Happenings : a monthly newsletter of Harris County Public Library, July 1991

HAPPENINGS July 1991 A Newsletter of Harris County Public Library Dalia Matta Named Employee of Quarter Dalia Matta, Receptionist at the Administrative Offices, has been chosen as the HCPL Employee of the Quarter for April-June 1991. It was noted on the nomination form that "she is the connection between members of the public who call (the Administrative Offices) assuming that they are reaching a ’downtown’ library. It is she who explains patiently that the callers need to call a branch for reference service." The nomination later stated, "Dalia is also the lifeline between key personnel at (the Administrative Offices) and the branches." These points alone indicate the importance of her position to the library and she performs her duties very well. Dalia fields almost 100 calls daily from branch staff and from the public. Most of the calls from the public are customers who eventually get referred a branch library. It is very confusing to the public that Harris County does not have a "central" or "downtown" library (since HPL operates a "central" library downtown) and it could be very frustrating for these people to be informed that they need to call another number for their needs. These customers, according to branch staff, do not feel that they have been passed from number to number. Instead, they have been dealt with in a very courteous and competent manner by our Receptionist. Her voice is always pleasant to staff members and to the public. "She never sounds harried or too busy to take messages." And, according to the nomination submitted on her behalf, "she takes messages right the first time and obviously makes sure that they are relayed promptly and correctly." Dalia makes it a point to learn the names and voices of the library staff. She always knows the whereabouts of the professional staff at the Administrative Offices and tries to find them when there is an important call from a branch or an outside source. She never fails to offer to take a message if the desired staff member cannot be located or to refer the call to someone else who could help with the matter at hand. Her professional and courteous attitude is relayed over the telephone and assures the caller that they can feel confident in leaving a message with her. Congratulations, Dalia, and thank you for doing an outstanding job! Questionnaire Results Tell Staff Views The HCPL Staff Recognition And Awards Committee announce the results of their recent staff questionnaire - see page two. Customer Recognition of Employees The following staff have been recognized by our customers for their outstanding service to the library and the community. See page three for more information. Sandra Flores (CH), Jeanette Jett (CH), Susan Ring (BC), Fred Parris (BC), Elaine Plotkin (CEN), and the entire staff of the Channelview Branch Library.