Wednesday 4th May, 2016
9:00am to 12:00pm
Location: Room 6
This lively workshop takes attendees through some current trends and basic training on: Customer Service, Reference Service, and Serving Patrons through Technology. It is intended for library staff who are new to these services or anyone who would like a refresher! Participants will begin the workshop learning foundations of a service culture and how
to shape the service culture through an understanding of Service Principles. Then we’ll move into best practices for question-answering in various environments and cover the components of a reference conversation/interview, and review top resources for new library staff for commonly-asked questions. The workshop will combine these with ideas for serving patrons using technology with the use of ‘your
smartphone’ and the incorporation of the first two modules’ learning objectives into a hands-on activity.
Administrative Librarian, Delaware Division of Libraries; coordinates and develops maker space programs, events, ideas!
Professional Development Coordinator, Delaware Division of Libraries;
Statewide Coordinator, Delaware Library Reference/Public Services, Delaware Division of Libraries
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4th–6th May 2016