Northeast Ohio Regional Library System - Event Information - Northeast Ohio Regional Library System

Event Name:
The Unified Desk-Customer Service at Its Best

Customer Service and Communication

Can circulation staff and librarians coexist? Can you manage the fact that the public thinks ALL library staff are librarians?  Is it possible to exchange ego for an expanded library experience? 

In this webinar I will challenge library staff to remove the barriers and hierarchy that separate staff at the expense of the customer.   We will explore opportunities where library clerks and librarians work side by side to provide a more holistic customer service experience. 

Learning Objectives:
  • The benefit of providing more mentoring opportunities between library clerks and librarians to build a better library
  • Explore the meaning of customer service and what it truly means to serve the public
  • Challenge participants to see that their bias/fear of co-mingling staff has, and will continue to, hold them back from providing quality customer experiences and growing our profession

Mary Lou Carolan, Library Champion, Social Justice Advocate, Community Innovator, Placemaker.  Administrator for the Newburgh Free Library, Newburgh, NY.
Mary Lou is a library-futurist, speaker, writer, library director and idea generator for re-positioning libraries as community leaders and innovators.  Her mission is to forever upgrade the perception of libraries by using a creative blend of innovative marketing techniques, community -centered projects, storytelling, placemaking principles and extraordinary customer service.  Drawing from 15 years of library experience, preceded by 20 years leading non-profit community-based organizations, Carolan has created and implemented many successful marketing campaigns and outreach initiatives for rural and inner-city libraries of all sizes.

Event Date:

Event Time:
10:00 AM - 11:00 AM Eastern

Via Adobe Connect

Contact Person:
Melissa Lattanzi
(phone: 3306550531)

Who Should Attend:  Anyone interested in the unified desk

Competency:  Customer Service and Communication

GEO Cost:      $40
Bronze Cost:  $24
Silver Cost:    FREE
Gold Cost:     FREE

Can't attend on the date or time listed? Sign up anyway! All of our webinars include archive access for later viewing at your convenience.

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