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Discussion Forums in Las Vegas

Attending Annual?  If so, please join the Discussion Forums Coordinating Committee for:

Extreme Customer Service: Reference at Its Finest!

Sunday, June 29, 1:00-2:30 p.m., LVCC-N117

What can truly set reference apart from Google and other online information providers?  What can breed patron loyalty and ensure return visits?  Service!  A library’s customer service can have a staggering impact on customer satisfaction and retention.  Join with colleagues to share real world examples of extreme customer service – wonderful as well as woeful – and to learn practical tips for improving your service and making your reference service invaluable.  Facilitator: Jeanne Holba Puacz, University of Illinois, Urbana-Champaign.

Readying Reference: Training for Public Service Reference Providers

Monday, June 30, 8:30–10:00 a.m., LVCC-N120

The importance of interactions with users of a library’s reference services (online and in person) cannot be overstated.  If the user has a good experience, she will be back when she has another question.  A bad experience, and that’s the end of it.  Library literature supports the idea that training of reference providers and setting standards of service is a crucial component in the process of bringing new staffers up to speed and making sure they are upholding the library’s service mission.  Gather with other front-line reference providers and managers to discuss what reference training currently looks like and brainstorm new ideas for innovative training in the future.  Facilitators: Geoff Johnson, University of Texas Libraries, University of Texas at Austin and Joe Dobbs, University of Texas Libraries, University of Texas at Austin.