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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