Public Services - PEOPLE First - Li Fu, Jing Shi & Yi Han.
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Li Fu Access Services Librarian Chicago State University 9501 S. King Dr. Chicago IL 60628 773-821-2804 [email protected] Jing Shi Access Services Librarian Parkland College Library 2400 Bradley Ave Champaign IL 61821 217-351-2416 [email protected] Yi Han GLIS Graduate 2010 7900 W. Division Dominican University 312-203-9271 [email protected] Public Services: People First! May 22, 2010
Transcript of Public Services - PEOPLE First - Li Fu, Jing Shi & Yi Han.
Li FuAccess Services LibrarianChicago State University
9501 S. King Dr. Chicago IL 60628
Jing ShiAccess Services LibrarianParkland College Library
2400 Bradley AveChampaign IL 61821
Yi HanGLIS Graduate 2010
7900 W. Division Dominican University
312-203-9271 [email protected]
Public Services: People First!
May 22, 2010
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•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
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Library Services - People First!
Statistics
A place Access
DigitalDelivery
Text
People First!
Budget
Collection
Electronic Access
Technology
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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
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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
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Takeaways….
• Tips on1
How to build a good relationship with colleagues and faculty?
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How to communicate effectively and efficiently by reading patrons, talking with patrons?
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How to change adversity to prosperity? Direct benefit to the individual & community?
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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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