Library Hospitality: Public Relations Work, CRM Applied
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Presented by Cecilia E. Samson at PAARL’s National Summer Conference on the theme "Superior Practices and World Widening Services of Philippine Libraries", held at Dao District, Tagbilaran City, Bohol, 14-16 April 2010
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Library Hospitality: Public Relations Work, CRM Applied
- 2. LIBRARY HOSPITALITY: PUBLIC RELATIONS WORK, CRM APPLIED CECILIA E. SAMSON Director of Libraries Holy Name University Tagbilaran City
- 27. + = Feedback Maximizing customer satisfaction Respond to individual customers Customer satisfaction and loyalty Identify sources of dissatisfaction Conduct root cause analysis Getting the right job done right the first time Customer relationship management
- 51. LIBRARY ACTION PLAN Areas of Concern Objectives Current Status Strategies/ Specific Task Persons Involved Budget Time Frame A. Library Newsletter To produce a library newsletter that will keep the users well- informed of things pertaining to the library. Necessary information pertaining to the library are not properly disseminated. a. Planning b. Presenting the idea to the administration c. Production of the newsletter. -Librarians -Administrators -Writers a. P10,000.00 Annually
- 52. Areas of Concern Objectives Current Status Strategies/ Specific Task Persons Involved Budget Time Frame B. Library Logo To create a library logo that will serve as an emblem of the library identity. There is a need to promote the library by adopting a logo. a. Library logo making contest to be initiated by the committee for the National Book Week Celebration. - Committee members - Contestants - Judges P1,500.00 Nov. 24-30, 2011
- 53. Nov. 24-30, 2011 Areas of Concern Objectives Current Status Strategies/ Specific Task Persons Involved Budget Time Frame C. Workshop To know and apply the techniques in handling complaints in the library. The librarians and other library personnel need more knowledge in dealing with complaints. a. create a committee in holding a seminar-workshop for complaints b. seminar proper c. evaluation -Seminar committee -Finance Officer -Speaker a. P10,000.00 b. P3,000.00 a. February,2011 b. April, 2011
- 54. Areas of Concern Objectives Current Status Strategies/ Specific Task Persons Involved Budget Time Frame D. Library Materials and Services To enhance users’ understanding, acceptance, and utilization of library resources and services Low utilization of books, periodicals and other library materials. a. Add library signages b. Display window c. Solicit feedbacks and suggestions -Librarians -Working students a. P20,000.00 b. P30,000.00 a. Apr.-May 2011 b. Apr-May, 2011