ALA Annual: RUSA RSS Discussion Forums

The RUSA RSS Discussion Forums Coordinating Committee invites you to attend the following discussion forums in Las Vegas:

Extreme Customer Service: Reference at Its Finest!
Sunday, June 29, 1:00-2:30 p.m., LVCC-N117

What can truly set reference apart from Google and other online information providers? What can breed patron loyalty and ensure return visits? Service! A library’s customer service can have a staggering impact on customer satisfaction and retention. Join with colleagues to share real world examples of extreme customer service – wonderful as well as woeful – and to learn practical tips for improving your service and making your reference service invaluable. Facilitator: Jeanne Holba Puacz, University of Illinois, Urbana-Champaign.

Readying Reference: Training for Public Service Reference Providers
Monday, June 30, 8:30 – 10:00 a.m., LVCC-N120

The importance of interactions with users of a library’s reference services (online and in person) cannot be overstated. If the user has a good experience, she will be back when she has another question. A bad experience, and that’s the end of it. Library literature supports the idea that training of reference providers and setting standards of service is a crucial component in the process of bringing new staffers up to speed and making sure they are upholding the library’s service mission. Gather with other front-line reference providers and managers to discuss what reference training currently looks like and brainstorm new ideas for innovative training in the future. Facilitators: Geoff Johnson, University of Texas Libraries, University of Texas at Austin and Joe Dobbs, University of Texas Libraries, University of Texas at Austin.

New webinar from TLA on improving services to library patrons

via email

Cultivating Loyal Library Customers
by Delivering Meaningful and Memorable Service!
December 7, 2009                   2pm to 3pm Central Time

This introductory customer service class is recommended for any staff member who interacts with customers (patrons) on a regular basis. The webinar deals specifically with attitudes and actions for cultivating customer loyalty with both internal and external customers at the library. The presenter will offer specific tools and techniques to help cultivate loyal library customers, and make the patron experience meaningful and memorable.

Presenter Steve Wishnack is the founder and President of Think & Do, providing consultation, seminars and workshops that help organizations cultivate customer relationships. Steve has written articles on Customer Service for The Massachusetts Municipal Association, and authored the chapter on Customer Service in Clinical Trials, for A Guide to Patient Recruitment and Retention, published by Thomson, in April, 2004. In addition to speaking at numerous organizational conferences and client events, Steve has been a guest speaker for The International Customer Service Association (ICSA) and for several libraries in Texas.

Steve holds both BA and MS degrees in Education from Brooklyn College, Brooklyn, NY.  He now resides in Andover, Massachusetts.

Registration: $45 for TLA members, $55 for non-members.
Special Group Rate! $35 per person for groups of 5 or more – contact CE Specialist Ted Wanner for details (

Instructions for logging into the webinar will be sent to all registrants prior to the event. CE credit will be available.

Register at this link: CE WEBINAR REGISTRATION (or visit

Ted Wanner, CE Specialist, Texas Library Association – or 800-580-2852