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ER&L 2013

March 17–20, 2013

Austin, Texas

2013 ER&L Online Program Search Tool

Welcome to the Electronic Resources and Libraries Conference online search tool. Search the speakers, sort by Track, find out which sessions are broadcasting live in the Online confrence... and view the details on the eresources  and digital services sessions at #erl13. 


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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


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.


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.


Dawn McKinnon, MLIS, McGill University Library
Amy Buckland, McGill University Library