Slides for You Can’t Teach Nice: Retail Management Strategies for Enhanced Library Customer Service
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This document outlines topics related to improving the customer experience at libraries. It discusses examining the patron journey and identifying opportunities to better serve patrons at each step. It also emphasizes the importance of employee training, empowerment, and coaching to ensure patrons receive a positive experience. The goal is to move patrons from being satisfied to highly satisfied by addressing their needs throughout their entire journey.
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Account Planning & ResearchNikki McClaranWeek 5 Creativ.docx
Account Planning & Research
Nikki McClaran
Week 5: Creative Briefs
Notes:
2McClaran, ADV342, SM19
•Our last face-to-face week
•Next week:
• Upload final presentation by August 13
• No longer than 12 minutes
• Ask one question on one person’s presentation by August 15
• Be required to answer any questions given
• I will make sure to ask a question on your posts
Notes:
3McClaran, ADV342, SM19
•Report 1 reminder
•Extra points granted
•Quiz 2, question 10
•Quiz 3: 100%
•Quiz 4: question 7
•Extra Credit
Final Presentations
4McClaran, ADV342, SM19
•Introduction + client history (1-2 minutes)
•Research problem (1 minute)
•Research method (1-2 minutes)
•Research results (2 minutes)
•Creative strategy (2 minutes)
5McClaran, ADV342, SM19
• Too much text
• Too much background info
• Reading off paper/slides
• Using data vs. visuals
Common Mistakes
6McClaran, ADV342, SM19
•The ”blueprint” of your entire project
•Communicate
•What to say
•How to say it
Creative Briefs
7McClaran, ADV342, SM19
“… include broad thoughts on how to reach the
target market as well as what message will best
motivate the target market”
- Pg. 172
Creative Briefs
8McClaran, ADV342, SM19
Creative Briefs
•Art = Science?
•Science = Art?
9McClaran, ADV342, SM19
•Executives
•Creative time
•Digital team
•Media team
•PR team
Creative Briefs
10McClaran, ADV342, SM19
1. What is the problem?
• Marketing problem is not the same as a
consumer problem
• What does this mean?
Aspects of a Creative Briefs
11McClaran, ADV342, SM19
2. Whom are we marketing to?
• Who is your target audience?
• Be vivid
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psychographics
Aspects of a Creative Briefs
12McClaran, ADV342, SM19
3. What do they currently think and do?
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research you conducted
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Aspects of a Creative Briefs
13McClaran, ADV342, SM19
4. What do we want them to think and do?
• What are your intended outcomes?
• Sometimes thought of as the “big picture”
Aspects of a Creative Briefs
14McClaran, ADV342, SM19
5. What is the idea that will get them to think
that way?
• Here’s your big idea!
• What’s your strategy?
• What is your key message?
Aspects of a Creative Briefs
15McClaran, ADV342, SM19
6. What are the best ways to connect the
idea to the consumer?
• What channels?
• What messages?
Aspects of a Creative Briefs
16McClaran, ADV342, SM19
7. What tone do we want?
Aspects of a Creative Briefs
17McClaran, ADV342, SM19
6. How will we measure success?
• How will you show your employer that
your campaign worked?
Aspects of a Creative Briefs
18McClaran, ADV342, SM19
7. What are the mandatories and key
milestones?
Aspects of a Creative Briefs
19McClaran, ADV342, SM19
20McClaran, ADV342, SM19
21McClaran, ADV342, SM19
Your turn. Create a creative brief
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Do you want to have a solid action plan for implementing job shadowing through work-based learning explorations into your academy? This session, presented by NAF Work-Based Learning Fellows, will provide your academy with the tools necessary to implement meaningful job shadowing events in the world of work, in which students can get first-hand information and real world job experience. Learn how a strong work-based learning plan can include meaningful activities, lesson plans and development procedures for utilizing your community businesses outside the classroom.
Chris Chan - Lean Discovery
The document discusses the importance of discovery in product development. It notes that discovery involves exploring customer needs, validating solutions, and achieving alignment between business, technology, and user experience teams. The document outlines a 5-step discovery process of framing problems, understanding context, framing solutions, planning work, and committing to success. It provides examples of techniques for each step like personas, story mapping, and product roadmaps. The overall message is that discovery is key to ensuring teams build the right solutions and are prepared to execute effectively.
Lean Discovery - Scrum Australia 2016
“The hardest part of building any software system is determining precisely what to build.” – Fredrick Brooks.
Discovering exactly what customers, stakeholders, and sponsors want to create is often the most difficult part of product development. Getting everyone aligned can be fraught with misunderstanding and misinterpretation. Scrum starts with a product backlog, but how do you know that the development of the product supports the growth of your company?
Getting off on the right foot when starting an agile initiative can set you up for success. This presentation will outline a basic flow of light touch Discovery workshops as a way to start your agile product development engine.
Tutorial 3 - Term 2
This document summarizes a class on using LinkedIn for career development. It discusses the purpose of LinkedIn compared to a resume, keys to LinkedIn success like a headshot and compelling headline, leveraging LinkedIn by connecting with others and managing expectations, and taking action to create or improve your profile. Students are assigned tasks like finalizing their skills matrix and job posting research for the following weeks.
