This presentation was developed for the San Felipe-Del Rio Consolidated Independent School District secretary and front office training held on August 9, 2010
This presentation was developed for the San Felipe-Del Rio Consolidated Independent School District secretary and front office training held on August 9, 2010
We are living in the era of buyers market. we Know customer is God. Then we should clearly know how to treat a customer or how to delight a customer. Here Green wind solutions Training professionals introduce the updated training module in Customer Service. We are happy to know your feedback.Green wind is offering a wide range of services and solutions which are powered with the latest technologies by specialized professionals. Green wind Solutions is a private limited company incorporated under the company Act in the cultural city of Kerala, Thrissur.We have lasting solutions in Corporate consultancy Finance Human Resource Marketing Brand Building Training and Development Social Media Marketing Creative agency Advertisement Counseling programs.
Networking means attending the right events, walking up to people and talking to them, keeping in touch, helping people etc.
For more such innovative content on management studies, join WeSchool PGDM-DLP Program: http://bit.ly/DistanceLearningSldShr
Join us on Facebook: http://www.facebook.com/welearnindia
Follow us on Twitter: https://twitter.com/WeLearnIndia
Read our latest blog at: http://welearnindia.wordpress.com
Subscribe to our Slideshare Channel: http://www.slideshare.net/welingkarDLP
This is a basic presentation to give awareness that how communication channel works and how can you communicate more effective by deal with direct customer.
Are you thinking of starting your own business? Do you have an idea that you want to turn into a reality? Do you want to be your own boss?
If so, then the Business Start Up Boot Camp is for you! It will cover the initial building blocks of setting up a successful business and will provide support, advice, resources, guidance and mentoring to help you create a commercially viable venture.
Entrepreneurship Skills - Dating Skills For Engineers (2015 version)iain.verigin
I begin with "What Does A Project Look and Feel LIke?"
Then I focus on four fundamental personal skills of entrepreneurship – Communicating (Heath Brothers), Listening (Marshal Goldsmith), Helping (Edgar Schein), and Don’t Be An Asshole (Robert Sutton). I also add in the Growth Mindset (Carol Dweck) as part of Don’t Be An Asshole.
I used to call this talk “Entrepreneurship Fundamental Skills” and the nickname that emerged was “Dating Skills For Engineers”.
More engaged employees create a sustainable culture that is built for innovation and change. When you show you’re listening, understanding their issue, and working to help, they’ll give you their best work. In this webinar, we’ll dive deep into four key areas to make this happen for your teams.
This is a PowerPoint presentation I had to create for my Customer Relations class. A 50 minute presentation about an important aspect of customer service. Before this project, I had never created a PowerPoint before.
What is Customer Services
Communicate effectively with customer/staff
Developing and maintaining customer service standards through communication
Planning good customer service
Agile Tour Toronto 2013 - Communication Styles - Employing and Enjoying our Differences - presentation by Sue Johnston - Everyone is different, that's true, but we're different in some predictable ways. Knowing your communication style and that of others helps you interact more effectively and improve your relationships at work and in life.
How people listen - John Chrastka - LACONI 2018 trustee dinner EveryLibrary
Presented at the 2018 LACONI Trustee Dinner, this talk by John Chrastka, executive director of EveryLibrary, discusses ways to reframe communications and outreach to voter, donors, and constituents about libraries and librarians.
We are living in the era of buyers market. we Know customer is God. Then we should clearly know how to treat a customer or how to delight a customer. Here Green wind solutions Training professionals introduce the updated training module in Customer Service. We are happy to know your feedback.Green wind is offering a wide range of services and solutions which are powered with the latest technologies by specialized professionals. Green wind Solutions is a private limited company incorporated under the company Act in the cultural city of Kerala, Thrissur.We have lasting solutions in Corporate consultancy Finance Human Resource Marketing Brand Building Training and Development Social Media Marketing Creative agency Advertisement Counseling programs.
Networking means attending the right events, walking up to people and talking to them, keeping in touch, helping people etc.
For more such innovative content on management studies, join WeSchool PGDM-DLP Program: http://bit.ly/DistanceLearningSldShr
Join us on Facebook: http://www.facebook.com/welearnindia
Follow us on Twitter: https://twitter.com/WeLearnIndia
Read our latest blog at: http://welearnindia.wordpress.com
Subscribe to our Slideshare Channel: http://www.slideshare.net/welingkarDLP
This is a basic presentation to give awareness that how communication channel works and how can you communicate more effective by deal with direct customer.
