Assessing and Aligning Service Philosophy, Service Delivery, and Service Points

Thursday, March 22, 2018, 10:45 AM - 11:45 AM

Pennsylvania Convention Center, Ballroom A

Chapel Hill Public Library adopted a service pledge that promises friendly, helpful, responsive, engaged service – whenever, wherever, and whyever it’s needed. They soon realized that while a pledge is important, it needs to be fully realized in service delivery – from staff name tags to the size of service desks. CHPL leaders offer an open and honest look at the struggles and successes in their ongoing effort to both imagine and engineer truly delightful customer service.

At the end of this session, participants will:

1: Know how a service pledge can be developed and why it is important 2: Understand the basic concepts of service design and delivery 3: Be able to assess their library's service delivery and design with a new perspective

The session organizer(s) identified this session as appropriate for:
Level 1: People with no previous knowledge of the topic.

This session will have: Medium interaction (example: single speaker/panel with questions or discussion throughout)

Track: Invent

Tags: Administration/Management, Administration and Management, Organizational Change, Personnel and Staffing, Public Services, User Experience (UX)

Presenters

Susan Brown, Library Director
Chapel Hill Public Library , Chapel Hill , NC

Susan Brown took her first library job to earn beer money while in college, never thinking it would turn into a career. Since then, she has worked at libraries in North Carolina, Virginia, and Kansas, where she spearheaded the Banned Books Trading Card Project, which won a John Cotton Dana Award. In addition to being the Director of Chapel Hill Public Library, she teaches in the UNC SILS program and writes about libraries at www.658point8.com.

Meeghan Rosen, Assistant Director
Chapel Hill Public Library , Chapel Hill , NC

Meeghan Rosen is the Assistant Director at the Chapel Hill Public Library. She and her family live, work, and play in Orange County, NC. A graduate of SILS at UNC-CH, she values curiosity, collaboration, and transparency. Current interests include design thinking, fancy cocktails, and chickens.

For questions about…

Cancellation Policy

The PLA 2018 Conference is offered on a cost-recovery basis. PLA reserves the right to cancel all or any part of this event if there is insufficient registration or for other reasons. Neither ALA nor PLA is responsible for cancellation charges assessed by the airlines or travel agencies, or other losses incurred due to the cancellation of the workshops. All information listed on this website is subject to change.

Attendee Cancellation Policy

Written cancellations, requests for refunds, and/or changes will be accepted until February 23, 2018, and are subject to a $30 handling fee. Refunds will be processed after April 23, 2018. According to PLA policy, all meal events require preregistration. The above cancellation/change information also applies to all preconferences, meal events, and tours. No meal tickets will be sold onsite.

Exhibitor Cancellation Policy

All booth space cancellation requests must be received in writing by Show Management (Corcoran Expositions). If space is reduced, the net reduction of space will be treated as a cancellation of that space. If Show Management receives a written request for cancellation of space on or before October 31, 2017, the exhibitor will be eligible for a refund less the nonrefundable deposit of $950 per 100 square feet of exhibit space. For cancellations received after October 31, 2017, exhibitors are liable for 100% of the cost of space.

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Exhibits

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Sponsorships

To discuss PLA 2018 sponsorship opportunities, contact Corcoran Expositions, Mary Michalik at 312-265-9650, mary@corcexpo.com; or Matt McLaughlin at 312-265-9655, matt@corcexpo.com.

Thank You PLA 2018 Conference Sponsors!

PLA 2016 Archive

Looking for handouts and other information from the PLA 2016 Conference, which took place April 5–9, 2016 in Denver, CO? The PLA 2016 Conference website has been archived at http://2016.placonference.org.

View the list of past PLA Conferences from 1983 to present.

Concurrent Program Session