April 27-29 Hyatt Regency Crystal City
Arlington, VA
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Sunday, April 26, 2015

W3: Business & Customer Service Models for Libraries

9:00 a.m. - 4:00 p.m.
Rebecca Raven, CEO, Brampton Public Library
Scott Hargrove, Chief Executive Officer, Fraser Valley Regional Library
Rebecca Jones, Director, LLEAD Institute Partner Emeritus, Dysart & Jones Associates
Moe Hosseini-Ara, Director, Branch Operations & Customer Experience, Toronto Public Library

This workshop brings together the strengths and expertise of practitioners, provides hands-on participation, and shares a number of models libraries are borrowing from service businesses. Begin the morning by working with Gartner’s Magic Quadrants to identify where your library leads and then map out how to use the customer service approach of successful retailers with staff equipped with headsets, mobile devices, and internal instant messaging. In the afternoon, explore how the service portfolio management model can help your library identify the services to grow, maintain, or divest, and investigate form and function in organizational structure as well as staff development models that incorporate learning as a part of daily operations.

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