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Sharla Lair

Educating a Better Customer | trainingmag.com - 1 views

www.trainingmag.com/...educating-better-customer

Professional Development customer service education

shared by Sharla Lair on 12 Jul 12 - No Cached
  • Sharla Lair on 12 Jul 12
     
    This article seems very common sensical, but it still has wise advice about how to deal with customers. I really like the idea of training your customers to BE better customers.
Jennifer Parsons

Stepping Out of the Library | Walking Paper - 0 views

www.walkingpaper.org/5757

library Professional Development customer service user experience evaluation

shared by Jennifer Parsons on 10 Jan 13 - No Cached
  • Jennifer Parsons on 10 Jan 13
     
    Aaron Schmidt recommends occasionally taking a break from "deep thinking about your library" and go on a Service Safari to other places that offer customer service. He recommends a series of questions to ask yourself about your experience as a customer. This in turn can help libraries with evaluating their own services. Other techniques for customer service self-evaluation in this article include: Make a Map: Block out paths created by library users to your services. Think Like a Child (a.k.a."5 Whys"): Figuring out root causes of problems by taking a single statement of a problem and asking "why" five times; an example is given.
anonymous

PostBooks ERP, accounting, CRM by xTuple | Free Business & Enterprise software download... - 1 views

sourceforge.net/...postbooks

shared by anonymous on 18 Mar 13 - No Cached
  • anonymous on 18 Mar 13
     
    Features Full accounting (general ledger, accounts payable and receivable, bank reconciliation) Fully integrated CRM (incidents, to-do list, address book, opportunities, projects, vendors) Superior inventory control for manufacturers, distributors, professional services Rich API built with PostgreSQL database views, encapsulates all business logic and data integrity Fully integrated OpenRPT report writer to customize reports, Qt Designer to customize screens
  • Maegan Bragg on 25 Mar 13
     
    Neat!
Scott Peterson

Your Ebook is reading you - 0 views

online.wsj.com/...4870304577490950051438304.html

Professional Development

shared by Scott Peterson on 05 Jul 12 - No Cached
  • Scott Peterson on 05 Jul 12
     
    On the one hand this is nothing new, several entertainment industries are using deep analytics to see how customers use their products. However, many Ebook readers may not be aware that how long they take to read a book or what they read is being tracked. Customers may avoid books on controversial or personal subjects out of privacy concerns, and publishing may being taking a by-the-numbers approach where they depend more on analytics than market experience and become less willing to try new ideas and authors.
anonymous

Customer Feedback for MOBIUS - 2 views

mobius.uservoice.com/...213105-general

technology software ticketing issue tracking

shared by anonymous on 02 Jul 13 - No Cached
  • anonymous on 02 Jul 13
     
    I've got a free account on here. I'm looking at the various features and possible integrations with other things we use. I think we could really improve the customer experience and get better information about our tickets and have better performance metrics than we are getting out of RT.
Jennifer Parsons

Top EU court upholds right to resell downloaded software | Ars Technica - 2 views

arstechnica.com/...-to-resell-downloaded-software

downloaded software resell first_sale copyright

shared by Jennifer Parsons on 06 Jul 12 - No Cached
  • The European Court of Justice has ruled that customers have a right to resell software they purchase regardless of whether the software was originally distributed on a physical medium or downloaded over the Internet.
  • But the court did place some important limits on customers' rights to resell used software licenses. First, if a customer purchases a multiseat license, it is not allowed to split the license up into parts and sell them separately.
  • The court also held that after reselling the software, the previous owner must render his own copy of the software inoperable.
  • Jennifer Parsons on 06 Jul 12
     
    Now, this took place in the European Union, not the United States (where software is still "licensed" instead of actually sold), but what it means is that people who pay a fee to have software distributed to them now have right of first sale to that license-- that is, they can redistribute it to another person, just as I can give a book I purchased to someone else.
  • anonymous on 07 Jul 12
     
    This is great - thanks for posting.
Christopher Gould

What Successful People Do With The First Hour Of Their Work Day - 8 views

www.fastcompany.com/...e-do-first-hour-their-work-day

shared by Christopher Gould on 24 Aug 12 - No Cached
  • Christopher Gould on 24 Aug 12
     
    I find the "Hour of Power" concept a little new-agey, but I support the ideas of not checking your email in the first hour (Help Desk'ers excepted) and "eat the frog" first thing.
  • ...1 more comment...
  • Donna Bacon on 25 Aug 12
     
