LACONI » rass http://www.laconi.net Learning | Sharing | Networking Fri, 03 Feb 2012 20:58:21 +0000 en hourly 1 http://wordpress.org/?v=3.3 Creating Experiences: Customer Service in Libraries http://www.laconi.net/2011/12/creating-experiences-customer-service-in-libraries/ http://www.laconi.net/2011/12/creating-experiences-customer-service-in-libraries/#comments Thu, 29 Dec 2011 02:07:35 +0000 reference http://www.laconi.net/?p=1876 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.

]]> http://www.laconi.net/2011/12/creating-experiences-customer-service-in-libraries/feed/ 0 RASS Program: The Chicago Underground Library http://www.laconi.net/2011/12/creating-experiences-customer-service-in-libraries/ http://www.laconi.net/2011/12/creating-experiences-customer-service-in-libraries/#comments Tue, 27 Sep 2011 21:12:58 +0000 tgreenwalt http://www.laconi.net/?p=1589 Discover how an atypical library is handling the changes currently affecting libraries of all types and how your library might benefit from their unique perspective. Nell Taylor and Emily Porter of The Chicago Underground Library will discuss the similarities and differences between standard public library services and those offered by the CUL.

Determine how your library can learn from the CUL service model, collection development policy and outreach strategy. Topics touched upon will include marketing strategies, fundraising projects and taking advantage of staff talents to produce unique programming opportunities. Plus, learn all about this distinctive and valuable library and how it serves the community.

Friday, November 4, 2011 from 9:30 a.m. to 12:00 noon
Oak Park Public Library
Main Library
834 Lake Street
Oak Park IL 60301

Registration is $15.00 for members and $25.00 for nonmembers.
If your library is a member, then you’re a member!  If you’re not sure, consult the Membership Directory.

To register, contact Michaela Haberkern.

For information on past meetings, please visit our Past Programs page.

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