Customized Workshops & Services for Libraries
Library Roving Service
0
..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 will be hitting the road (well…actually – the air!) bringing 2-3 weeks of our workshops to New Zealand – and I couldn’t be more excited. Thanks to the Management at Palmerston N. City Library and the Auckland City Libraries, I will be providing our “Pro-active Service and Roving” concepts and skills to many Library Managers and Staff in New Zealand in August and September. Both Library Systems have many progressive services and an admirable approach to service excellence. I’ll post some of their best ideas on this website in late September. And – of course – I’ll be sure to find time to tour a bit of this wonderful and scenic country while I am there.
On Wednesday Feb. 24th I will be presenting a Pre-Conference Workshop at the Ontario Library Association Super Conference.
Workshop Title: Best Foot Forward: Pro-active Service and Roving 2.0
Date/Time: Wed. Feb. 24th, 2010, 9:30 AM – 4:00 PM
Location: Metro Toronto Convention Centre, 255 Front St. West, Toronto Ontario
Fee: OLA members $125, Non-Members $165
Register via the Ontario Library Association at http://www.accessola.com/ola/bins/content_page.asp?cid=5
Workshop description:
Best Foot Forward: Pro-active Service and Roving 2.0
The use of roving reference has been in practice in libraries for several years and much has been learned. As one of the pioneers, Joan has travelled to the United States, Australia, and throughout Canada, leading libraries in their implementation of the concept.
In this new 2010 version of her practical and entertaining workshop, Joan reveals what libraries have shared with her about the most common challenges they face when trying to implement roving. More importantly, she will share updates on the latest and best tips, practical approaches, tools, and solutions she has seen libraries use to overcome their challenges.
You will walk away with
1. Current, practical approaches, tips and techniques
2. Common obstacles and pitfalls, and how to avoid them
3. Answers to your own specific questions about roving reference in your library
4. A comprehensive list of URL’s of pertinent articles, presentations, white papers, and more
I am always happy to speak with libraries and other organizations about their goals, challenges and needs. I also am available to consult or conduct training on a wide variety of topics – everything from 1/2 day to multi-day classes as required, both in-person and virtually. I also consult regularly with libraries in an informal advisory capacity on numerous service and management topics. Here are some of the areas in which I can provide effective consultation, training, or presentations. If your topic isn’t on the list, just ask – I may have simply forgotten to list it:
- Pro-active Service
- Roving Service; what it it, what it isn’t, how to do it well and be comfortable with it
- Myths and Misperceptions about Roving
- The Road to Roving: key steps for Managers to take for long-term roving implementation
- 10 FAQ’s managers must answer for staff when implementing something new (like Roving)
- Communicating with upset or angry people
- “Communicating On Purpose” (Overcoming barriers to communication, and adapting for personality styles)
- Presentation and Facilitation Skills (also available as one-on-one coaching)
- Leading Transition, Managing Change
- New Leader Assimilation process
- Consensus sessions (identifying priority issues and brainstorming solutions)
Pleaase contact me for more information about my availability
Back to top