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Findlay Evans Waterproofing with AIW - Article November 2017
Findlay Evans Waterproofing with AIW - Article November 2017MELBOURNE Commercial Waterproofers - Findlay-Evans Waterproofing
Advancing Waterproofing Expertise with AIW
Waterproofing Melbourne and beyond, the Australian Institute of Waterproofing (AIW) is proud to introduce an innovative commercial waterproofing course. Developed in collaboration with the Master Builders Association Vic, this course, led by Andrew Golle, is tailored for project managers overseeing balcony waterproofing, roof waterproofing, and concrete repair. Paul Evans emphasizes the critical nature of these roles in preventing costly post-construction issues. Private sessions for building supervisors are now available, addressing common mistakes due to poor applications and cost-cutting measures.
The course covers essential topics, including product selection, surface preparation, and the importance of basement waterproofing. Paul Evans highlights the recurring problems seen in the industry, where inadequate training and oversight lead to significant issues, from retaining wall waterproofing to lift pit waterproofing.
In response to these challenges, the AIW is developing a "Below Ground Waterproofing Standard" specific to Australia, inspired by UK standards. Paul Evans calls for industry-wide collaboration to ensure the standard encompasses diverse methods and materials, ultimately enhancing the quality and longevity of waterproofing work.
By equipping supervisors and builders with the right knowledge, AIW aims to improve the overall standard of waterproofing practices, reducing the risk of failures and the subsequent mental and financial stress on homeowners. This proactive approach is crucial for the sustainability and reliability of waterproofing in construction projects across Australia.Exceptional Landscape Architecture Services in Melbourne
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Findlay Evans Waterproofing with AIW - Article April 2017
Findlay Evans Waterproofing with AIW - Article April 2017MELBOURNE Commercial Waterproofers - Findlay-Evans Waterproofing
The AIW Delivers on the Importance of Waterproofing
On March 29, 2017, the AIW attended and presented at the ADEB (Architects Designers Engineers Builders) Waterproofing Breakfast Seminar in Sydney. The focus was on addressing commercial waterproofing and residential high-rise waterproofing failures and solutions.
Presentations and Key Points
Paul Evans, AIW President, gave an overview of the AIW's role in raising waterproofing standards in Australia. Robert McDonald, an AIW member, delivered a session on the “Australian Standards in Waterproofing.” These presentations covered:
Common defects in internal and external waterproofing
Priming and substrate moisture content
Inspection and testing of waterproofing
Drainage and waterproofing techniques
Product knowledge and standards compliance, including:
CA 55 - 1970 (Design and Installation of Bituminous Fabric Roofing)
AS 3740 (Waterproofing Wet Areas in Residential Buildings)
AS 4858 - 2004 (Wet Area Membranes)
AS 4654 - 2012 (Waterproofing Membrane)
The AIW remains dedicated to updating, providing current information, and educational resources for all industries involved with waterproofing.
Achieving Uniform Waterproofing Compliance Nationally
Achieving uniform waterproofing compliance across Australia involves collaboration with State and Territory Regulatory Authorities, which play a crucial role. Current licensing requirements are often disjointed, and in many states, not mandatory.
Local authorities and building surveyors request Waterproofing Application Certificates to certify compliance with BCA and Australian Standards. These certificates must be issued by a competent person, whose work falls under the scope of their license or who has formal qualifications to carry out the work. Training and qualifications are regulated under the National Qualifications Framework.Best CRH Sustainability online available
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Findlay Evans Waterproofing with AIW - Article November 2019
Findlay Evans Waterproofing with AIW - Article November 2019MELBOURNE Commercial Waterproofers - Findlay-Evans Waterproofing
Floor Waste Requirements for Bathrooms in Australia
Waterproofing Melbourne and the entire construction industry must stay updated with the latest amendments to the Australian Standard AS3740 and the National Construction Code (NCC). Recent changes emphasize floor waste requirements and fall requirements in bathrooms, which are crucial for maintaining high standards of commercial waterproofing and other waterproofing practices.
Scope
The amendments clarify the waterproofing of wet areas within residential buildings across various states, including New South Wales, Queensland, and Western Australia. The NCC, a performance-based code, includes Volumes 1 and 2 (Building Code of Australia) and Volume 3 (Plumbing Code of Australia).
Legislation Overview
The NCC provides the minimum necessary standards for safety, health, sustainability, and amenity in building and plumbing legislation across Australia. It is divided into performance requirements and allows for compliance through Deemed-to-Satisfy Provisions or alternative solutions.
BCA Volume 1
F1.7 Waterproofing of Wet Areas: Ensures wet areas in buildings are adequately waterproofed to prevent damage and maintain safety.
F1.11 Floor Grading: In Class 2 or 3 buildings or Class 4 parts of a building, bathroom or laundry floors located above a sole occupancy unit or public space must be graded to prevent water spillage.
