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Exploring Difficult Customer Situations

Kate Marshall reports on a recent online event aimed at supporting frontline staff in techniques and approaches for handling difficult customer situations.

Organised by the Mercian Staff Development Group (MSDG), and facilitated by Diana Edmonds and Sue Daly from Bridgford Consultancy, the virtual workshop aimed to enable delegates to explore tools and techniques for handling the awkward and sometimes emotional customer situations dealt with by those in frontline customer service roles within library teams.

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Opening New Doors with a Visit to the Open University

Loughborough’s Joanne Culpin reflects back on a recent event hosted by and about the Open University library service.

This was a very interesting and enjoyable day which included an introductory talk and tour prior to lunch and then a selection of activities and talks in the afternoon, from which we were able to attend three from the following list of options:

1) Libopoly: A fun take on the classic board game that demonstrates the Library’s role in module production.

All the Same, But Different - Hive Visit

The Hive

Emma Whitney reports back on her eye-opening visit to the revolutionary combined public and university library service at Worcester

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