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A library flood – one week on
As promised, here is the update. Its quick. Check out the previous blog post for the details of what happened, and for Monique (Branch Managers) update in the comments. The cleaners did a great job...
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Rewarding customer loyalty
We all know about the various loyalty schemes run by the big chains, whether they are supermarkets, airlines, department stories, online sellers etc. Even small coffee shops do coffee cards to...
View ArticleRFID – Why and how you should make it happen in your library
Today was the 2nd seminar that I have been involved with as part of a sub-committee of the Public Libraries Victoria Network (PLVN). This time, it was the Operations Special Interest Group in the lead,...
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When something wrong can go right
We learned an interesting lesson yesterday at our library, which also resulted in unexpected promotion of the library. We are introducing pre-overdue notifications via email, so sent out an...
View ArticleUsing mobile and social media to enrich the visitor experience – VALA 2012
This VALA Boot Camp session was a lesson not only in social and mobile media, but in user design. Here are my notes from the session. Will Donovan from Will Donovan and Mark Watson from Design...
View ArticleProblem users defined
Thanks to Stephens Lighthouse (http://stephenslighthouse.com/2012/06/11/classifying-difficult-customers/) for the pointer to the article on Boing Boing – Classes of annoying customers. The categories...
View ArticleWhat is customer service in reference?
This topic first started percolating in my mind when I read “On ethical reference service” (http://senseandreference.wordpress.com/2012/09/11/on-ethical-reference-service/) from Lane Wilkinson at the...
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Customer service in libraries – what have we got right?
Besides free content to lend or access, one of libraries’ best things (generalising of course) is our customer service. I know we try hard to provide this for any number of reasons, but I have been...
View ArticleBlog every day of June – Can there be too much customer service? – Tue 17 June
Librarians are all about customer service but there are differing levels that can be found at different libraries and even from different staff within the staff library. I have come across this with...
View ArticleBlog every day of June – Mobile device friendly libraries – Sat 21 June
We all know how much tablets, smart phones and similar devices have penetrated our society. A look around you when you travel, when you’re in a cafe or even in your library, will show many different...
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