Customized Workshops & Services for Libraries
Library Roving Service
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..40 – 60% of your Library patrons/customers will not approach the desk to ask for the help they need. Many, feeling underserved, will not return. These “hidden customers” will only be found and served by Pro-active, Roving* Library Staff.
Pro-active Service and Roving is a powerful, effective workshop and follow-up program which has been successfully implemented in Libraries in Canada, the U.S.A., Australia and New Zealand.Joan Giannone, President of Mentor Group Training Inc. has over 9 years of experience consulting with and training thousands of Library Staff and Managers at dozens of Library Systems internationally. Her experience has shown clearly that many Libraries are grappling with similar issues when attempting to broaden their service model to include roving. Using this insight, Joan created the dynamic and practical workshop, “Pro-active Service and Roving”, which has provided Roving success and service transformation at Libraries in Canada, The U.S.A., Australia and New Zealand.
Designed to:
Enable staff to confront an increasingly complex and changing information services marketplace, especially regarding customer expectations and choices
Heighten awareness around the impact of poor customer service interactions
Introduce a simple, powerful professional standard of skills and techniques to improve the consistency and quality of customer service, system wide.
An effective, customized 1 or 2-day workshop and planning session for all library staff
Analysis of information services trends and the competitive landscape
Featuring…
Effective, non-intrusive methods for approaching people while roving
Review of the importance of body language when roving – yours and theirs
Application of 6 Steps to Proactive Service
Staff feedback on potential barriers to proactive and/or roving customer service, and solutions to remove those barriers
Reinforced By…
A simple and comprehensive 4-week Email follow-up campaign
Mentor Group Training Inc. communication and mentoring services as needed
For more information, contact Joan Giannone at joan.giannone@rogers.com, or 905-425-0362
On Wednesday, February 2, 2011, 1.00 p.m. – 4.00 p.m. I was honoured to present ”The Human Factor” as my contribution to a pre-conference session at the OLA Superconference . I say “honoured” in all sincerity, because my co-presenters were Cambridge Public Libraries’ CEO Greg Hayton – who shared the secret of Cambridge’s success in being cited as one of Canada’s Best Small and Medium-Sized Employers- and Einar Westerlund, Director of Project Development at the Queen’s School of Business, and the project lead for the Award.
Here is a link to a PDF of my presentation: THE HUMAN FACTOR
Soon you will also be able to access Greg Hayton and Einar Westerlund’s slides on the OLA Super Conference website. The session, entitled “From Resistance to Ownership” (Session PO14) was hosted by Kestrel Info Services and Mentor Group Training Inc.
I’d just like to share with you today an excellent slide presentation available on “Slideshare”. This presentation by Martha Fuerst, Information and Society (LIBR 200) San Jose State University, Fall 2010, provides some great context and facts about ” non-traditional” services, including roving, self-help, use of technology and more. I particularly like her use of old and new quotations, and appreciate the extensive list of reference sources for the presentation. Here’s the link: http://www.slideshare.net/MartiFuerst/traditional-vs-nontraditional-service-points-in-libraries?from=share_email_logout2 Enjoy!
A much anticipated rollout of OCLC’s new membership report will be previewed at the ALA Midwinter meeting by OCLC’s Global Vice-President of Marketing, Cathy De Rosa. Perceptions of Libraries, 2010: Context and Community, is the sequel to the informative 2005 Perceptions of Libraries and Information Resources. According to OCLC, “The new report provides updated information and new insights into information consumers and their online habits, preferences and perceptions. Particular attention was paid to how the current economic downturn has affected information-seeking behaviours and how those changes are reflected in the use and perception of libraries.”
For more information and a link to two pre-publication chapters of the new report, visit the OCLC Cooperative blog at community.oclc.org/cooperative
CHANGING WAYS: FROM RESISTANCE TO OWNERSHIP IN LIBRARY INITIATIVES
Cambridge Public Libraries Shares The Secrets Of Its Employee Engagement Success
Cambridge Public Libraries and Galleries were cited as one of Canada’s Best Small and Medium-Sized Employers, an award that focuses on how well the employer engages staff in the organization’s vision and goals.
How did they achieve this title?
CEO Greg Hayton will be sharing the secret of Cambridge’s success in a half-day pre-conference at OLA Super Conference 2011.
Einar Westerlund, Director of Project Development at Queen’s School of Business and the project lead for the Award, will present insights from unionized and non-unionized organizations’ experience on the journey to improving management-staff communications.
Joan Giannone, President of Mentor Group Training Inc., and internationally-regarded library consultant, will bring her expertise to the issue of the human factor in successful workplace communications.
Who: Library Managers leading employees in new initiatives.
When: Wednesday, February 2, 2011, 1.00 p.m. – 4.00 p.m.
Where: OLA Super Conference Session PO14, Intercontinental Hotel, Toronto, Ontario.
Presented By: jointly presented by Kestrel Info Services and Mentor Group Training Inc.
Go to the OLA Super Conference website to register for this session http://www.accessola.com/ola/bins/content_page.asp?cid=5 
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