Liaison follow-up on inquiries, complaints, issues, etc.
The LIS administration asks LIS liaisons to act on behalf of LIS when they receive an inquiry about an ongoing issue or complaint regarding LIS. One of the central roles of a liaison is to understand how the rest of LIS provides services to its users (faculty, staff, students), and to serve in an admittedly challenging role as both user advocate, and as explainer of all things LIS. To that end, we’ve tried to outline below the steps for liaisons to take when they become aware of a conflict or other issue regarding LIS.
- Liaison will consult with LIS staff involved in the issue to get a better understanding.
>> For technology issues, the liaison can check Web Help Desk.
- Liaison will consider the issue. Can LIS do more to resolve it?
>> If no, liaison will relay this to the user and explain why
>> If yes, liaison will relay this to the LIS staff member and explain why.Staff member should lay out next steps and expectations. S/he may choose to ask a manager to assist with this discussion to help clarify the issue and share any additional background. Then, staff member will take agreed-upon next steps and inform liaison of progress. Liaison will update the user on next steps, and set expectations appropriately.
- When the issue has been resolved, the liaison will check back with both parties to confirm that all is well.
- If at any point the liaison experiences difficulty in reaching the LIS staff member, the liaison will check in with the staff member’s manager.
For a broader description of the role of liaisons within LIS, see Liaison Communication and Referrals.