Li FuAccess Services LibrarianChicago State University

9501 S. King Dr. Chicago IL 60628

773-821-2804lfu@csu.edu

Jing ShiAccess Services LibrarianParkland College Library

2400 Bradley AveChampaign IL 61821

217-351-2416jshi@parkland.edu

Yi HanGLIS Graduate 2010

7900 W. Division Dominican University

312-203-9271 hanyi2010@gmail.com

Public Services: People First!

May 22, 2010

2

•Yi Han•Li Fu•Jing Shi

•Significance for Chinese American Librarians•Importance in this economic time

•People•Services

•Tips•Recommendation

Pu

blic

Ser

vice

s:

Who We AreWho We Are

Takeaways….Takeaways….

What We Mean byWhat We Mean by

Why the TopicWhy the Topic

Peo

ple

Fir

st OUTLINE

3

Library Services - People First!

Statistics

A place Access

DigitalDelivery

Text

People First!

Budget

Collection

Electronic Access

Technology

4

P=PPublic Services = People Services =

Performed for the benefits of Patrons PP2P People2People | Personnel2Publics

Patience2Problem Patrons

P+PPleasant + Passionate | Positive + Personal | Privacy + Partnership

P=P P2P P+P

5

People = Customers

CustomersConsumersClients

CorrespondenceCommunicationContacts

ConcernsComplaintsConsequences

ConnectionCollaborationCorrelation

ConferenceConsultationConcentrationC

CaringCommitmentCompassionate

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To Customers, It Means -

COMMITMENT Excellent Services

Pleasant Assistance

FriendlyConsultation

Passionate Outlook

RespectfulAttitude

KnowledgeableInstruction

EffectiveCommunication

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To Employees, It Means -

Extended, cross & focused trainings

New employee

orientatio

nProfessional

development Mentorship &

LeadershipPol

icie

s &

guid

elin

es

Awarding

rewarding

Communication

& motivationEmpowerment & inclusion

People

ski

lls

& libra

riansh

ip

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To Other Stakeholders, It Means -

Honor Alums

Respect Patrons with Special Needs

Accommodate DiversitiesServe all users in all

levelsFocus on

Community

users

Assure customers’

satisfaction to meet

expectations

Expand collections

Support electro

nic access

Promote Collaboration

Develop

Technology

Facilitate

Digita

l

Delivery

9

Takeaways….

• Tips on1

How to build a good relationship with colleagues and faculty?

2

How to communicate effectively and efficiently by reading patrons, talking with patrons?

3

How to change adversity to prosperity? Direct benefit to the individual & community?

10

1. Build relationships with colleagues and faculty

• With colleaguesTrust - the foundation of relationships

OpenOpen Honest Honest

AppreciativeAppreciative

FairFair

AcceptingAccepting

SocialSocial

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1. Build relationships with colleagues and faculty

Share

the same mission

Share

the same missionSatisfy

their special needs

Satisfy

their special needs

Build

partnership

Build

partnership OutreachOutreach

RelationRelation

With Faculty

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2. Communicate effectively and efficiently by reading & talking with patrons

Two way exchange Listening, hearing, and understanding Talking: ask questions

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2. Communicate effectively and efficiently by reading patrons, talking with patrons

Conflict Causes of conflict Kurt Lewin's equation: B=f(PE) (1936)

B=Behavior P=Person E=Environment F=factorial

Misunderstanding Communicate improperly (rational, respectful, prepared, positive) Communicate ineffectively (lack of info, wrong info, tone, mood) Dialogue

A. I want to know why I have a big fine for just one day late?

B. I don’t know, the computer generated it out.

A. What do you mean? You want me to talk with computer?

Avoid /Resolve conflicts (Negotiation and Meditation) Formula

Listen- >Mutual understanding-> Education

It states that Behavior is a function of the Person and

his or her Environment.

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3. Convert adversity to prosperity

Diversity

Races

Cultures

Religions

Educational levels

Skills

Languages

Personalities

Ages

Adversity in diversity

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3. Convert adversity to prosperity

Prosperity

Positive thinkingPositive thinking

HonestyHonesty

TrustTrust

InspiringAwarenessAwareness

PatiencePatience

ToleranceTolerance

Flexibility is essential to mold self with diversities

3. Convert adversity to prosperity

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Awareness

Acceptance

Positive thinking

Opportunity

ProsperityInspiration

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3. Convert adversity to prosperity

Google image-caterpillar

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3. Convert adversity to prosperity

Google image-Butterflies

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Recommendation

People First! as a mission

People First!as a strategy

People First! in marketing & promotion!

People First!In assessments

& evaluation

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