Customer-Centered User Services Workshop, Indianapolis, Oct.98 Michael Dowling 24 Aug 1998 19:16 UTC

RUSA Invites Registration For Its

*Process Improvement for Customer-Centered User Services"

October 29-31, 1998 in Indianapolis, IN.

This day and a half-long workshop is designed to introduce and
develop familiarity with the purposes, principles, tools and techniques of
customer-centered process improvement to empower attendees to
conduct and implement a process improvement project in their own
libraries.  More information on this program is available at:


-user-centered, data-driven framework and approach

-interactive learning tools to reinforce and practically apply skills

-understand data gathering tools, analytical asessment, and
  implementation techniques to create or improve services

-ability to adapt services in response to:

         -changing customer needs,
         -need for new and enhanced services
         -rapid and constantly changing environments,
         -new technologies,
         -increased need for institutional and individiaul accountability
         -increased competition from the private sector
         -opportunities for dynamic partnerships

   -awareness of key readings, projects, and outcomes
   -techniques for increasing institutional support for process
    improvement initiatives

   -making the improvement process continuous

   -develop a network of support/resources for your improvement project

When and Where?
October 29-31, 1998 at the Westin Hotel in Indianapolis, IN.  This
conference venue was selected for its central location, good
accessibility, and exciting surroundings, including the Eiteljorg Museum
of American Indians and Western Art (where the Friday night reception is
being held)!

This program is appropriate for administrators, managers, and
practitioners of user services and the internal services that support them.
The concepts to be presented are customizeable and applicable by
librarians from all types and size of libraries, and from all areas of user
services such as reference, outreach, systems, photocopy, circulation,
reserves, collection development, and technical services.

Kathryn Deiss, Program Manager, Office of Leadership and Management
Services at the Association of Research Libraries has 19 years of library
experience and has been focusing on areas of innovation and change
management, team development, and the care of the human system
during organizational evolution.

Karen Liston, Head of Resource Access at the University of Washington,
has spent the last eight years in academic libraries leading change in
interlibrary loan, document delivery, and access services.

The RUSA Institute:
The program is being offered as part of the 1998 RUSA Institute: "Serving
Users in the New Millenium:  Planning, Delivering, Evaluating."  Keynoter
Jim Fleck, nationally known speaker and library board trustee, will
address customer service and leadership in the 21st century.

RUSA (Reference and User Services Association, ALA) have arranged
for several other informative and relaxing events that promise to make the
Institute an effective and enjoyable learning experience.  More information
about the Institute  is available at:

including a registration form at:

[From: Michael Dowling <mdowling@ALA.ORG>]