YOUR WISH IS MY COMMAND:
IMPROVING THE CUSTOMER EXPERIENCE
CAREER DEVELOPMENT
GROUP UK NATIONAL CONFERENCE 2009
Liverpool John Moores University, Monday 20th April 2009,
10.00 am - 4.00 pm
We all want to serve our
customers and to meet their needs. But is there room for improvement? Have we
become complacent? What can we do to transform our services and make them truly
reader-friendly and customer-focused? This event is aimed at library and
information workers in any sector and at any level, whether you work directly in
frontline customer services or whether you have strategic responsibility for
those services. Come and hear expert speakers from different LIS environments
share their experiences and visions. No background knowledge is required, just
an interest in improving the customer experience in your library or information
service!
PROGRAMME FOR THE
DAY
Morning: plenary
presentations
- Us and them? Shaping a customer
service culture in libraries – Maxine Melling, Liverpool John Moores
University
- A reader-friendly
library service – Rachel Van Riel, Opening the Book
- Connecting with your
online users: they won’t come just because you build it – Richard Wallis,
Talis
Afternoon:
choose two out of four parallel sessions:
- A:
How we do things in the North East: developing customer focus and
standards – Mark Freeman, South Tyneside Metropolitan Borough Council
- B: Web 2.0. British Library 2.0 – Adrian
Arthur, The British Library
- C: Better by design: a guide to planning new
libraries or major remodelling of library spaces – Ayub Khan, Warwickshire
County Council
- D: From knowledge to health: the implementation of the
National Service framework for quality assurance of NHS Libraries - Tricia Ellis, NHS SW
Sessions will be
presentation–based with an opportunity to ask questions and open up discussion.
Delegates will be contacted nearer the time regarding afternoon
selections.
LEARNING
OUTCOMES
- Improved
understanding of factors that may influence the customer experience
- More detailed
understanding of specific issues, such as how to create a customer service
culture; how to be reader-friendly; how to connect with online users; how to
make the most of your buildings and environment.
- Awareness of the
benefits of continuing professional development
- Awareness of
relevant support networks and resources
- Confidence to
progress towards improving customer focus within own service
AGM
Two events for
the price of one! The Conference is followed by further refreshments and our
AGM, a free event which will take place at 4.15pm, to finish by 4.45pm. There
will be an opportunity afterwards to continue networking with colleagues over a
drink in one of Liverpool's many pubs.
VENUE
DELEGATE
RATES
- CDG members - £75 + 15%
VAT =
£86.25
- Non members - £95 + 15%
VAT = £109.25
- Students & Unwaged
- £45 + 15% VAT = £51.75 (limited places available)
- Delegate rate includes
refreshments and buffet lunch.
SEAL
OF RECOGNITION
The Career
Development Group has been awarded the CILIP Seal of Recognition http://www.cilip.org.uk/qualificationschartership/seal.
All delegates will
receive a certificate of attendance.
For
further details or to make a booking please send the Booking
Form (below) to:
BOOKING FORM
Please
complete and return this form to Viki Lagus by Monday 6th April
2009
Name:
Position:
Organisation:
Address:
Postcode:
Tel:
Email:
Special access
and/or dietary requirements:
Parallel sessions: please select one of A or B
and one of C or D. Delete as appropriate. We will endeavour to
accommodate everyone's choices but this cannot be guaranteed due to rooming
constraints..
- A:
How we do things in the North East: developing customer focus and
standards – Mark Freeman, South Tyneside Metropolitan Borough
Council
OR
- B: Web 2.0. British Library 2.0 – Adrian
Arthur, The British Library
AND
- C: Better by design: a guide to planning new
libraries or major remodelling of library spaces – Ayub Khan, Warwickshire
County Council
OR
- D: From knowledge to health: the implementation of the
National Service framework for quality assurance of NHS Libraries - Tricia Ellis, NHS
SW
I will / will not be
attending the AGM following the conference (delete as appropriate)
I enclose a
cheque / I wish to be invoiced (delete as appropriate)
Please make
cheques payable to the Career Development Group.
We regret that we are not able to accept card
payments.
Name and
address (if different from above) :
Invoice
Reference number (this helps us a lot) :
Member of
CDG:
Yes / No
CILIP
membership number:
PLEASE
NOTE
Cancellation
after Monday 13th April will incur the full cost of this event,
unless a substitute can be found from the same organisation.
Kind
regards
Amanda
Amanda
Quick
Past President 2009
Career Development Group
Website: http://www.cilip.org.uk/specialinterestgroups/bysubject/careerdevelopment
A group of CILIP: the Chartered Institute of Library and Information
Professionals
Registered Charity Number 313014