Are you thinking of starting your own business? Do you have an idea that you want to turn into a reality? Do you want to be your own boss?
If so, then the Business Start Up Boot Camp is for you! It will cover the initial building blocks of setting up a successful business and will provide support, advice, resources, guidance and mentoring to help you create a commercially viable venture.
Entrepreneurship Skills - Dating Skills For Engineers (2015 version)iain.verigin
I begin with "What Does A Project Look and Feel LIke?"
Then I focus on four fundamental personal skills of entrepreneurship – Communicating (Heath Brothers), Listening (Marshal Goldsmith), Helping (Edgar Schein), and Don’t Be An Asshole (Robert Sutton). I also add in the Growth Mindset (Carol Dweck) as part of Don’t Be An Asshole.
I used to call this talk “Entrepreneurship Fundamental Skills” and the nickname that emerged was “Dating Skills For Engineers”.
More engaged employees create a sustainable culture that is built for innovation and change. When you show you’re listening, understanding their issue, and working to help, they’ll give you their best work. In this webinar, we’ll dive deep into four key areas to make this happen for your teams.
This is a PowerPoint presentation I had to create for my Customer Relations class. A 50 minute presentation about an important aspect of customer service. Before this project, I had never created a PowerPoint before.
What is Customer Services
Communicate effectively with customer/staff
Developing and maintaining customer service standards through communication
Planning good customer service
Agile Tour Toronto 2013 - Communication Styles - Employing and Enjoying our Differences - presentation by Sue Johnston - Everyone is different, that's true, but we're different in some predictable ways. Knowing your communication style and that of others helps you interact more effectively and improve your relationships at work and in life.
How people listen - John Chrastka - LACONI 2018 trustee dinner EveryLibrary
Presented at the 2018 LACONI Trustee Dinner, this talk by John Chrastka, executive director of EveryLibrary, discusses ways to reframe communications and outreach to voter, donors, and constituents about libraries and librarians.
Great Fundraising Events Can Fully Load the Major Gift FunnelBloomerang
https://bloomerang.co/resources/speaking/
Fundraising events have become an increasingly important and ubiquitous tool for nonprofit organizations.
But what is it that ultimately makes an event “successful?” and how can events provide new and potentially exciting forms of value for participants?
This session will dive into new Bloomerang-funded research from the Rogare Fundraising Think Tank at Plymouth University, which outlines for the first time what overarching factors may have a part to play in distinguishing genuinely outstanding fundraising events from merely ‘average’ ones.
Learning Outcomes:
Discover how your own efforts compare with an international focus group
Learn the critical success factors that lead to event success
Uncover key recommendations for creating memorable experiences
Make fans & influence people using Facebook & other social media (NTRLS TechN...Arlington Public Library
Libraries exist to connect with people and help them to connect with their world. Social media gives us new tools to help carry out that mission by allowing us to be more engaging, conversational and playful. Arlington Public Library staff wants people to see the library subconsciously as their trusted smart friend who steers them toward ideas and resources which they might not encounter on their own. Learn how to broaden your patron base and deepen connections by putting a human face on your institution.
Objectives: Recognize ways social media can help promote library services; Identify tools for library fans which can multiply a library’s message; Examine social media's promise for delivering personalized customer service; Acquire practical tips and tricks for connecting with library fans and for handling administrative tasks.
Designing the Fundable Strategic Plan - ARSL2018 - EverLibrary - 14 sept 2018EveryLibrary
Designing a “Fundable” Strategic Plan by John Chrastka
It’s often difficult to motivate voters or elected officials to say yes to new funding. A “fundable strategic plan” explains not only where the money is going but also who is spending it. Funders and supporters need to also know how outcomes will be enhanced through new features at the library, and diminished across the community if it is not funded. EveryLibrary’s executive director John Chrastka will share actionable insights from nearly 100 library funding campaigns about inclusive planning, and uncover what data drives successful plans.
