Librarian by Day » georgia http://librarianbyday.net by Bobbi Newman Wed, 08 Feb 2012 18:52:11 +0000 en hourly 1 http://wordpress.org/?v=3.3.1 Bring on the Rain Putting the Cloud to Work for You: in introduction to cloud computing http://librarianbyday.net/2009/10/09/bring-on-the-rain-putting-the-cloud-to-work-for-you-in-introduction-to-cloud-computing/ http://librarianbyday.net/2009/10/09/bring-on-the-rain-putting-the-cloud-to-work-for-you-in-introduction-to-cloud-computing/#comments Fri, 09 Oct 2009 19:58:42 +0000 Bobbi Newman http://librarianbyday.net/?p=2156 One of my presentations from the 2009 COMO conference in Columbus GA Bring on the Rain Putting the Cloud to Work for You: in introduction to cloud computing View more presentations from Bobbi Newman. Google docs Zoho Buzzword Preezo PreZentit PBworks Wetpaint Wikispaces 30 Boxes Google Calendar Yahoo MyHomePoint Remember the Milk Ta-Da list Todoist The Online CEO Hiveminder Joe’s Goals Doodle Delicious Digg Netvibes iGoogle Slideshare Google Reader Google Wave Similar Posts: Becoming 2.0 – What 2.0 can do you for you Sneaking the Social Web into Your Library: Tips Tricks & Just Plain Sneaky Tactics Best of the Web]]>

One of my presentations from the 2009 COMO conference in Columbus GA

Bring on the Rain Putting the Cloud to Work for You: in introduction to cloud computing

View more presentations from Bobbi Newman.

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]]> http://librarianbyday.net/2009/10/09/bring-on-the-rain-putting-the-cloud-to-work-for-you-in-introduction-to-cloud-computing/feed/ 0 Implementing a 23 Things Type Program at Your Library http://librarianbyday.net/2009/10/08/implementing-a-23-things-type-program-at-your-library/ http://librarianbyday.net/2009/10/08/implementing-a-23-things-type-program-at-your-library/#comments Thu, 08 Oct 2009 22:27:56 +0000 Bobbi Newman http://librarianbyday.net/?p=1933 Notes from the 2009 COMO conference in Columbus GA Implementing a 23 Things Type Program at Your Library View more presentations from Bobbi Newman. 43 Things I might want to do this year Stephen Abram Minnesota’s 23 Things on a Stick Ten Tips About 23 Things – 10/1/2008 School Library Journal School Library Learning 2.0: The 23 Things SLA’s 23 Things The 23 Things – Learning 2.0 Twenty-three steps to learning Web 2.0 technologies in an academic library Library 2.0: taking it to the street. pdf Learning 2.0: 23 Things Survey Similar Posts: 10 Reasons You Should Attend Internet Librarian 2011 #IL2011 MLA Presentation Implementing Library Learning 2.0 or UKSG Presentation]]>

Notes from the 2009 COMO conference in Columbus GA

Implementing a 23 Things Type Program at Your Library
View more presentations from Bobbi Newman.

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]]> http://librarianbyday.net/2009/10/08/implementing-a-23-things-type-program-at-your-library/feed/ 1 Emotional Customer Service for Library Professionals – Andrew Sanderbeck http://librarianbyday.net/2009/10/08/emotional-customer-service-for-library-professionals-andrew-sanderbeck/ http://librarianbyday.net/2009/10/08/emotional-customer-service-for-library-professionals-andrew-sanderbeck/#comments Thu, 08 Oct 2009 21:32:43 +0000 Bobbi Newman http://librarianbyday.net/?p=2147 Notes from sessions at the 2009 COMO conference in Columbus GA Emotional Customer Service Change exercise – identity crisis, exchange name tags & three facts keep passing along like telephone How can we use in workplace? Where is quality control in info exchange? Importance of communication Patrons come to lib for more than just books, dvds and info and internet access they call come to feel good What retail stores will you not go back to? Think about emotional need of patrons, not just physical need Thoughts lead to feelings that lead to behavior that lead to events that lead to belief systems Belief systems can be created upon a lie or by what someone told you How do we overcome that belief system? Consistent good customer service experience Is every customer a good customer for our library? Is the customer always right? Seek first to understand then to be understood – St. Francis Most times we don’t’ seek to understand we seek to respond Judging stops the listening process Our goal is to understand even if you don’t agree with them. Its not fair – fair is a perception Empathy – are we empathizing with our patrons Sympathy vs [...]]]>

