Warning message

ALA Connect User logins are disabled for a temporary "gray-out" period, to prevent new posts while we upgrade into the New Connect. This gray-out period will begin on March 26th, and the new site will be launched on April 25th.

Users can use Search to view public content. Logins will be reinstated and users can create new posts, upload files, etc. post launch.

Thank you for your patience in cooperation. Check out training resources and schedule at:
http://www.ala.org/support/alaconnect

Or contact Julianna Kloeppel for training or Pam Akins with questions/concerns.
Go to:
Discussion
Online Doc
File
Poll
Event
Meeting Request
Suggestion
Crystal Lentz's picture

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.