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DON'T FORGET - CILIP MEMBERS RECEIVE UP TO 40% DISCOUNT ON ALL CILIP TRAINING. We have a few last minute places available on the following courses: Creating a customer focused environment in the academic sector **3 places** Viral marketing approaches for promoting LIS **4 places** Web 2.0: building on the basics **1 place** Handling enquiries: the basics **3 places** Library of congress subject headings **4 places** Scroll down for further details CREATING A CUSTOMER FOCUSED ENVIRONMENT IN THE ACADEMIC SECTOR 29 OCTOBER 2008, LONDON **3 places** A one-day course that will provide you with the tools and techniques to better understand your customers, stay one step ahead and anticipate rather than simply respond to their needs to deliver an outstanding customer service. PROGRAMME HIGHLIGHTS *The importance of a customer-focused environment *Understanding and predicting customer needs *Measuring customer satisfaction FULL DETAILS: http://www.cilip.org.uk/training/training/2008/mp/creatingcustomerfocusedacademic.htm VIRAL MARKETING APPROACHES FOR PROMOTING LIS 9 OCTOBER 2008, LONDON **4 places** A new course repeated this autumn. 'Viral', 'buzz and 'word of mouth' marketing are recognised as the most effective marketing techniques available. Gain an understanding of these techniques and how they can be applied and used productively in your library. PROGRAMME HIGHLIGHTS *Influencing customer and client groups *Campaigns based upon viral principles FULL DETAILS: http://www.cilip.org.uk/training/training/2008/mp/viralmarketingapproachesforpromotinglis.htm WEB 2.0: BUILDING ON THE BASICS 30 OCTOBER 2008, LONDON **1 place** Don't be left behind when it comes to web 2.0 - explore the ways in which shared search techniques; social bookmarking; saved data; wikis and other applications can not only promote the information centre, but provide a richness and depth of information to your users on this popular one-day course. PROGRAMME HIGHLIGHTS *The range of Web 2.0 resources *Using wikis to disseminate/alter information *Using bookmarking services, web monitoring tools and group search engines FULL DETAILS: http://www.cilip.org.uk/training/training/2008/ict/Web20buildingonthebasics.htm HANDLING ENQUIRIES: THE BASICS 23 OCTOBER 2008, LONDON **3 places** This one-day course will reassure you that there are techniques out there to tackle any enquiry, even if you know nothing about the subject or the information sources available to answer it. On the day learn how to analyse an enquiry and practise questioning strategies and techniques. PROGRAMME HIGHLIGHTS *Choosing sources and delivery media *Effective searching *What to do if you can't find an answer FULL DETAILS: http://www.cilip.org.uk/training/training/2008/libinfo/Handlingenquiriesthebasics.htm INTRODUCTION TO MARC 21 21 & 22 OCTOBER 2008, LONDON **2 places** MARC 21 is the only quality metadata format currently available, providing a model for how this area of work should be approached to achieve consistent quality data. This two-day course covers a range of formats (books, serials, videos and electronic resources) that present the MARC 21 authority format. PROGRAMME HIGHLIGHTS *Basic elements of the bibliographic format *Bibliographic serials, video and electronic resources *Authority format FULL DETAILS: http://www.cilip.org.uk/training/training/2008/catandclass/introductionmarc21.htm LIBRARY OF CONGRESS SUBJECT HEADINGS 15 OCTOBER 2008, LONDON **4 places** A popular course repeated this autumn. Learn how to select and build simple and complex subject headings and understand the significance of pattern headings. This one-day course will provide a background to the origin and evolution of the Library of Congress subject headings. PROGRAMME HIGHLIGHTS *How to select basic headings *Navigating sub headings *Pattern headings *MARC 21 authority format FULL DETAILS: http://www.cilip.org.uk/training/training/2008/catandclass/libraryofcongress.htm