Accepted and to be presented - https://arsl.info/2018-conference-sessions/
Reference Is Dead! Long Live Reference! The Future of Reference ServicesDon Boozer
Has Google made reference librarians obsolete? Is a golden age of librarianship being ushered in? Technology has had a democratizing effect on the availability of information, but what does this mean for reference services? The future of reference services has yet to be written, and there are both challenges as well as opportunities ahead. A panel of experts will confront these questions from a variety of perspectives including public and academic, front-line and administrative, and adult and young adult. Come and join this timely and thought-provoking discussion. - Presented at the Ohio Library Council Convention & Expo 2014
You\'ve Got the Power is a very popular session delivered to frontline staff in schools and offices. It helps staff understand the key role they play in building and breaking school/district reputation and delivers five "power tools" to help them maximize their reputation-building influence.
Presented at the Louisiana Library Association 2023 Conference:
Advocacy and Activism are interrelated but are not the same. In other to succeed in either an advocacy effort or an activism campaign, it is critically important for library leaders to understand the differences in the techniques they should use and the messages they should share. EveryLibrary executive director John Chrastka will focus on new modes of advocacy and activism rooted in EveryLibrary's political action for libraries. From building coalitions to activating allies, attendees will come away with practical and actionable insights to help you in either type of effort.
Workshop presented November 12, 2013 in Waterloo, Iowa. Setting objectives for collection age, size, and annual additions. How these factors are related, so that changing any one of them changes both the others.
Workshop presented October 29, 2013 in Waterloo, Iowa. Strategic public library selection, with a focus on refreshing the existing collection, streaming mainstream titles, and making careful decisions to concentrate the collection toward reader needs and demand. Fifth session in the Designing Collection Experiences series: http://bitly.com/18g71kR.
Workshop presented October 22, 2013 in Waterloo, Iowa. The topic was public library concentration: the strategic practice of aligning a library collection with the interests and needs of readers and the community, so that the collection is strongest in those areas that are of most value to its stakeholders. Fourth session in the Designing Collection Experiences series http://bitly.com/18g71kR.
Explores the public library collection as a discovery tool. Browsing as a primary human search practice; weeding; other collection maintenance and merchandising techniques that improve the reader's experience while in the library and at the shelf.
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
Francesca Gottschalk - How can education support child empowerment.pptxEduSkills OECD
Francesca Gottschalk from the OECD’s Centre for Educational Research and Innovation presents at the Ask an Expert Webinar: How can education support child empowerment?
Honest Reviews of Tim Han LMA Course Program.pptxtimhan337
Personal development courses are widely available today, with each one promising life-changing outcomes. Tim Han’s Life Mastery Achievers (LMA) Course has drawn a lot of interest. In addition to offering my frank assessment of Success Insider’s LMA Course, this piece examines the course’s effects via a variety of Tim Han LMA course reviews and Success Insider comments.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
4. What are some of the issues in thinking of Circ
& Reference as “the public library system”?
•
•
•
•
•
•
•
•
Statement doesn’t cover that the
library is the heart of the
community
Leaves out the patron completely
We’re not separate; we’re
intertwined
Implies that everything happens at
the library
Implies that all we do is check out
books and answer reference
questions
Tasks are not that narrowly defined
Doesn’t mention other programs
that are offered
Doesn’t mention community
services
•
•
•
•
•
•
•
don’t find items; we facilitate finding
items
Missing the story; an interaction
between the library staff/each
other/the public/give them an
experience
Items have to be bought, paid for, and
processed before they can be checked
out
Implies that reference people are
professional, circ “staff” are flunkies
Other staff and functioned not
mentioned; check out not confined to
circ
All departments are not equal in
budgets or staffing
Leaves out people who just come and
don’t check anything out
5. “Reference” includes reader’s assistance.
"A reference transaction is an information contact that involves the knowledge,
use, recommendation, interpretation, or instruction in the use of one or more
information sources by a member of the library staff. Information sources
include printed and non-printed materials, Internet, FirstSearch, or EBSCOhost,
machine-readable databases, catalogs, and other records. Also, count referrals
to other libraries, institutions, and persons both inside and outside the library.
The request may come in person, by phone, fax, mail, electronic mail, or
through live or networked electronic reference service from an adult, young
adult, or child. "
"Do not count directional transactions or questions of rules or policies.
Examples of directional transactions are "Where are the children's books?"
and "I'm looking for a book with call number 612.3." An example of a question
of rules or policies is 'Are you open until 9:00 tonight?'“
~Scott Dermont, quoting the rules on IOWALIB, Oct 4, 2013
6. Who does the most work in the
Public Library System?
