As public libraries strive to retain patrons in the face of competition with big box retailers, websites, and other community resources, it becomes vital to provide a positive and welcoming experience. This program will discuss different models of customer service and how we can better serve patrons in a technology driven world.

Missy Brown, of Trader Joe’s in the South Loop, will describe a day in the life of a customer-focused store manager. In June 2009 MSN Money ranked Trader Joe’s second in its third annual Customer Service Hall of Fame. Recently, an article in Fortune Magazine described the store as an “offbeat, fun discovery zone that elevates food shopping to a cultural experience.”

Sally Decker Smith, former Head of Adult Services at Indian Trails Public Library District and author of the “Sally in Libraryland” column in the ILA Reporter, will present What I Learned in 30 Years at the Reference Desk. Motivated by a profound respect for the myriad ways library staff serve patrons, Ms. Decker Smith will discuss the experience of good customer service.

Anthony Molaro, Associate Dean of Library and Instructional Services at Prairie State College and 2011 Library Journal Mover and Shaker, will discuss how reference services and customer service evolve in a transliterate world. According to Molaro, “a transliterate person is someone who can engage in the flow of knowledge via any medium (whether print, oral, digital, or other) so that they may be a fully functional citizen and participant of society.”

Friday, February 3, 2011 from 9:30 a.m. to 12:00 noon
Harold Washington Library Center
400 S. State Street, 60605

Register here or contact Michaela Haberkern at 630-986-1976×227.

If your library is a LACONI member, you’re a member!  Check our membership list if you’re not sure.  Cost is $15.00 for members and $25.00 for nonmembers; make your check payable to LACONI-RASS and mail to Carol Roza, Chicago Public Library-Mount Greenwood Branch, 11010 S. Kedzie, Chicago IL 60655.

We now offer CPDU credits for any LACONI programs.  CPDU forms and evaluations will be given out at the end of each program for those interested.