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Empowering Your New Library Customers

Empowering Your New Library Customers

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Empowering Your New Library Customers

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Presentation Transcript

  1. Empowering Your New Library Customers Fall-Winter 2009 Instructor: Cheryl Gould

  2. What R We Doin Today Why Empower Customers Benefits to Self-Service How to Empower Customers Answering Tough Questions with the Spirit of “Yes, And”

  3. What Does Empower Mean? What’s in it for the customer? What’s in it for you? Is it Your Job?

  4. Which of These Can You Do? • Empower with an answer • Empower with support material • print • online • Empower with good systems

  5. Simple and Jargon Free “That will be implemented in 1.6 with the core trigger 1 MFHD record per bib extra layer of indirection telnet into the server to change the hex code”

  6. Make Self Service Easy Screenjelly.com Infopeople’s Library Catalog Tutorial - http://libcat.infopeople.org/ NYPL What’s Reference - http://www.youtube.com/watch?v=P-u4K3BJfkU&feature=related OhioLink Screencast (no sound) - http://www.youtube.com/watch?v=uTlhmkpPyEw CCAC Library Catalog Tutorial - http://www.youtube.com/watch?v=WgL8vno9JT4

  7. Don’t Force Feed Invite Them to Learn

  8. Customize Their Experience

  9. The Trust Equation Low Slow High Low High Fast

  10. Empower With Confidence

  11. Nail the Basics Catalog – What’s in it, how to use it Place and pick up holds Refer customer to librarian Find books on shelves Fines

  12. Handle the Hard Stuff With the Spirit of “Yes, And” We regret to inform you that we cannot process your library card application since you neglected to provide sufficient information.  Please complete ALL sections of the attached form and return it to us. You can’t check that book out You must have your library card We can’t print it for you I’m sorry but you’ll have to pay for the damage Our policy is no checking out books if you have more then $X.00 in fines. It says it right on the brochure you receive when you get your library card.

  13. It’s Simple But Not Easy