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Haaga-Helian
Case:    kirjasto
Asiakaspalvelusta
Asiakaspalvelu




Opiskelijat ja opettajat
asiakkaina eroavat
jonkun verran yleisen
kirjaston sekalaisesta
asiakaskunnasta
Asiakaspalvelu


        Kliketi
                                  Kliketi
        Klik
                    Klik
                           Klik
          Kliketi
                      Kliketi




Monet ovat oman alansa
  ehdottomia taitajia
Asiakaspalvelu
                  Mikä ihme
                 asiasana...?




Toisaalta kirjaston
käyttö ei välttämättä
suju ilman apua.
Asiakaspalvelu



Kirjaston osaava henkilökunta
on tietokantojen
asiantuntija, ja auttaa
selviytymään kiperimmästäkin
tilanteesta!
Asiakaspalvelu


Näihin tietokantoihin Amk-kirjaston
 työntekijän kannattaa tutustua:
Asiakaspalvelu



Tärkeä juttu kaikissa kirjastoissa on kommunikaatio:
                 mikään ei toimi ilman sitä!

                                                  Mä kerron sulle, ihan
                                               varmana palautin sen kirjan
                                                    jo viime viikolla!




   Nii varmaa…
Asiakaspalvelu

         ¡Gracias



            Nou hätä…




  On tärkeää, että asiakas ja
  kirjaston työntekijä puhuvat
samaa kieltä, ihan kirjaimellisesti
Kokoelmatyöstä
Kokoelmatyö




Oppilaitoskirjaston tehtävänä on
tukea asiakkaidensa tiedonhankintaa
ja -saantia. Tämä edellyttää tuoreinta
mahdollista tietoa.
Kokoelmatyö

Eli kun uutta lihaa laitetaan pöytään…
Kokokelmatyö




 Ei tää oo vasta
  ku kymmene
vuotta vanhaa...
 Kiva homeinen
   sivumaku.




           …vanhentunut aines heitetään pois.
           Raaka peli.
Tiedottaminen ja
    opastus
Tiedotus ja
                                                           opastaminen


Jotta kirjaston kattavat kokoelmat ja
mielenkiintoiset tapahtumat huomataan




                                        Missä kaikki on?
Tiedotus ja
                                                         opastaminen




Täytyy pitää vähän meteliä, eli tiedottaa!




                                             Hei tyyppi, kirjastoon
                                             on tullu joku puhuja
                                              kertoo jotain juttui!



              Hmh?
Tiedotus ja
                                                               opastaminen



   Suullinen
tiedottaminen                                       Sähköpostit




     Mitä useampaa tiedotuskanavaa
           käyttää, sitä parempi.
                (Muista myös käyttää useampia kieliä)




  Paperitiedotteet                           Muut sähköiset
                                               kanavat

                                          SoMe             Kotisivut
Tiedotus ja
                                                             opastaminen




On myös tärkeää opettaa asiakkaita käyttämään kaikkia hienoja
aineistoja ja tietokantoja, joita kirjastoon on heitä varten hankittu




           Voi kun joku vois
            vähän valaista
               asioita...




                               Asiakasta voi opastaa joko työn
                               ohessa, tai järjestää hänelle oman ajan.
Asiakaspalvelu    Kokokelmatyö   Tiedotus ja opastus




                     Vielä
                 kertauksena
Kiitos esityksen
seuraamisesta!

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Pikaopas amk-kirjastoon

Editor's Notes

  1. Ja tietysti asiakkaat usein tiedottaa myös toisilleen…