1999 Satellite Videoconference

Quality Customer Service
Beyond "How May I Help You?"

The American Association of Law Libraries (AALL) and West Group presented a Satellite Videoconference on the topic of Customer Service, on Thursday, April 15, 1999 from 12:00 p.m. - 1:30 p.m. Eastern Time.

Video Tape:

The live satellite video conference was recorded is available on video tape. Click here to order the Satellite Conference on Video Tape.

About the Videoconference:

Service is how your customers measure the success of your library, and every employee in your library contributes to customer satisfaction. However, budget constraints, continuous technological changes, and smaller staffs present challenges to providing great service. Join us and find out how to sharpen your competitive edge by learning how to measure and respond to customer preferences, despite limited resources and constantly shifting priorities.

About the Speakers:

The program speakers were Dr. Darlene Weingand, Professor at the University of Wisconsin-Madison School of Library and Information Studies (SLIS) and Faculty Director of SLIS Continuing Education Services, and Ms. Pat Wagner, Owner and Principal of Pattern Research, a 24-year old research and training firm in Denver, Colorado.

Dr. Weingand teaches library management and marketing to librarians in all types of libraries and has written extensively in these areas. Books authored by Dr. Weingand include Customer Service Excellence, A Concise Guide for Librarians (ALA, 1997) and Future-Driven Library Marketing (ALA, 1998).

Ms. Wagner presents over 100 programs each year in states from Alaska to Florida on topics such as customer service, conflict management, productivity, and leadership. In addition to AALL events, Ms. Wagner has presented for American Library Association, Special Libraries Association, and Association of Records Managers and Administrators International programs. Books authored by Ms. Wagner include The Bloomsbury Review® BookLover's® Guide to Home Libraries (Owaissa, 1996) and Building Support Networks for Schools (ABC-CLIO, 1992).