittamiseen. UEF-Primo on kirjastomme hakupalvelu, josta on muutamien vuosien aika ehtinyt synty\u00e4 verkkosivuillemme jos jonkinmoista ohjetta ja opasta. P\u00e4\u00e4timme viime vuoden puolella yhdist\u00e4\u00e4 erilliset oppaat yhdeksi isoksi k\u00e4ytt\u00f6ohjeeksi, ja olen hiljalleen edist\u00e4nyt omaa siivuani kakusta. T\u00e4n\u00e4\u00e4n teen englanninkielisi\u00e4 k\u00e4\u00e4nn\u00f6ksi\u00e4 niist\u00e4 osioista, joiden arvelen olevan valmiita. T\u00e4llaiset materiaalit ovat siit\u00e4 hauskoja, ett\u00e4 valmista ei oikeastaan tule koskaan, vaan p\u00e4ivitt\u00e4mis- ja selkeytt\u00e4mistarpeita tulee esiin v\u00e4h\u00e4n v\u00e4li\u00e4.<\/p>\n\n\n\n

Olen n\u00e4hnyt vilaukselta, ett\u00e4 ulkona paistaa aurinko, ja lopetan ty\u00f6p\u00e4iv\u00e4n hyviss\u00e4 ajoin puoli nelj\u00e4n maissa, jotta ehtisin k\u00e4vell\u00e4 valoisalla kotiin. <\/p>\n\n\n\n

\"Piia
Huvittavan intensiivist\u00e4 menoa Uuden opiskelijan infomarkkinoilla Snellmanian aulassa syksyll\u00e4 2023. | I take welcoming new students very seriously. Information market for new students in Snellmania lobby in the autumn of 2023.<\/bdo><\/figcaption><\/figure>\n\n\n\n

This text belongs to series of blog posts in which the University of Eastern Finland Library staff describe their ordinary days at work. The intention of the series is to illustrate the different tasks and responsibilities involved in present day academic libraries.<\/strong><\/p>\n\n\n\n

Hi, I’m Piia. I work in customer service at the University of Eastern Finland Library. You can meet me at the Kuopio Campus Library as well as at the KUH Medical Library. In addition, I might be the one to respond to your email, chat message or phone call. If, on the other hand, you have turned to the library bot Uffe with your questions, you have seen my handiwork in the depths of the bot. It is also very likely that a bulletin about the exceptions in opening hours of a mid-week holiday has passed through my keyboard. After work, you might see me exercising at Studentia. I have enjoyed these versatile tasks for five years now \u2013 exercise varyingly. By education I am a Master of Philosophy in Literature, and for library work I have acquired a formal qualification through Information Studies.<\/bdo><\/p>\n\n\n\n

Mornings are not my strong suit, but today I surprise myself by being in the workplace shortly after 8 o’clock. I have my own room in Snellmania, but I also work customer service shifts regularly at the KUH Medical Library, where I’m also working today. I have my laptop with me, and I start the morning by setting my workstation up for the day’s work. As usual, I first look at my emails, Teams messages, the university’s internal communication channel Viva Engage, and the ticket system Efecte, through which customers’ emails pass, and respond to messages. I get a request from a colleague in Joensuu Campus Library to check the page numbering of a specific book for a customer. However, I am in the wrong place for the task, and I direct the request to a colleague at the Kuopio Campus Library in Snellmania.<\/bdo><\/p>\n\n\n\n

I have a customer service shift lasting from 10 a.m. to noon, and I open the library for customers at 10 a.m. I take a head start at the opening chores, as the first meeting of the day is scheduled to end when the library opens. I have a cup of coffee before the meeting. At the meeting, together with the university’s Facilities Management and Digital Services, we discuss practices related to customers’ property and information security in the library. The Kuopio and Joensuu Campus Libraries are 24\/7 facilities for UEF students and staff to access. However, the premises are momentarily emptied when the library service closes. Sometimes a lot of personal property remains or is left in the library at that point. At the meeting, we discuss practices for situations where we do not know the owner of the property left in the library. In addition, we discuss ensuring customer information security on the computer area if the customer does not lock or log out of the workstation when leaving the library. We will return to these topics in our customer messaging in due time.<\/bdo><\/p>\n\n\n\n

The meeting ends a little early and I have plenty of time to do the rest of the opening chores before 10 a.m. My morning routines include handling books returned to the book-drop-hatches in the library system Alma. After processing them in Alma I will know if the book has a request on it, or if it\u2019s headed to its own place at another UEF Library office or here at KUH. In addition, customer reservations are picked from the shelves in the morning, after which the library system sends an arrival notice to the customer’s email. UEF’s facilities management officers and KUH’s couriers transport books between the KUH Medical Library and the Kuopio Campus Library on weekdays, and so I take today’s outgoing mail to the mailroom. Later I handle the received mail in similar manner, although I will give the new books ordered by my colleague to her for processing. Various measures must be taken before they can be borrowed.<\/bdo><\/p>\n\n\n\n

