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)
Handouts: Download 1 Download 2
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.