Transactions
Visits per contact
Checkouts per contact
Internet sessions per contact
Iowa
11
17
2
Council Bluffs
10
18
2
"Contact": reference or reader's assistance transaction
From annual data for Fiscal Year 2011-2012
7. For FY 2012 In Iowa,
the ratio of reference
transactions to library
visits was 1:11.
Why might the reality
be even higher?
9. How do we communicate
with the hidden 90%?
Kathy Sierra. "Presentation Skills Considered
Harmful." Serious Pony (October 4, 2013):
[blog]; available at
http://seriouspony.com/blog/201310/4/presentation-skills-considered-harmful.
10. “And if they’re my users, then this presentation is a user experience.
And if it's a user experience, then what am I?
Ah... now we’re at the place where stage fright starts to dissolve.
Because if the presentation is a user experience, than I am just a UI [User Interface].
That’s it.
I am a UI.
Nothing more.
And what’s a key attribute of a good UI?
It disappears.
It does not draw attention to itself.
It enables the user experience, but is not itself the experience.
And the moment I remember this is the moment I exhale and my pulse slows.
Because I am not important. What is important is the experience they have. My job
is to provide a context in which something happens for them.”
Kathy Sierra, "Presentation Skills Considered Harmful."
11.
12. Felicia A. Smith. "Helicopter Librarian: Expect
the Unexpected | Backtalk." Library Journal
Web site (August 28, 2012).
13. Building relationships with students is a
crucial component of Helicopter Librarian
instruction sessions. I make a strong first
impression dressed either in a complete
pirate costume or as a Wonder Woman
avatar in Second Life. But even when I am
not in disguise, students are extremely
comfortable approaching me because they
just sense that I am no ordinary librarian.
15. • Staff aren’t the problem
• Treat your customers as part of your
staff
• Design systems so that heroes aren’t
required
Frances Frei and Anne Morriss. Uncommon
Service: How to Win by Putting Customers at
the Core of Your Business. Boston: Harvard
Business Review Press, 2012.
16. “Eliminate slogans,
exhortations, and targets
for the work force asking
for zero defects and new
levels of productivity. Such
exhortations only create
adversarial relationships, as
the bulk of the causes of
low quality and low
productivity belong to the
system and thus lie beyond
the power of the work
force.” (p.24)
17. “All the women are strong, all the
men are good looking, and all the
children are above average."
19. “There's a simple and compelling economic
argument in favor of design over training:
design is a one-time investment; training is an
ongoing investment over the life the product.”
Gene Smith. "Training vs. Design." nForm. (April 10, 2013):
http://nform.com/blog/2013-04/training-vs-design.
27. Creating Great Visitor Experiences
1.
2.
3.
4.
5.
6.
7.
8.
Invitation
Welcome
Orientation
Comfort
Communication
Sensation
Common Sense
Finale
28. Service Rules that Don’t Suck
Practices
• Free, good coffee
• Service without asking –
expired reservation
• Home depot: Taking you to
the shelf
• Target: just to be there
• Creating repeat customers:
gluten free at restaurant
• Getting away from the desk
Policies
• Perks & reward cards
• Recognizing repeat
customers (personal)
• Service desks without
phones
• Empowering employees to
correct customer service
issues
• Taking expired coupons
• Exceptions to the rules
29. Who do you want your readers
to become?
The value of transformation
35. Yotam Ottolenghi and Sami
Tamimi explore the vibrant
cuisine of their home city—with
its diverse Muslim, Jewish, and
Christian communities. Both men
were born in Jerusalem in the
same year—Tamimi on the Arab
east side and Ottolenghi in the
Jewish west. This stunning
cookbook offers 120 recipes from
their unique cross-cultural
perspective, from inventive
vegetable dishes to sweet, rich
desserts. Ottolenghi and Tamimi
have collaborated to produce
their most personal cookbook yet.
45. What is the “Ask” in these
Service Responses?
• Connect to the online world
• Satisfy curiosity
• Know how to find, evaluate, and use
information
• Create young readers
• Build successful enterprises
46. Connect to the Online World
Residents will have high-speed access to the
digital world with no unnecessary restrictions or
fees to ensure that everyone can take advantage
of the ever-growing resources and services
available through the Internet.
47. Connect to the Online World
• Leveling the playing field for those who don’t
have internet; look outside of themselves and be
aware of the world; globally aware.
