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
Posts Tagged ‘ Libraries ’
Libraries and Transliteracy – the video version
I took my slideshow on transliteracy and turned it into a video. I was curious about how easy it was to turn a slideshow into a video (its super easy!) so I thought I’d try it. Most of my presentations aren’t meant to stand alone and so don’t really translate well to video. When I was putting the transliteracy one together I wanted it to be able to stand alone, so I thought I’d give it a try. A little self indulgent I know But anyway here it is. Learn more about transliteracy Bookmark on Delicious Digg this post Share on FriendFeed Share on netvibes share via Reddit Share with Stumblers Tumblr it Buzz it up Subscribe to the comments on this post Print for later Tell a friend
Knight Commission on the Information Needs of Communities in a Democracy Warns of “Second Class Citizens” in the Digital Age
The Knight Foundation has released a new report Information Needs of Communities in a Democracy. A good deal of the content either is or could be applies to libraries. The entire report is 148 pages, you can also download a 2 page summary that includes recommendations like these 2: Increase support for public service media aimed at meeting community information needs. Read more … 6: Integrate digital and media literacy as critical elements of education at all levels through collaboration among federal, state, and local education officials. Read more … 7: Fund and support public libraries and other community institutions as centers of digital and media training, especially for adults. Read more … 10: Support the activities of information providers to reach local audiences with quality content through all appropriate media, such as mobile phones, radio, and public-access cable. Read more … 12: Engage young people in developing the digital information and communication capacities of local communities. Read more … 14: Emphasize community information flow in the design and enhancement of a local community’s public spaces.. Read more … 15: Ensure that every local community has at least one high-quality online hub. Read more … The Foundation has also taken actions that affect libraries: $3.3 million to improve free, public Internet
Libraries and Transliteracy Slideshow
I haven’t been able to stop thinking about transliteracy and how important the concept is for libraries and librarians. I’ve created a slideshow I hope conveys the message and is easy to share. I have also added page with information on transliteracy. Libraries and Transliteracy View more presentations from Bobbi Newman. Bookmark on Delicious Digg this post Share on FriendFeed Share on netvibes share via Reddit Share with Stumblers Tumblr it Buzz it up Subscribe to the comments on this post Print for later Tell a friend
Building the Digital Branch for the 21st Century
On September 15th over 400 people attended a WebJunction webinar on Building a Digital Branch led by David Lee King. Yes I realize this post is way over due, but the information isn’t outdated, yet. If you missed it you have multiple options for accessing the information: Visit the WebJunction page for all the information and links. View it in Wimba Classroom(combined archive of audio, slides and chat) Note:If this is your first time using Wimba, check to see if your computer has the software and hardware required by walking through the Setup Wizard. If you still have problems using Wimba Classroom, consult the Wimba Classroom Guide. View the slides (png) Listen to audio-only recording (mp3) View Chat log (xls)Note: trimmed down a bit to account for chat re: tech difficulties. Look through the Twitter hashtag for session: #dbranch Bookmark on Delicious Digg this post Share on FriendFeed Share on netvibes share via Reddit Share with Stumblers Tumblr it Buzz it up Subscribe to the comments on this post Print for later Tell a friend
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