BCA Volume 2
Performance Requirement P2.4.1: Addresses waterproofing of wet areas in Class 1 and 10 buildings, specifying that these areas must meet specific performance criteria to ensure effective waterproofing.
Floor Waste and Grading Requirements
The NCC Volume 1 and 2, along with the Australian Standard, provide performance requirements for waterproofing elements in wet areas. However, the BCA Volume 2 does not mandate floor waste installation in Class 1 buildings, such as single dwelling houses, except for rooms with wall-hung urinals. The floor in these buildings does not need to be graded to a floor waste gully, even if one is present.
In contrast, Class 2, 3, or 4 buildings with bathrooms or laundries located above other sole occupancy units or public spaces require floor waste installations to prevent water from entering the spaces below. The floors in these areas must be graded to the floor waste.
Importance of Compliance
Compliance with these standards is critical for preventing waterproofing failures, which can lead to significant post-construction issues, including structural damage and health hazards. Ensuring proper waterproofing in areas like basement waterproofing, retaining wall waterproofing, and lift pit waterproofing is essential for the longevity and safety of buildings.
The Role of Training and Education
Paul Evans highlights the importance of ongoing training and education in the waterproofing industry. By staying informed about legislative changes and best practices, professionals can improve the quality of their work and reduce the risk of defects. #1 Call Girls in Islamabad || 03274100048 || Quick Booking at Affordable Price
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How Live-In Care Benefits Chronic Disease Management.pdf
Explore how live-in care can significantly benefit chronic disease management, enhancing the quality of life for those affected and providing peace of mind for their families.
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Findlay Evans Waterproofing with AIW - Article November 2017
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Exceptional Landscape Architecture Services in Melbourne
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Findlay Evans Waterproofing with AIW - Article April 2017
Findlay Evans Waterproofing with AIW - Article November 2019
Findlay Evans Waterproofing with AIW - Article November 2019
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How to Handle Open Web Application Security Project(OWASP) Top Vulnerabilities
How Can I Apply in India (2024) for a US B1/B2 Visa Renewal?
How Can I Apply in India (2024) for a US B1/B2 Visa Renewal?
How Long Does Vinyl Siding Last and What Impacts Its Life Expectancy?
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Slides for You Can’t Teach Nice: Retail Management Strategies for Enhanced Library Customer Service
- 1. Amanda E. Perrine, MLIS
- 2. 2 About Me
- 3. 3 Overview
- 4. 4 The Tale of the Microfiche *In order to protect the guilty, models were used for the following images. “Plats för skanning av microfiche för Genline hos Släktforskarnas hus i Leksand” by Edaen is licensed under cc-by-3.0
- 5. 5
- 6. 6
- 7. 7
- 8. 8
- 9. 9
- 10. 10
- 11. 11
- 12. 12
- 13. 13 Everyone Thinks You’re a Librarian
- 14. 14 Even the Janitor Used with permission, Paige Perfect, 2013
- 15. 15 You Cannot Teach Nice
- 16. 16 The Right Fit
- 17. 17 The First Step
- 18. 18 Customer Service Expectations
- 19. 19 Training CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=56145&picture=male-teacher-cartoon
- 20. 20 Satisfied vs. Highly Satisfied Patrons
- 21. 21 Word of Mouth
- 22. 22 Poor Experiences
- 23. 23 The Customer Journey CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=21318&picture=the-path
- 24. 24 Activity: Patron Journey Draw the typical journey of your patrons
- 25. 25 Learn by Watching
- 26. 26 The Customer Journey: Before
- 27. 27 The Customer Journey: After
- 28. 28 The Moment of Truth
- 29. 29 Activity: Your Patrons Write down 3 regular patron types What are their interests? How are you currently serving them? What could you do to serve them better?
- 30. 30 A Patron Walks into Your Library
- 31. 31 The Confused
- 32. 32 Signage
- 33. 33 Great Signage
- 34. 34 Middle of the Journey
- 35. 35 Time is Relative
- 36. 36 Perception is Reality
- 37. 37 Resetting the Patron’s Internal Clock
- 38. 38 Acknowledge Patrons
- 39. 39 Just Say Yes
- 40. 40
- 41. 41 Employee Empowerment
- 42. 42 Front Liners’ Ideas
- 43. 43 Aces in Their Places
- 44. 44 Magic Apron Training
- 45. 45 Upsell
- 46. 46 Upsell
- 47. 47 End of the Journey
- 48. 48 Learn Patron Names
- 49. 49 Activity: Patron Names Write down the names of 10 regular patrons and their interests
- 50. 50 After the Journey
- 51. 51 Coaching What, Why What You Did Why it Was Good What, What, Why What You Did What You Should Have Done Why You Should Have Done it Differently
- 52. 52 Service Assessment
- 53. 53 Culture of Assessment
- 54. 54 Activity: Next Steps Review your patron journey map What do you want to keep the same? What changes do you want to make? What potential roadblocks may you face when trying to implement these changes?
- 55. 55 Thank you! Questions? Contact Me aeacquar@syr.edu SlideShare: amandaeperrine LinkedIn: amandaeperrine