[OPLINLIST] Customer Interface: In Your Place

Mon, 06 Oct 2003 09:07:03 -0400

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*/This announcement has been posted to several lists.  Our apologies for 
any duplications.
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Tuesday, October 28th, 2003*
*9:30 a.m. - 12:00 p.m.*
*GCLC Office (Directions to GCLC 
<http://www.gclc-lib.org/about/directions.html>)

How does your library communicate with patrons? What does your library 
and staff say consciously (or possibly unconsciously) about your 
library? In this workshop, we will take a closer look at what is being 
said, use of terminology, training programs, behavioral expectations, 
telephone standards and other interactions that circulation staff have 
with patrons. Part of the twist is expanding into the retail world, 
bookstores in particular, and discussing some of the tools that have 
been successful there. We will also touch on some of the visual elements 
that affect patron interaction and respond to the competition with 
bookstores. Also included will be a "best practices" type of discussion 
with group contributions of ideas or suggestions.
Michael Crupmton was a store manager for Barnes & Noble in Atlanta, and 
Director of Training for Wallace's College Bookstores. He recently 
worked as the Circulation Services Manager of the Public Library of 
Cincinnati and Hamilton County.  Michael brings a retail and library 
point of view to the table for the benefit of libraries as organizations.

Member Cost: $30.00 Includes Continental Breakfast.
Non-Member Cost: $60.00 Includes Continental Breakfast.

The deadline to register is Thursday, October 23rd, 2003

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<big><big><big>This announcement has been posted to several lists.&nbsp;
Our apologies for any duplications. 
</big></big></big>
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Tuesday, October 28th, 2003 
9:30 a.m. - 12:00 p.m. 
GCLC Office (<a href="http://www.gclc-lib.org/about/directions.html">Directions
to GCLC</a>)
How does your library communicate with patrons? What does your
library and staff say consciously (or possibly unconsciously) about
your library? In this workshop, we will take a closer look at what is
being said, use of terminology, training programs, behavioral
expectations, telephone standards and other interactions that
circulation staff have with patrons. Part of the twist is expanding
into the retail world, bookstores in particular, and discussing some of
the tools that have been successful there. We will also touch on some
of the visual elements that affect patron interaction and respond to
the competition with bookstores. Also included will be a "best
practices" type of discussion with group contributions of ideas or
suggestions. 
Michael Crupmton was a store manager for Barnes &amp; Noble in Atlanta,
and Director of Training for Wallace's College Bookstores. He recently
worked as the Circulation Services Manager of the Public Library of
Cincinnati and Hamilton County.&nbsp; Michael brings a retail and library
point of view to the table for the benefit of libraries as organizations. 

Member Cost: $30.00 Includes Continental Breakfast. 
Non-Member Cost: $60.00 Includes Continental Breakfast.
The deadline to register is Thursday, October 23rd, 2003
 
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