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.
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 4539
>Or e-mail to [log in to unmask]:
>
--------------------------------------------------------------------------
> I would like to book
those names below into your course.
Signed (printed form)
........................................................................
Date....................
>Organisaton
.....................................................................................
>Position
.....................................................................................
>Telephone
No
.....................................................................................
Those attending the
course will be:
>Name
.......................................................................................
>Address
........................................................................................
.......................................................................................
>E-mail...........................................................................
>Name
.......................................................................................
>Address
........................................................................................
.......................................................................................
>E-mail...........................................................................
Please strike out/delete
as required:
* I enclose a cheque equal to £70 plus £12.25
VAT per person made out to Information Services Group (L&SE) of
CILIP
* Please send invoice by
post for the number of attendees booked to the address
below.
* Please send invoice by
e-mail for the number of attendees booked to the address
below.
> Name
>
..................................................................................
> Contact address
>
..................................................................................
>
..................................................................................
>
..................................................................................
>
..................................................................................
> Telephone
no...........................................................
> Special Dietary
requirements.........................................
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 [log in to unmask] , Tel. 01908
254051
