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
Here’s an insightful, stick-with-you essay about what happens to books in a digital world. I ran across this article by Craig Mod in an email from Seth Godin, founder of The Domino Project and author of twelve books (all best sellers).
Seth points to two key insights from Craig’s essay, “Post-artifact Books and Publishing. Digital’s effect on how we produce, distribute and consume content”:
1. There are three stages–”pre-artifact”(there is no book yet), “artifact” (here it is) and “post-artifact” (what happens now? not much). Craig argues that all three stages are changing, and quite dramatically.
2. What it means to be an author is changing for the first time in a hundred years. This is a profound shift in one of the most leveraged professions of all. Instead of there being a clear box around who an author is and what an author does, that box is becoming blurred.
Craig Mod is a writer, designer, publisher and developer concerned with the future of publishing & storytelling. As of October 2010, he’s based in Palo Alto working with Flipboard. He is the founder of publishing think tank PRE/POST, co-author, designer and publisher of Art Space Tokyo and a startup mentor with 500Startups. He lived in Tokyo for almost a decade and speaks frequently on the future of books and media.
The digital revolution is unleashing creativity all around us. All you need is a laptop and an internet connection. To quote Seth Godin: “This is the best shot you’ve got.”
Not everyone believes the ease of entry is good for us. Does allowing everyone equal footing on the playing field result in better art, film, music, and literature? Are we democratizing our culture or just promoting widespread mediocrity? What is the impact of “unleashing an idea virus”?
I can’t help but wonder – what does this digital revolution mean to the publishing industry – and, more to the point, for you, the readers of this Library-focused blog – what does it mean for the evolution of Public Libraries?
I certainly don’t have the answers, and have not yet encountered anyone who would be foolish enough to claim they do! I’ve certainly got a lot to learn. My advice is to absorb as many smart, contrary opinions as you can. Next on my personal list of things to ponder: PressPausePlay, “a movie about hope, fear, and digital culture”.
The film’s creators just released this sneak peak which highlights Seth’s story about writing Unleashing the Ideavirus and how ideas that spread win.
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