Now! That’s what I call customer service!
Julie Strange, statewide coordinator for Maryland AskUsNow
Cathay Crosby, operations assistant for Maryland AskUsNow
Focusing on customer service with chat and email reference, with an into that includes some basic customer service points. Continue reading
The Case of the Millennials’ Mysterious Searching Habits
Lucy Holman, Director, University of Baltimore Langsdale Library
This was a really interesting session, and I felt Lucy did a great job of explaining how these students are searching. There are a lot of ways to try to address this issue, but none of them will be easy (and many of them are no doubt very unpopular).
UPDATE 5/20: Lucy presented a poster on this at ACRL this year, check it out for even more details.
Business Resources for the Literature Lover
Shana M Gass, Reference Librarian, Towson University
Ray O’Keefe Cruitt, Business Reference Librarian, Enoch Pratt Free Library
Mandy Hackley, Business Librarian, Salisbury University
Mobile Reference: Service at the Point of Need
Frederick County Public Libraries
www.fcpl.org/mobile – slides up now, notes forthcoming
Director of Public Programs, NYPL