Hear from a librarian at Springshare (the maker of LibGuides) about how to use its model for customer service in your library. Drawing inspiration from real-world examples, Richards shares practical tips, strategies, and implementation techniques that illustrate ways in which libraries can better integrate the user experience into their customer service model. She’ll discuss how they use their own tools to provide the best possible customer service. Best practices that have been extracted through successful interactions as well as those that resulted in giant fails will also be shared. From email to Twitter and Facebook, she provides actionable strategies that focus on the customer, customer experience, and a successful outcome for all.

Sliedes: https://www.emaze.com/@ALRRWZIR/putting-ux-into-customer-service

Original broadcast November 2, 2015 

Instructor Bio ~ Talia Richards
Talia Richards is the Marketing & Social Media Manager for Springshare, the maker of LibGuides. She has been with Springshare since September, 2010 and is responsible for all marketing and social media outreach. Talia lives in NYC has an MLIS from the University of Rhode Island and an MCom in Information Systems & Operations Management from the University of Auckland, New Zealand. Talia spent 5.5 years at Johnson & Wales Library, as a circulation manager, reference librarian, student coordinator and finally Digital Services Librarian.