Anxiety and fear kept front-line staff from helping customers troubleshoot technology. With past instructional approaches no longer adequate, we attempted something new. Borrowing from the mechanics of board games, we gamified the learning process and now everybody is winning.
Outcomes:
– Identify the psychological barriers staff and customers are experiencing as part of a library troubleshooting interaction.
– Recognize how gamification can enhance professional development in libraries, specifically as it applies to customer service troubleshooting interactions.
– Apply gaming strategies to enhance learning.