    OK--I absolutely do NOT agree with this idea. We are a customer service organization. Everyone's day is determined by our customer's requests and they often email us. We should never set aside time to ignore email.
  • Jennifer Parsons on 27 Aug 12
     
    I was amused by the ignoring email in one breath and recommending customer service in the other; was the author not aware of how customer service works these days? Like Christopher, I did like the "eat the frog" concept, though. I also tried a 10 minute version of the "Hour of Power" this morning (light exercise, repeating things I'm grateful for, revving self up for the day), and it has been good for my mood.
  • Debbie Luchenbill on 07 Sep 12
     
    Well, he does say "most of us with jobs that don't require constant on-call awareness can trade e-mail for organization and single-focus work," so it doesn't necessarily apply to everyone. I've heard of the doing the hard tasks first concept, but never called "eat the frog"--that makes it sound a little lighter, somehow!
Sharla Lair

Next ALCTS e-Forum: BISAC and Beyond, April 17-18 - 0 views

www.ala.org/...sympa

training BISAC ALCTS

shared by Sharla Lair on 09 Apr 12 - No Cached
    • Sharla Lair
      Sharla Lair on 09 Apr 12
       
      BISAC and Beyond: Making Word-Based Classification Your Own April 17-18, 2012 Hosted by Logan MacDonald and Loretta Mainock Please join us for an e-forum discussion. It's free and open to everyone! Registration information is at the end of the message. Each day, sessions begin and end at: Pacific: 7am - 3pm Mountain: 8am - 4pm Central: 9am - 5 pm Eastern: 10am - 6pm Description: Many libraries are considering moving away from traditional classification systems like Dewey or LC in favor of word-based systems based on BISAC, a classification scheme used by book retailers and publishers. Reclassifying a library collection takes thought, planning, courage, and sweat. How can a word-based classification system benefit your customers? Join the conversation and talk to other libraries who have already ditched Dewey or are considering making the switch. Topics for discussion may include: Why switch to a BISAC-based system? Adapting BISAC for the needs of your customers Planning the conversion process Tips, tricks, and FAQs for reclassifying collections Using BISAC for collection development Rethinking the 'flow' of your nonfiction collection Merchandising with BISAC BISAC and the MARC record Leveraging BISAC in the OPAC to add discovery points Logan Macdonald is the Collection Development Manager for Anythink Libraries in Adams County, Colorado. In 2008, Logan helped develop WordThink, Anythink's BISAC-based classification system that was implemented district-wide in 2009. Prior to joining Anythink, Logan worked for the Montrose Regional Library District in Montrose, Colorado and University of Washington Libraries in Seattle. He is frequently introduced by colleagues as "The Man Who Killed Dewey." Loretta Mainock is the Anythink Buyer for children's materials and also purchases econtent, music and dvd's for Anythink Libraries. She has been with the library district for more than 15 years. She has been in
anonymous

Survey Finds Secure Sites Not So Secure | threatpost - 0 views

threatpost.com/...ure-sites-not-so-secure-042712

security ssl hacking

shared by anonymous on 29 Apr 12 - No Cached
  • anonymous on 29 Apr 12
     
    There is quite a bit of alarming data in what the project has gathered, and one of those pieces of information is that more than 148,000 of the sites surveyed are vulnerable to the BEAST attack, which was developed by researchers Juliano Rizzo and Thai Duong and disclosed last year. Their attack uses what's known as a chosen-plaintext attack against the AES implementation in the TLS 1.0 protocol and enables them to use a custom tool they wrote to steal and decrypt supposedly secure HTTPS cookies. The attacker can then hijack the victim's secure SSL session with a site such as an e-commerce site or online banking site.
Jennifer Parsons

Professional Competencies for Reference and User Services Librarians | Reference & User... - 0 views

www.ala.org/...professional

library professional competencies reference user librarians

shared by Jennifer Parsons on 04 May 12 - No Cached
  • Jennifer Parsons on 04 May 12
     
    Every time I look over RUSA's standards, I'm struck by how relevant they are to what we do as customer service professionals.
Sharla Lair

How to Engage Your Customers and Employees - R "Ray" Wang - Harvard Business Review - 1 views

blogs.hbr.org/...o_engage_your_customers_a.html

customers employees engagement

shared by Sharla Lair on 10 May 12 - No Cached
  • Sharla Lair on 10 May 12
     
    I think this is more of what I was hoping to learn about in the "facilitating meetings" webinar. This is a nice surface-level description of what is required to facilitate engagement. 
Jennifer Parsons

