T09: Inspire Wonder! Fostering a can-do culture, customer-centric systems, and barrier-free design
Session Description
Generously sponsored by: Vancouver Island Regional Library
Visitors to the Whistler Public Library are surprised and delighted by our radical approach to customer service, from allowing food and beverages to not charging late fines. From the front desks to the back of the house, all of our decisions are grounded in elevating our patrons' experience. Hear our story, borrow our framework and our tools, and experience the lasting rewards of delivering proactive, excellent service.
Speakers
Chelsea Jordan-Makely, Whistler Public Library
Biography
Chelsea Jordan-Makely has worked in public, academic, and special libraries in the U.S., Canada, and Africa, teaching technology to the public and to library staff. With a background in library research and customer service, she enjoys learning about and applying the principles of leadership, advocacy, and project management. Chelsea is the Technology and Support Services Librarian at the Whistler Public Library.
Elizabeth Tracy
Biography
Elizabeth is the Director at the Whistler Public Library. She spent eight years at the Wilkinson Public Library in Telluride, Colorado. Her experience in libraries has taken her from special to public libraries. Living in places where she can play outside and give back to her community is the ultimate recipe for happiness. Whether in work or play she is a firm believer in the power of doing something scary every day.
Kaley O'Brien, Whistler Public Library
Biography
Kaley O’Brien has been the Youth Services Librarian at the Whistler Public Library for the past year. She has previously worked in academic and special libraries, but found a creative space to explore her bookish passions in providing library services to children and teens. She enjoys learning or making something new every day and is rarely found without a book in her hand or a podcast in her ears. A good day at work for her always includes working with her team to find new ways to inspire and support the patrons they serve.
Nadine White, Whistler Public Library
Biography
Nadine has been the Public Services Librarian at the Whistler Public Library since 2006. She is passionate about providing barrier-free service and in 2012 was responsible for implementing a single-point of service model at the library. Nadine is currently working to abolish the Dewey Decimal System.