ER&L 2013

March 17–20, 2013

Austin, Texas

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2013 ER&L Online Program Search Tool

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Internal and external clients: Why do we treat one better than the other?

Monday, March 18, 2013 at 4:00 PM–4:45 PM CDT

Amphitheater 204

2013 Conference Track

Workflow & Organizations

Keywords

public service, organizational culture

Learning Objectives

1. Evaluate the internal/external customer service climate in their organization.

2. Learn tips and tricks for changing the culture to be more effective with customer service.

Abstract

Librarians at McGill University are trying to change a culture so that front-line colleagues can receive friendly help and timely guidance from behind-the-scenes librarians and staff. Learn when geekspeak is appropriate and when it’s not, so we can communicate effectively with people of all levels of knowledge and experience.