• So they can become gainfully employed.
• Find answers instantly.
• Self-sufficient, competitive, and informed and
productive citizens.
• Able to function in our changing world.
• Information 24/7.
48. Satisfy Curiosity
Residents will have the resources they need to
explore topics of personal interest and continue
to learn throughout their lives.
49. • Enrichment to their lives; asking them to
continue learning throughout their lives; develop
their individuality – not just a product.
• So they won’t be bored or boring.
• Explorers.
• Problem-solvers. Getting beyond the commodity
level.
• Self-motivated.
• Allowing them to learn at their own rate of
understanding.
50. Know How to Find, Evaluate and
Use Information
Residents will know when they need
information to resolve an issue or answer a
question and will have the skills to search for,
locate, evaluate, and effectively use information
to meet their needs.
51. Know How to Find, Evaluate and
Use Information
• Create repeat customers; know that the library will
help them. Informed individuals; critically analyze,
think for themselves.
• So they can make informed decisions.
• Part of life-long learning; take what they want to do
and go on with it.
• So they won’t be duped and misinformed; helps
bullshit detectors; build their personal narratives.
• Being able to experience the joy of discovery.
• Realize their potential as an individual; helps them
redefine their lives.
52. Create Young Readers
Preschool children will have programs and
services designed to ensure that they will enter
school ready to learn to read, write, and listen.
53. Create Young Readers
• Have to learn the basics; have social skills; find the joy in
learning, reading, discovery. Asking them to start on the
path toward maturity, encouraging them to learn about the
world they live in. Asking them to love books/reading.
• Literacy-based programming, help fill the gap for the haves
& have-nots.
• Enjoy the experience of reading; successful in future
endeavors.
• Be curious so they can be successful in school.
• Ready to learn; our future depends upon it.
• Meet challenges; develop confidence. Asking them to think.
54. Build Successful Enterprises
Business owners and non-profit organization
directors and their managers will have the tools
they need to develop and maintain strong,
viable organizations.
55. Build Successful Enterprises
• Benefits community, encouraging growth on individual
and collective levels. Encourages people to follow their
passions and meet community needs.
• Builds stronger community.
• Start; improve; change to be a successful business.
• Individuals benefit from a strong community;
communities benefit from strong individuals.
Empowering individuals. Builds rapport/buy in
between business community and library.
• Collaborate and share resources; people as resources.
• Improves the city image. Attracting businesses and
young people; and not be boring.
60. “Become aware that we have to make
over 10,000 decisions a day.”
We decide how to frame our attention,
and thus what we pay attention to.
61. Eyes Wide Open
• Where possible, don’t make big decisions way before you
actually need to.
• Where you have the ability to “dress the environment,”
create as blank a backdrop as you can.
• Get second and third opinions, at least.
• Push yourself to tap into the lay experts in your immediate
environment who you are not sufficiently valuing.
• Start thinking about how you might use listening-in
techniques.
• Online, beware sock puppets.
• Whenever you’re given data to consider, think about what
you might not be being shown, and why.
• If you know you’re stressed, watch out that you’re not
falling back on innate and probably unconscious
stereotypes and prejudices.
71. • Eliminate dumb contacts
• Create engaging self
service
• Be proactive
• Make yourself easy to
contact
• Own your actions across
the library
• Listen and act
• Deliver great “customer”
service experiences
85. "When the Master governs, the people are hardly aware
that he exists. Next best is a leader who is loved. Next,
one who is feared. The worst is one who is despised.
If you don't trust the people, you make them
untrustworthy. The Master doesn't talk, he acts. When
his work is done, the people say, Amazing: we did it, all
by ourselves!"
Lao Tzu, Tao Te Ching, Chapter 17, trans. Stephen
Mitchell
Editor's Notes
I came across this on Pinterest. It’s fun, but I eventually decided that it misses the mark.Exercise (leave statement on the page): what are some of the issues in thinking of circ and reference as the public library system?There are more departments besides Circ and Reference: Cataloging, IT, Children’s Reference librarians don’t find most of the items. Self-service is a big part of the library system. The legal system, or at least “Law & Order,” deals with exceptions (offences and offenders), not our everyday lives. So does Reference. But Circ people are part of our everyday library experience.
