Wanted to be sure folks in the group know about the webinar next week
The Customer Focused Library. I'll be sure to direct folks to the archive afterward, and thought it would be a great topic for discussion as it relates to the course.
Here's the scoop:
What happens when you look at your library through the eyes of your customers? Three public libraries and one academic library from the Chicago area did just that, as part of a LSTA grant-funded initiative on patron needs assessment. A retail-space consulting firm conducted a two-day study of patron behavior, touch points, and interactions at the four libraries. The results of those observations led to the libraries adjusting staff behavior, space layout, signage, and marketing tactics, in order to better serve and delight their patrons. During this webinar, Gretel Stock-Kupperman, director of consulting and continuing education at Metropolitan Library System; Jamie Bukovac, director of Indian Prairie Public Library; and Detlev Pansch, director of Barrington Area Public Library, will share the details of what issues were surfaced by
the study, and the best practices they have adopted from the retail world in order to better address patron needs.
