Customer Service: How and When to Break the Rules

jump_over_the_fence_1280x1024Who gets which kind of service at your front counter? What if the rules interfere with great customer service? What if a new situation comes up that is not covered by The Book? And what if a new rule is causing havoc with customer relations, and you are the one who has to save the day: What is the right way to break the rules?

On December 2, well-known library consultant Pat Wagner will join us at the Eisley Branch Library of Lincoln City Libraries to address the topic of customer service. This is a four hour interactive workshop worth 4 CEs. The workshop starts with the issue of consistency in service standards regarding policies. Continue reading

SELS Sponsors “Policies for Results” Workshop for Librarians and Library Board Members

Bonnie McKBonnie McKewon, a well-known and respected presenter, will be coming to Seward Memorial Library on March 17th for a 4 CE workshop on policy creation and refinement. The workshop will begin at 10 am and last until 3 pm.
“Policies For Results” is a fresh way of approaching policy development by looking at constructing policies in 4 parts: the philosophy statement, the regulations, the procedures, & the guidelines.  Through exercises and small group discussion, learn how to apply the 4 parts of a policy to sample topics.  Review the board’s role in policy development, along with the roles played by the library director and staff.  And share your policy pet peeves!  The workshop is based on the book from the Public Library Association: “Creating Policies For Results: From Chaos to Clarity.”
Bonnie McKewon is a consultant with the State Library of Iowa, stationed at the Northwest District office in Sioux City, providing library management training and consulting for 90 public libraries in 14 N.W. Iowa counties. She has conducted training for public library staff and boards for over 20 years, presenting workshops on a wide variety of topics, from presentation pointers to formulating smart survey questions, from succession planning to encouraging tech savvy trustees.
Bonnie has been an instructor for Iowa’s library director certification program for many years. And with an affinity for library board training, she has developed a multi-part series of online classes for boards, including “The Board’s Role in HR” and “Jumpstart Your Trusteeship.”
In addition, she has taught on-site board development workshops in South Dakota, Kansas, Nebraska, and Michigan. Over the years, Bonnie has presented at state and national conferences, among them PLA and ARSL (Association for Rural and Small Libraries) Before joining the State Library, Bonnie was the Administrator of the Northwest Iowa Regional System for 20 years and formerly the director of Spencer (IA) Public Library.
Southeast Library System is pleased to sponsor this workshop for any library staff who work with formulating policy, as well as Library Board members. We are able to offer the workshop for only $20, including lunch. This is due to the fact that this activity is supported in large part with funding from the State of Nebraska and from the Institute of Museum and Library Services under the provision of the Library Services and Technology Act as administered by the Nebraska Library Commission.
Register by March 13 at