|The 'Excellent Customer Service in Public Libraries - New Trends' seminar was held on Thursday 2 April 2009, at the State Library of Victoria. It is part of the professional development delivered as part of the Statewide Public Library Development Projects.
The audience from Victorian public libraries heard from three interstate speakers: Brett Whitford, Executive Director, Customer Service Institute of Australia (CSIA) who spoke about Changing customer service trends; Sharan Harvey, Manager, Brisbane City Council Library Service, delivered presented on the customer focus at Brisbane Square Library and Customer Centre; and Carina Clement, Manager, Albury LibraryMuseum spoke about the pros and cons of convergence and the impact on customer service at the Albury LibraryMusuem.
Providing an international perspective were 2008 Viclink Great Public Library Tour participants Karen Ward-Smith, Manager, Greater Dandenong Libraries, who highlighted the international customer service trends; Rebecca Henshall, Manager, Libraries and Learning, Frankston Library Service, shared her impressions of Helsinki's Library 10; and 2009 Margery C Ramsay Scholarship recipient, Joanne Smith, Library Service Co-ordinator, Hobsons Bay Libraries, updated us on her findings so far on the future of customer service for Australian and New Zealand libraries.
Providing a local view were Michael Scholtes, Library Services Co-ordinator, Melton Library and Information Service, who spoke about the Caroline Springs community hub experience; and, from the State Library of Victoria, Alix Massina, Planning and Business Services Manager, and Patrick Gregory, Information Services Manager, who talked through the slv@swanston project which puts visitor experience first at the State Library of Victoria.