Putting UX Into Customer Service (webinar)
Tuesday, November 10; 1 pm
Presented by: Talia Richards
1 CE Credit
Hear from a librarian at Springshare (the maker of LibGuides) about how to use its model for
customer service in your library. Drawing inspiration from real world
examples, Richards shares practical tips, strategies, and implementation techniques that illustrate ways in which
libraries can better integrate the user experience into their customer service model.
She’ll discuss how Springshare uses their own tools to provide the best possible customer service.
Best practices that have been extracted through successful interactions as well as those that
resulted in giant fails will also be shared. From email to Twitter and Facebook, she provides
actionable strategies that focus on the customer, customer experience, and a successful
outcome for all.
30-Minute Thursday: Using the Five Practices in Afterschool Programming (webinar)
Thursday, November 12; 1 pm
Presented by: Kymberley Pelky
.5 CE Credit
Play, talk, write, read and sing are the five practices of early literacy.
We gear these practices toward early literacy programming, but literacy is part of lifelong
learning. Some of these practices are not being used as frequently in school, especially play,
talk and sing. Kymberley will discuss using these practices as part of our afterschool
programming, while continuing the literacy and learning.