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Public Services - PEOPLE First - Li Fu, Jing Shi & Yi Han.


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Public Services - PEOPLE First - Li Fu, Jing Shi & Yi Han.

  1. 1. Public Services: People First! May 22, 2010 Li Fu Jing Shi Yi HanAccess Services Librarian Access Services Librarian GLIS Graduate 2010Chicago State University Parkland College Library 7900 W. Division 9501 S. King Dr. 2400 Bradley Ave Dominican University Chicago IL 60628 Champaign IL 61821 312-203-9271 773-821-2804 217-351-2416
  2. 2. Who We Are •Yi Han rst e Fi O •Li Fu •Jing Shi U ices: Peopl Why the Topic T •Significance for Chinese American Librarians L •Importance in this economic time What We Mean by I Serv •People N •Services blic E Pu Takeaways…. •Tips •Recommendation2
  3. 3. Library Services - People First! A place Access Technology Budget People First! Collection Statistics Digital Electronic Delivery Access Text3
  4. 4. P=P P2P P+P P P=P Public Services = People Services = Performed for the benefits of Patrons P2P People2People | Personnel2Publics Patience2Problem Patrons P+P Pleasant + Passionate | Positive + Personal | Privacy + Partnership4
  5. 5. People = Customers Caring Commitment Compassionate C Correspondence Communication Conference Contacts Customers Consultation Consumers Concentration Clients Connection Collaboration Concerns Correlation Complaints Consequences5
  6. 6. To Customers, It Means - COMMITMENT Excellent Services Pleasant Friendly Assistance Consultation Knowledgeable Effective Instruction Communication Respectful Passionate Attitude Outlook6
  7. 7. To Employees, It Means - Extended, cross & e focused trainings Pro ye n plo atio dev fessi em ent elo ona w i pm l Ne or ent Me eade li n & L nto rsh es gu licies rsh ip id e ip Po & s ill ip sk sh Aw wa e n re pl ria ar rdin o a di g Pe libr ng n & Emp ow e catio & inc rment m uni tion lusio n Commotiva &7
  8. 8. To Other Stakeholders, It Means - Honor Alums Respect Patrons with Special Needs Se Accommodate Diversities us rve lev ers all p lo gy els in a e o ll ev nol D h Fo te Co cus ec ta l T li us mm on ci ita y er un s F a i g er ity D liv De s As ion s sa sure llec t c es tis ac fac cust co ic ex tion ome and ron ti o n p t pe cta to m rs’ Ex lec b ora tio e ns et o rt e o lla pp t eC Su mo o8 Pr
  9. 9. Takeaways…. • Tips on 1 2 3 How to build a How to How to change good relationship communicate adversity to with colleagues effectively and prosperity? Direct and faculty? efficiently by benefit to the reading patrons, individual & talking with community? patrons?9
  10. 10. 1. Build relationships with colleagues and faculty • With colleagues Trust - the foundation of relationships Open Open Honest Honest Fair Fair Appreciative Appreciative Accepting Accepting Social Social10
  11. 11. 1. Build relationships with colleagues and faculty With Faculty Share Share Satisfy Satisfy the same mission the same mission their special needs their special needs Relation Relation Build Build Outreach Outreach partnership partnership11
  12. 12. 2. Communicate effectively and efficiently by reading & talking with patrons  Two way exchange  Listening, hearing, and understanding  Talking: ask questions12
  13. 13. 2. Communicate effectively and efficiently by reading patrons, talking with patrons  Conflict  Causes of conflict  Kurt Lewins equation: B=f(PE) (1936)  B=Behavior  P=Person It states that Behavior is a function of the Person and  E=Environment his or her Environment.  F=factorial  Misunderstanding  Communicate improperly (rational, respectful, prepared, positive)  Communicate ineffectively (lack of info, wrong info, tone, mood)  Dialogue A. I want to know why I have a big fine for just one day late? B. I don’t know, the computer generated it out. A. What do you mean? You want me to talk with computer?  Avoid /Resolve conflicts (Negotiation and Meditation)  Formula Listen- >Mutual understanding-> Education13
  14. 14. 3. Convert adversity to prosperity  Adversity in diversity Races Ages Cultures Personalities Diversity Religions Languages Educationa l levels Skills14
  15. 15. 3. Convert adversity to prosperity Flexibility is essential to mold self with diversities Positive Positive thinking thinking Tolerance Tolerance Honesty Honesty Patience Patience Prosperity Trust Trust Awareness Awareness Inspiring15
  16. 16. 3. Convert adversity to prosperity Inspiration Prosperity Opportunity Positive thinking Acceptance Awareness16
  17. 17. 3. Convert adversity to prosperity Google image-caterpillar17
  18. 18. 3. Convert adversity to prosperity Google image-Butterflies18
  19. 19. Recommendation People First! People First! as a mission as a strategy People First! People First! in marketing In assessments & promotion! & evaluation 19
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