FYI

---------- Forwarded message ----------
Date: Fri, 18 Sep 1998 10:05:49 +0000
From: "Maureen Kimball ([log in to unmask])" <[log in to unmask]>
To: [log in to unmask]
Subject: LAMA Institute-Customer Service Excellence-12/04

I would really appreciate your posting this announcement on your
organization's listserv (or any other listserv that you feel would be
appropriate). Thanks, Maureen
------------------------------------------------------------------------
"Customer Service Excellence," the Library Administration and
Management Association (LAMA) 1998 Institute of the Year, will be
presented on Friday, December 4, 1998, in Philadelphia, PA, cosponsored
by PALINET.  The deadline for registration is November 20.

The full-day workshop will address broad concepts of customer service
philosophy, the attributes of library customers and the application of
marketing principles to customer service in an information service
environment.  Attendees will learn strategies for maximizing customer
service through the use of teams, problem solving techniques, and
enhanced internal and external communication.  Implications for
organizational structures and services in an increasingly technological
environment will be explored.

The workshop will feature a combination of lecture and both general and
group discussion.  Participants working in small groups will have the
opportunity to reinforce workshop concepts by developing a library
scenario including mission statements, goals and objectives, marketing
strategies and services.

Dr. Darlene E. Weingand, Professor and Director of the University of
Wisconsin-Madison School of Library and Information Studies Continuing
Education Services, developed "Customer Service Excellence" for LAMA
and will serve as the workshop leader.  Weingand has been responsible
for the development and administration of professional continuing
education for state, regional and national audiences in all types and sizes
of libraries since 1981.  She was previously Community Librarian and
branch head for the Minneapolis Public Library and Information Center and
also has experience working in academic libraries, K-12 schools, and the
private sector.  Weingand consults, lectures and trains both nationally
and internationally in areas of continuing education, management,
marketing, customer service, library futures, telecommunications and
media.  She is the author of more than a dozen books, including her
recent _Customer Service Excellence: A Concise Guide for Librarians_.
Weingand holds a Master's degree in Library Science from Rosary
College and a Ph.D. from the University of Minnesota.

Registration fees are $125 for LAMA and PALINET members and $175 for
non-members.  Registrants will have the option to order "Customer
Service Excellence: A Concise Guide for Librarians" at a 20% discount.

To register, contact: Beatrice Calvin, LAMA/ALA, 50 E. Huron, Chicago, IL
60611.  Telephone:(800) 545-2433 ext. 5036.  Fax: (312) 280-5033.
E-mail: [log in to unmask]

For more information about the institute, visit LAMA's web site at:
http://www.ala.org/lama/event/institutes/customer/customer.html.  To
schedule a presentation of the Institute of the Year, contact Elizabeth
Dreazen, LAMA Deputy Executive Director, 50 E. Huron, Chicago, Illinois
60611.  Telephone: (800)545-2433, ext. 5030.  E-mail: [log in to unmask]

LAMA Institutes of the Year are regional institutes designed to explore
broad issues of current importance to librarianship.  The Institutes are
developed by the LAMA Special Conferences and Programs Committee in
conjunction with designated presenters.

LAMA is a division of the American Library Association.

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