Changing Models of Customer Service

Customer service in libraries is transforming, from fixed hours with a physical location to 24 hour virtual services, from waiting in line at a service desk to having the library employee find the lost customer in the stacks, from being a repository for books to a distribution center for information in all types of format, and from being a place where entertainment and education is about reading to a site that hosts events and offers hands-on learning. Learn about trends that are impacting even the smallest libraries in more traditional communities.

Agenda

What is Changing, and Why?

Empathy: How We Treat People

A New Rulebook: Questioning Standard Policies

The Physical Environment: Moveable Walls

New Services: Library Surprises

Technology and the Library Without Walls

First Steps

Outcomes

Create new strategic goals to ensure your library stays relevant to community and institutional needs.

Avoid some common mistakes when initiating changes in customer service policies.

Research the customer service successes and failures of other libraries of similar size around the United States

Pat Wagner has been a library trainer and consultant since 1978 for libraries of all sizes and types. She is a frequent speaker at state and national conferences.

To view the webinar please go to: http://stateofutah.adobeconnect.com/usltraining/