Free Webinars Introducing FOSS4LIB | Library Open-Source Software Registry - 2 views

foss4lib.org/...-webinars-introducing-foss4lib

library software opensource

shared by Jennifer Parsons on 27 Mar 12 - No Cached
  • Jennifer Parsons on 27 Mar 12
     
    Say, Sharla, would this be something our customers might be interested in?  I'm curious about it myself.
  • ...3 more comments...
  • Sharla Lair on 28 Mar 12
     
    Yeah, this looks very promising. Interestingly enough it is through Lyrassis, the company from which I am considering purchasing online courses. Go figure! How do we promote? Are all of the members on the training listserv? Can we just forward this email out on it?
  • Jennifer Parsons on 28 Mar 12
     
    Not all, just some, but this might be the kind of thing we'd cross-post on (i.e., to the Mobius-users-l list as well as the Training-l list). Christopher is usually the one who posts to the lists about training, and he does it across several lists; you may want to check with him. As far as promoting, I don't know-- first of all, will Lyrassis let us promote their stuff? I don't see why they wouldn't, but you never can be sure with some providers. But the lists are usually where a lot of the action is. We might also want to do a blog post to the MOBIUS website, too.
  • Sharla Lair on 28 Mar 12
     
    Ok. I'll talk to Christopher this afternoon about promoting training.
  • Christopher Gould on 01 May 12
     
    FYI, the training list is largely defunct. It was populated by people who were interested in discussing training with the MOBIUS office, but I was the only one who ever posted anything.
  • Sharla Lair on 02 May 12
     
    Yeah, that's often how lists go. People are always afraid to speak up.
anonymous

Forget SOPA, You Should Be Worried About This Cybersecurity Bill | Techdirt - 0 views

www.techdirt.com/...-this-cybersecurity-bill.shtml

cybersecurity

shared by anonymous on 03 Apr 12 - No Cached
  • However, the bill goes much further, permitting ISPs to funnel private communications and related information back to the government without adequate privacy protections and controls. The bill does not specify which agencies ISPs could disclose customer data to, but the structure and incentives in the bill raise a very real possibility that the National Security Agency or the DOD’s Cybercommand would be the primary recipient.
  • And what comes through loud and clear is that the Rogers-Ruppersberger CISPA bill will allow for much greater information sharing of companies sending private communication data to the government -- including the NSA, who has been trying very, very hard to get this data, not for cybersecurity reasons, but to spy on people.
  • handy dandy (scary) chart (pdf)
  • ...3 more annotations...
  • without adequate privacy protections and controls
  • However, the bill goes much further, permitting ISPs to funnel private communications and related information back to the government
  • The bill does not specify which agencies ISPs could disclose customer data to, but the structure and incentives in the bill raise a very real possibility that the National Security Agency or the DOD’s Cybercommand would be the primary recipient.
Scott Peterson

Libraries' experts on call: A dwindling breed - 0 views

articles.philly.com/...tives-tech-support-directories

Professional Development

shared by Scott Peterson on 26 Jul 12 - No Cached
  • Scott Peterson on 26 Jul 12
     
    An article that notes the dwindling demand for general information specialists at the Free Library of Phildadelphia, which used to field 400 phone calls a day among a rotating staff of 14 librarians, and is now done to 1 librarian and 9 assistants who deal with only a handful of phone calls and more often do front line customer service and technical support work, with many information requests now handled by online chat.
Scott Peterson

iPad Administration - Isn't there an App for That? - 0 views

www.alaconference.org/d1s7

Professional Development

shared by Scott Peterson on 26 Jul 13 - No Cached
  • Scott Peterson on 26 Jul 13
     
    This was an interesting session about using Apple Configurator to maintain a pool of iPads for circulation to autistic students. The good side is customization can be done and quickly, the downside is a one-to-one ratio for apps licenses and iPads, a steep learning curve to the Configurator software, and being limited to what apps Apple provides.
anonymous

Yope - Surveys and Polls - 1 views

www.goyope.com

surveys polls

shared by anonymous on 10 May 12 - No Cached
  • Team-based Collaboration
  • Built in Approval Workflows
  • Surveys and polls made uniquely simple. The first enterprise-caliber customer insight tool designed to satisfy complex corporate needs, while remaining crazy simple in its approach.
  • Jennifer Parsons on 10 May 12
     
