CILIP Information Services Group (London & South East Section) would like
to invite you to attend the following course:
Engaging With the Virtual Customer
Wednesday 30th November 2005
CILIP HQ London
Customers no longer think of a library as a place they need to visit to
gain access to information. Via the Internet they expect to be able to get
what they want 24/7.
To meet this demand Librarians must adapt to the changes that have included
the development of e-books and e-journals. Increasingly reference and
information libraries have begun to provide remote access to databases and
catalogues: this was explored last year in our course on the Virtual
Reference Library.
However these changes create new challenges. How do we engage with the
virtual customer? How do we ensure the new services we provide reach our
unseen customer?
This course attempts to give the Librarian and information officer an
awareness of the direction in which library and internet services are
moving. It looks at best practices in this field and how library and
information professionals can market these new services to customers.
Course
9.15am - Registration & coffee.
9.45am - Introduction
Amanda Duffy, CILIP Councillor for the Information Services Group
10.00am - Chat enquiry techniques
Linda Berube, Regional Manager, Co-East
10.45am - Kent's local enquiry service
Christel Pobgee, Information Services manager, Kent Libraries and Archives
11.15am - Coffee break
11.45am - Looking for inspiration? A library marketing case study.
Antony Brewerton, Subject Librarian Team Leader (Arts, Social Science &
Health Care), Oxford Brookes University Library
12.45pm - Lunch
1.45pm - Finding better access routes to Local Authority services
Lindsay Ould, Corporate Information Manager, London Borough of Lewisham;
Chair of SPIN (Society of Public Information Networks)
2.15pm - Chasing The Sun - the virtual medical enquiry service
Stuart Benjamin, Knowledge Resources Development Manager, Avon, Glos.,
Wilts. Workforce Development Confederation
3.00pm - Afternoon tea
3.30pm - What's in London Libraries (WILL)
Fiona O'Brien, Development Manager, London Libraries Development Agency
4.15pm - Open discussion and questions on engaging with your customers
Amanda Duffy
4.30pm - Course concludes
If you are interested in attending this course, please contact John Proctor
- tel: (0208) 852 4530
To discuss the contents of the course, please contact Helen Bowlt e-mail:
<mailto:[log in to unmask]>[log in to unmask]
Thanks very much
Vicky Robertson
Vicky Robertson
Assistant Librarian (Reader Services)
School of Pharmacy
University of London
29-39 Brunswick Square
London
WC1N 1AX
Tel: (0207) 753 5833
Fax: (0207) 753 5947
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