KUH Library is very compact, and the staff’s offices are connected to the customer facilities. It has become a custom here to work at one’s own workstation, and rush to customer service at the customer’s request, when necessary. However, the first call of the day does not come through the doorbell, but by phone, as a customer calls from behind the front door, which she thinks is locked. In fact, she just hasn’t noticed that it’s an accessible door that needs to be opened with the opening button. I guide the customer in borrowing a reserved book and explain how she can later return it.<\/bdo><\/p>\n\n\n\n

Unlike in Snellmania, here I have my own lunch with me, and I eat it after the end of my customer service shift. I bring a newspaper to keep me company at the break room, since the only colleague present has eaten earlier to be ready for her own service shift.<\/bdo><\/p>\n\n\n\n

At 1 p.m., I join a Teams call for the so-called aspa weekly meeting (aspa = asiakaspalvelu = customer service). We started the informal weekly meetings during the covid pandemic when we didn’t meet on campus, and they proved so functional that we have continued to have them. Aspa refers to the core group of customer service, which is responsible for customer service on both campuses. The group consists of eight people, four from each campus and including the Head of Services. In these meetings, we go through feedback that needs to be reacted to or other current issues that customer service seems to be constantly facing. Today, my colleagues in charge of interlibrary services share their feelings about the recently introduced Resource sharing function of the library system. It has changed the way interlibrary orders are handled and made ordering materials easier for customers. Experiences are positive and orders have come in nicely. Among other things we also discuss the co-operation meeting I mentioned earlier, as not all aspa members\u00a0were involved.<\/bdo><\/p>\n\n\n\n

I use the rest of the afternoon to finish this blog post as well as some texts for a new UEF Primo guide. UEF Primo is our library’s search service. Over the years we have created a good number of guides and instructions on our website for using UEF Primo. Last year we decided to combine the separate guides into one big user manual, and I have slowly gathered my own pieces of the puzzle. Today I focus on English translations of the sections that I think are ready. Such materials are funny in the sense that they are never really going to be finished. New needs for updating and clarification come up all the time.<\/bdo><\/p>\n\n\n\n

I have caught a glimpse of the sun shining outside, and I finish my workday at half past four so that I can walk home while there\u2019s still light outside.<\/bdo><\/p>\n\n\n\n

Piia Pietarinen, tietopalveluneuvoja | Infomation services advisor<\/bdo>
Asiakaspalvelut | Customer services<\/bdo><\/p>\n\n\n\n

Special thanks to Niko Niskanen for the English proofreading.<\/bdo><\/p>\n","protected":false},"excerpt":{"rendered":"

(Please, scroll down to read in English.) T\u00e4m\u00e4 teksti on osa kirjoitussarjaa, jossa It\u00e4-Suomen yliopiston ty\u00f6ntekij\u00e4t kertovat tavallisesta ty\u00f6p\u00e4iv\u00e4st\u00e4\u00e4n. Sarjan tarkoituksena on havainnollistaa nykyp\u00e4iv\u00e4n tieteellisten kirjastojen erilaisia teht\u00e4vi\u00e4 ja vastuita. Hei, olen Piia. Ty\u00f6skentelen asiakaspalveluteht\u00e4viss\u00e4 It\u00e4-Suomen yliopiston kirjastossa. Minut voi tavata kasvokkain niin Kuopion kampuskirjastossa kuin KYSin tieteellisess\u00e4 kirjastossa. Lis\u00e4ksi juuri min\u00e4 saatan vastata s\u00e4hk\u00f6posti- […]<\/p>\n","protected":false},"author":72,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[410],"tags":[25,1229,1752,1755],"class_list":["post-19742","post","type-post","status-publish","format-standard","hentry","category-ajankohtaista","tag-asiakaspalvelu","tag-customer-services","tag-tyopaiva-kirjastossa","tag-workday-at-the-library"],"acf":[],"yoast_head":"\nTy\u00f6p\u00e4iv\u00e4 kirjastossa 2: asiakaspalvelu | Workday at the library 2: customer service | UEF Library<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blogs.uef.fi\/ueflibrary\/tyopaiva-kirjastossa-2-asiakaspalvelu-workday-at-the-library-2-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"fi_FI\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ty\u00f6p\u00e4iv\u00e4 kirjastossa 2: asiakaspalvelu | Workday at the library 2: customer service | UEF Library\" \/>\n<meta property=\"og:description\" content=\"(Please, scroll down to read in English.) 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T\u00e4m\u00e4 teksti on osa kirjoitussarjaa, jossa It\u00e4-Suomen yliopiston ty\u00f6ntekij\u00e4t kertovat tavallisesta ty\u00f6p\u00e4iv\u00e4st\u00e4\u00e4n. Sarjan tarkoituksena on havainnollistaa nykyp\u00e4iv\u00e4n tieteellisten kirjastojen erilaisia teht\u00e4vi\u00e4 ja vastuita. Hei, olen Piia. Ty\u00f6skentelen asiakaspalveluteht\u00e4viss\u00e4 It\u00e4-Suomen yliopiston kirjastossa. Minut voi tavata kasvokkain niin Kuopion kampuskirjastossa kuin KYSin tieteellisess\u00e4 kirjastossa. 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