Reenergize Your Library’s Service Environment

Instructor: Deena Ebbert, Stanley Strauss, Jackie Stetson, Gail McGovern

In partnership with Infopeople, clioinstitute presents:

Reenergize Your Library’s Service Environment

Organizations worldwide have adopted the FISH! Philosophy not only because their customers are delighted, but also because their staff found work more satisfying.

Hundreds of librarians have come to see the new Cerritos Experience Library and hear about its WOW Customer Service Model (based on the concept of focusing on the user’s experience).

If you have ever yearned to find a way to reenergize your library’s environment, don’t miss this opportunity to get both philosophy and practical tools.

You will leave this course feeling motivated and prepared with specific techniques that you can implement immediately.

Workshop Description: This one-day workshop uses exercises, lecture, small and large group discussion, demonstration and practice, with opportunities for you to think, write and discuss your unique situation.

Preliminary Course Outline:

• The Fish! Philosophy
  • Introduction to the fine art of throwing fish
  • Fish! Philosophy principles
  • Using playstorming techniques
• The WOW Customer Service Model
  • Assessing needs
  • Evaluating services and spaces
  • Redesigning services
  • Creating buy-in, confidence and ownership
• Next Steps
  • Choosing the most effective ideas
  • Identifying and overcoming obstacles

Who Should Attend: Those who would like to reenergize their library service environment.

Prerequisites: None.

Cost: $75 per person

Location and Details: Cerritos Public Library (Skyline Room) Tuesday March 23, 2004 at 8:30. Check-in will take place from 8:00 a.m. - 8:30 a.m. The workshop will end at 3:30pm. Refreshments will be available at 8:00 a.m. Box lunch included in the cost. For more information: contact Gail McGovern at gmcgovern@macnexus.org or 916-446-2411.