The Cleveland-Marshall College of Law Library is pleased to announce
that it will provide a site for the videoconference "Quality Customer
Service: Beyond ‘How May I Help You?'" on Thursday, April 15, 1999, from
12noon till 1:30pm EST. Following the videoconference, there will be a
roundtable discussion, from 1:30pm till 2:30pm EST. The Case Western
Reserve University Law Library is co-sponsoring our provision of a site
for the videoconference. The videoconference is sponsored by the
American Association of Law Libraries and West Group.
There is no fee to attend the videoconference at our site. However,
videoconference attendees at our site MUST pre-register by contacting
Laura Ray, Media/Reference Librarian, Cleveland-Marshall College of Law
Library, 1801 Euclid Avenue, Cleveland, OH 44115, 216-687-6880, FAX
216-687-5098, laura.ray@law.csuohio.edu. Seating is limited to 45
attendees, so please register as soon as possible, and no later than
Tuesday, April 13th.
Our site for the videoconference will be the Dively Room (ie, Room 133;
street level) of the Cleveland State University Urban Affairs Building
(1737 Euclid Avenue, Cleveland, OH). It is suggested that attendees
arrive no later than 11:45am. The videoconference follow-up roundtable
discussion will be in Room 222 of the same building. Parking is
available for $2.00 in CSU Parking Lot WG (on East 17th Street, between
Euclid and Chester Avenues). Please note that in order to have access
to CSU Parking Lot WG, videoconference attendees need to tell the Lot WG
parking attendant that they are coming to the AALL videoconference.
Due to the "lunch-time" timing of the videoconference, attendees may
bring a brown-bag lunch. We will be providing a light desert and
beverage. Again, in order to help us plan refreshments and ensure
seating, attendees are asked to pre-register with Laura Ray.
Videoconference participants will be able to:
(a) Develop goals, objectives, and action plans to ensure the best
response to customer needs in a timely and cost-effective fashion;
(b) Identify stakeholders and strategies for developing a sense of
ownership;
(c) Juggle conflicting demands and still meet the needs of a variety of
customers;
(d) Understand the importance of measuring customer needs;
(e) Gather ideas concerning how to capture data and continually improve
responses by using marketing concepts;
(f) Locate the resources to create a customer database to improve
internal and external communication;
(g) Recognize the consequences of negative and positive inputs into the
organization's operations; and
(h) Describe the process of customer service problem-solving.
Videoconference speakers will be Dr. Darlene Weingand, Professor,
University of Wisconsin-Madison School of Library and Information
Studies (SLIS), and Faculty Director, SLIS Continuing Education
Services; and Ms. Pat Wagner, Owner and Principal, Pattern Research (a
research and training firm in Denver, CO).
We hope to see many northeastern Ohio law librarians at the
videoconference. In addition to the program itself, this will be an
opportunity to participate in a customer service roundtable discussion
as well as network with your colleagues, without paying a meeting
registration fee. Please do not hesitate to contact Laura Ray if you
have questions.
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