Association of College and Research Libraries – New England Chapter
Annual Conference 2009
College of the Holy Cross, Worcester, MA
May 15, 2009
ACRL/NEC invites you to submit proposals for a workshop, presentation, or poster session at its 2009 conference:
“Are You Being Served? Customer satisfaction and library service.â€
We are construing “customer service†broadly and seek proposals covering any and all aspects of librarianship as they relate to
serving and satisfying our customers. In writing proposals, here are some questions to consider: Who are our customers? What do they want/need? What can we, and what can’t we, provide? How can we do better, what else can we do, what can we stop doing? Is the customer always right? Do we provide what our customers want or what (we think) they need? Can we do both? Can we go too far in trying to please our customers?
Possible topics to address could include (but are not limited to):
- Customer service training for library staff
- Customer service solutions from outside the library world: other non-profits and the private sector
- Redesigning space (physical or virtual) to better accommodate our customers
- Improving our systems to serve customers better
- Customer self-service (tagging, social networking, self-check-out, etc)
- Managing service: serving more with less – service on a budget
- Assessing our customer service – or, Assessing other services, resources, etc., in terms of customer service
Workshops should be 2 hours in length and proposals should include goals and learning outcomes for attendees.
Session presenters should plan to speak for approximately 30 minutes plus 10 minutes for questions/discussion.
Poster presenters should provide a visual display (no more than 4’x8’) and prepare for brief informal explanations and discussions of their topic.
Please submit proposals via online form at http://www.wesleyan.edu/libr/acrlnec/acrlnecprop.html
by December 1, 2008.