    I couldn't find any samples, unfortunately-- the link has some screenshots, but they're not very helpful.
  • anonymous on 10 May 12
     
    I've signed up for the beta. Once I get the invite I'll create accounts for everyone to play with.
Sharla Lair

How to Make Your Big Idea Really Happen - John Hagel III and John Seely Brown - John Ha... - 1 views

blogs.hbr.org/...how-to-reshape-your-world.html

customers employees engagement big ideas

shared by Sharla Lair on 10 May 12 - No Cached
  • Sharla Lair on 10 May 12
     
    Here is another article that touches on topics that can help one better facilitate meetings. It is a little pie-in-the-sky, but one thing I've learned in my albeit very short professional life: genuine enthusiasm can take you and your ideas a long way.
Sharla Lair

Bring Courtesy Back to the Workplace - Ron Ashkenas - Harvard Business Review - 1 views

blogs.hbr.org/...-courtesy-back-to-the-wor.html

Professional Development workplace courtesy

shared by Sharla Lair on 11 Sep 12 - No Cached
  • In the absence of high-touch, personal connections many managers are reporting breakdowns in courtesy and respect, many of which are amplified by the stresses of the workplace. Some common examples I've heard recently include a last-minute request for "urgent" information without regard for what it will take to get it done; a manager ignoring emails and voice mails which delayed resolution of a customer problem; a team that worked all night to meet a budget deadline and then received neither feedback nor thanks for their work; and a manager in Asia who was required to attend regular teleconferences with a North American team that kept her up through the middle of the night, with no acknowledgement of what was involved.
  • Sharla Lair on 11 Sep 12
     
    Interesting read about courtesy. I know we deal with this on a day-to-day basis with our members and vendors. Are we doing it to each other too?
anonymous

Release notes for Evergreen 2.2.0 - 0 views

evergreen-ils.org/...RELEASE_NOTES_2_2_0.html

evergreen

shared by anonymous on 19 Jun 12 - No Cached
  • Z39.50 server target definitions have been removed from the sample opensrf.xml.example file
  • For each entry in z3950/services, map the following XML paths to the corresponding config.z3950_source table column as follows:
  • map the following XML paths to the corresponding config.z3950_attr
  • ...17 more annotations...
  • Custom Org Unit Trees
  • you can condense or re-order the organizational tree into a simpler structure for patrons using the OPAC while maintaining the complex organizational tree that is available to users of the staff client.
  • The basic catalog has been replaced by the Template Toolkit OPAC (TPAC).
  • Auto Suggest in Catalog Search
  • This feature is not turned on by default. You must turn it on in the Admin module.
  • 2.2.4. My Lists The My Lists feature replaces the bookbag feature that was available in versions proior to 2.2. This feature enables you to create temporary and permanent lists; create and edit notes for items in lists; place holds on items in lists; and share lists via RSS feeds and CSV files.
    • anonymous
      anonymous on 19 Jun 12
       
      The RSS feed part of this could be particularly useful for libraries that want to maintain an external list of "new books" or whatever. 
  • SMS Text Messaging
  • 2.2.7. Credit Card Payment via Public Catalog Patrons can now use credit cards to pay fines and bills in My Account of the TPAC.
  • A preferred pickup location.
  • 2.2.9. Identify Previously-Checked-Out Items in Search Results When a user is logged into the TPAC and performs a search, this feature indicates in the results set when any of the result items were ever checked out by the logged-in user. Items will only be tagged when the related org setting is enabled and the user has opted in to circ history tracking.
  • The ability to set limits for a single library’s items, regardless of the checkout library.
  • Retarget All Statuses. Similar to Retarget Local Holds, this modifier will attempt to find a local hold to retarget, regardless of the status of the item being checked in. This modifier must be used in conjunction with the Retarget Local Holds modifier.
    • anonymous
      anonymous on 19 Jun 12
       
      Does this mean that you can set a preference to fill local holds first? I don't really understand these checkin modifiers...
  • Provides a new library setting for age hold protection to be based on the copy’s active date instead of its create date.
  • Force and Cataloging Recall Holds
  • In version 2.2, you can specify match points between incoming and existing records to better detect matching records and prevent record duplication. You can also create quality controls to ensure that incoming matching records are superior in quality to existing catalog records.
  • You can also print your queue, email your queue, or export your queue as a CSV file.
  • 2.11.10. Auto-Login Supports auto-login in the staff client by adding three new command line parameters:
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