There are more departments besides Circ and Reference: Cataloging, IT, Children’s Reference librarians don’t find most of the items. Self-service is a big part of the library system. The legal system, or at least “Law & Order,” deals with exceptions (offences and offenders), not our everyday lives. So does Reference. But Circ people are part of our everyday library experience.
Iowa (in millions)Circ 29.4Visits 19.7Contacts 1.7Burlington (in thousands)Circ 526 (36% self-checkout)Visits 258Contacts 21Most of the work that gets done in the Public Library System is done by Readers.
Before showing this slide, ask participants to estimate what percentage of their reader’s assistance/reference transactions are by phone or digital (email, web, etc.)Wikimedia commons: File:Iceberg.jpgcom/iceberg/ | Date 2005-07-03 | Author Created by UweKils (iceberg) and User:WiskaBodo (sky). | Permission | other_versions ...(573 × 833 (87 KB)) - 09:02, 24 August 2011
How we traditionally are told about customer service.What we may want to throw under the busAnother Pinterest find:Not your grandmother’s customer service workshopBell System 1940s telephone etiquette booklet
What we remember is our experience with readers who interact with us, not those who don’t.We worry to much about our own “presentation skills” in interacting with the reader, rather than thinking of ourselves as invisible interfaces.
Frances Frei and Anne Morriss Emphasize that staff aren’t the problem Design systems so that heroes aren’t required – great customer service can be provided as a matter of course Difficult to find and pay staff who have both technical and people skills
Catch phrase from Garrison Keillor’s monologues.Lake Wobegon effect: Lake Wobegon is a fictional Minnesota town, the subject of humorist Garrison Keillor’s weekly radio monologue News from Lake Wobegon. From Wikipedia: “Lake Wobegon is characterized as the town where "all the women are strong, all the men are good looking, and all the children are above average." The Lake Wobegon effect, a natural human tendency to overestimate one's capabilities, is named after the town.” (http://en.wikipedia.org/wiki/Lake_Wobegon)
μ = Mu = Meanσ = Sigma = standard deviationSix sigma = ± six standard deviations from the mean within limitsNormal distribution: “A normal distribution is a very important statistical data distribution pattern occurring in many natural phenomena, such as height, blood pressure, lengths of objects produced by machines, etc. Certain data, when graphed as a histogram (data on the horizontal axis, amount of data on the vertical axis), creates a bell-shaped curve known as a normal curve, or normal distribution. Normal distributions are symmetrical with a single central peak at the mean (average) of the data [Mu, µ]. The shape of the curve is described as bell-shaped with the graph falling off evenly on either side of the mean. Fifty percent of the distribution lies to the left of the mean and fifty percent lies to the right of the mean. The spread of a normal distribution is controlled by the standard deviation [Sigma, σ]. The smaller the standard deviation, the more concentrated the data.” (Oswego City School District Regents Exam Prep Center, http://www.regentsprep.org/Regents/math/algtrig/ATS2/NormalLesson.htm)
So what do we do to provide uncommon service?
Weaver, Creating Great Visitor Experiences
Positive! Not negativeExample: Getting a call about Jerrie’s lost phone
Quote: From Awareness to Funding
Published online February 14, 2012Percentage of respondents listing each subject among top five circulatorshttp://lj.libraryjournal.com/2012/02/library-services/book-buying-survey-2012-book-circ-takes-a-hit/SURVEYMETHODThe survey and invite for LJ’s 2012 budget and circulation study was distributed to a representative sample of 1,850 U.S. public library directors on October 27, 2011. The survey was hosted and completed online. The field closed on December 1, 2011 with 388 libraries responding. Tabulation was conducted in-house by Library Journal Research.The data was weighted by population served to even out fluctuations in respondent sample sizes and better reflect the public library universe. Weighted averages are used for total sample results only. Data appearing for specific population groups remains unweighted.
Crowdsourcing a cemetery index
Frances Frei and Anne Morriss Emphasize that staff aren’t the problem Design systems so that heroes aren’t required – great customer service can be provided as a matter of course Difficult to find and pay staff who have both technical and people skills
Be on constant lookout for duck soup.
One: Random fluctuation in the quantum multiverse
Plan – Do – Check – Act
Big business oriented – customer service as a separate department, but still has many insightsDumb contacts:
Consider the checkout slip – physical evidence
We need to stay out of the way of the conversation the reader is having with the implied librarian.