I can see the value of online meetings in terms of saving time and money in terms of travel expense etc. I am sure they will continue to become more and more popular as budgets become tighter next year. Better and less expensive technology will also make webinars more accessible for all of us.
Our library tried to use these among the YS group a couple of years ago but we had so many technical difficulties that we all kind of gave up on it. I am not sure if it was internal or external, but I am so glad to have been challenged to try again and have had success. And, while I would agree that the online meetings can and will enhance training, I would hate to see them replace valuable live training experiences.
I plan to enhance my own training by visiting more of these webinars on my own.
Sunday, February 14, 2010
Saturday, February 13, 2010
Week 3: Online Meetings
I tuned into Revitalizing Your Library Experience! hosted by Joan Frye Williams and George Needham. They challenge those of us in the library world to stop giving lip service to great customer service and to re-examine what we do as a library. Their claim is that 90 % of what we do is all about us and focused on what we do rather than respecting what the customers want. We need to focus on the other end of the equation.
Joan and George suggest that we layer our customer service to speak to the customer's situation and to make the most of "now". For example, time is valued more perhaps than anything today. So they suggest that we provide information that customers are able to digest it in small peices now when they are less busy, in larger pieces when they have a little more time, and in great detail when they need that information and have the time to read it. Service can be layered by time, place, hospitality (treat them like a welcome guest, not a walking work load), the discovery process and relationships (customers want familiar faces, want to be remembered, want to be treated as people we want to return).
Joan and George contend that the challenging environment we are operating in today is exactly the time when we should be focusing on these equations. I found much of what they were saying to be counter to what we seem to be doing as a system right now. This is paticularly true in terms of the relationship piece and respecting what the customers want. We decide what we will market to the public and to the schools and the customers should be quiet and gladly take what we decide to offer them. After all, we know exactly what they want and what is best for them right? This is based on whose opinions? I was, however, very glad to see our director hold public focus group opportunities to discuss prioritizing service if and when service will be cut. This is a step in the right direction in my humble opinion.
Joan and George suggest that we layer our customer service to speak to the customer's situation and to make the most of "now". For example, time is valued more perhaps than anything today. So they suggest that we provide information that customers are able to digest it in small peices now when they are less busy, in larger pieces when they have a little more time, and in great detail when they need that information and have the time to read it. Service can be layered by time, place, hospitality (treat them like a welcome guest, not a walking work load), the discovery process and relationships (customers want familiar faces, want to be remembered, want to be treated as people we want to return).
Joan and George contend that the challenging environment we are operating in today is exactly the time when we should be focusing on these equations. I found much of what they were saying to be counter to what we seem to be doing as a system right now. This is paticularly true in terms of the relationship piece and respecting what the customers want. We decide what we will market to the public and to the schools and the customers should be quiet and gladly take what we decide to offer them. After all, we know exactly what they want and what is best for them right? This is based on whose opinions? I was, however, very glad to see our director hold public focus group opportunities to discuss prioritizing service if and when service will be cut. This is a step in the right direction in my humble opinion.
Tuesday, February 2, 2010
Week 2: Online Communities
Week two was a breeze with a little help from the tutorials and my friends......
I now have a profile photo, and I join joined my College Graduating Class network. I added a page and linked to 23 Things Kansas Facebook. I also added some highly respected colleagues to my friends list.
I accomplished all of this with extremely slow internet service at the desk. My self-confidence in on-line tools in improving quickly.
My observation was that the networks that Facebook offers are limited to certain demogaphics. I was interested in a network of College Moms, Overland Park Business Women and American Association of University Women, non of which came up. I would find in most beneficial to find a broader spectum of networks.
On to week 3.
I now have a profile photo, and I join joined my College Graduating Class network. I added a page and linked to 23 Things Kansas Facebook. I also added some highly respected colleagues to my friends list.
I accomplished all of this with extremely slow internet service at the desk. My self-confidence in on-line tools in improving quickly.
My observation was that the networks that Facebook offers are limited to certain demogaphics. I was interested in a network of College Moms, Overland Park Business Women and American Association of University Women, non of which came up. I would find in most beneficial to find a broader spectum of networks.
On to week 3.
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