Notes from sessions at the 2009 COMO conference in Columbus GA

Emotional Customer Service

Change exercise – identity crisis, exchange name tags & three facts keep passing along like telephone

How can we use in workplace?
Where is quality control in info exchange?
Importance of communication

Patrons come to lib for more than just books, dvds and info and internet access they call come to feel good
What retail stores will you not go back to?

Think about emotional need of patrons, not just physical need

Thoughts lead to feelings that lead to behavior that lead to events that lead to belief systems

Belief systems can be created upon a lie or by what someone told you

How do we overcome that belief system? Consistent good customer service experience

Is every customer a good customer for our library? Is the customer always right?

Seek first to understand then to be understood – St. Francis

Most times we don’t’ seek to understand we seek to respond
Judging stops the listening process
Our goal is to understand even if you don’t agree with them.
Its not fair – fair is a perception

Empathy – are we empathizing with our patrons
Sympathy vs empathy

Customers who leave angry might never come back or might come back angry

Giving training isn’t enough you need follow up to measure success

Giving instructions often aren’t clear to the other person

Stop asking people if they understand

Your patrons only care what you know when the know that you care

Average adult can only listen for in the morning 7-11 minutes before they mentally leave the room, in the afternoon only 4-7 minutes
3 ways to get them paying attention again.
Get others talking
Do an activity
Get them to laugh

The Customer Experience
• Service is often see as merely task/transaction
• Experience is created by consistently exceeding customer physical and emotional expectations
• Expectations judgment customer make as they do business with you
• Challenges to look at service from outside in what are the customers physical/emotional expectations at each moment of contact/connections

Survey of visits to public libraries
Customers noticed
• Bright lighting
• Colors
• Smells
• Positioning of displays
• Employees present/nonpresent
• Asking for help/not help/too much help
• Employees taking amount themselves
• Space
• Noise
• Checkout lines
• Attitude of employees
• Eye contact
• Acknowledgement of patrons
• Going with patrons vs saying its over there
• Having to wait inline
• Acknowledgement/no acknowledgement in line
• Greeting in leaving

Other patrons have told use they would like this to be a quiet areaSimilar Posts:

]]> http://librarianbyday.net/2009/10/08/emotional-customer-service-for-library-professionals-andrew-sanderbeck/feed/ 3 Change is coming – a new job for me http://librarianbyday.net/2009/04/13/change-is-coming-a-new-job-for-me/ http://librarianbyday.net/2009/04/13/change-is-coming-a-new-job-for-me/#comments Mon, 13 Apr 2009 15:45:53 +0000 Bobbi Newman http://librarianbyday.wordpress.com/?p=1183 There is no way to say this other than to just come out and say it. Effective May 18th I will be the Digital Branch Manager of the Chattahoochee Valley Regional Library System.  This is a new position they have created for the purpose of planning, building and managing the Digital Branch, its going to be a lot of fun (and hard work!)  I’m excited, nervous and about 20 other emotions right now, but most of all I’m really looking forward to it! For those of you looking at your atlas CVRLS is in Columbus, Georgia, which means I will be spending the next couple of weeks packing my things and relocating.   Similar Posts: Yes I am a Digital Branch Manager, No I Do Not Regularly Build Bonfires of Print Books in My Backyard & Dance Around Wearing Warpaint David’s Digital Branch Stye Guide Web2.0 levels playing field]]>

There is no way to say this other than to just come out and say it.

Effective May 18th I will be the Digital Branch Manager of the Chattahoochee Valley Regional Library System.  This is a new position they have created for the purpose of planning, building and managing the Digital Branch, its going to be a lot of fun (and hard work!)  I’m excited, nervous and about 20 other emotions right now, but most of all I’m really looking forward to it!

For those of you looking at your atlas CVRLS is in Columbus, Georgia, which means I will be spending the next couple of weeks packing my things and relocating.   ;-)

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