*CILIP Information Services Group (London & South East Section)
would like to invite you to attend the following course:*
*Engaging With the Virtual Customer
Wednesday 30^th 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.
Programme:
*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
*
*Booking details:*
Fee - £70 plus £12.25 VAT
> Please complete the form below, and send it to
> John Proctor, Hon. Secretary, ISG, London & SE Section, 46 Lawn
Terrace, Blackheath, London, SE3 9LP
Tel. (020) 8852 4538
>Or e-mail to [log in to unmask]
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ISG (L&SE Committe reserve the right to change speakers or subject
should it prove necessary.
To discuss the contents of the course, please contact Helen Bowlt
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<mailto:[log in to unmask]> , Tel. 01908 254051
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