http://hdl.handle.net/2027.42/50473 http://deepblue.lib.umich.edu/retrieve/187573 http://hdl.handle.net/2027.42/50473 Search the Channel search http://deepblue.lib.umich.edu/simple-search http://hdl.handle.net/2027.42/64291 Title: Helping your patrons understand the global financial crisis: Looming economic meltdown oruseful teaching and marketing tool?<br/><br/>Authors: Ross, Celia<br/><br/>Abstract: You don't have to be Warren Buffet tohelp your patrons find useful resourcesthat will help them (and you!)understand what's going on with theglobal economy. This workshop willhighlight a number of useful tools andstrategies for helping public andacademic library patrons findinformation on the financial crisis. Alsoincluded will be ideas for using thistopic to market your library's servicesand resources to students, faculty,small businesses and communitymembers.<br/><br/>Description: Presentation at the Michigan Library Association 118th Annual Conference Lansing Conference Center November 3-6, 2009 http://hdl.handle.net/2027.42/64290 Title: Making Sense of Business Reference<br/><br/>Authors: Ross, Celia<br/><br/>Abstract: Do you wish you felt more confidentwhen faced with a business referencequestion? Come away from thisconference session ready to test outsome new sources and strategies fortackling questions on companies,industries, the stock market, consumerdemographics and more. Face downyour business reference fears and/oradd to your growing business referencearsenal. Part business referencetherapy, part business reference sourceoverview, this session will leave youwith a better understanding of thebusiness reference process and provideyou with a framework for building yourbusiness reference expertise. Discoverthe business reference skills you didn'teven know you possessed and never (oralmost never) feel like hiding under thedesk when faced with businessreference questions again!<br/><br/>Description: Presentation at the Michigan Library Association 118th Annual Conference Lansing Conference Center November 3-6, 2009 http://hdl.handle.net/2027.42/64285 Title: Empathy and Occupational Diversity - Guiding Forces for a Service Revolution at Kresge Library<br/><br/>Authors: Seeman, Corey; Berdish, Laura<br/><br/>Abstract: The Kresge Business Administration Library at the University of Michigan’s Ross School of Business has long been recognized for delivering exceptional service. Despite this success, there were many missed opportunities to serve and connect with the library’s community. With a new director in 2006, the library slowly embarked on a fundamental change in its service model. Instead of strictly looking at other peer academic business libraries, we evaluated new services on their merits and needs in the community. Two guiding forces here were empathy and occupational diversity. Through empathy, we better understood our users, making it easy to see the library from their perspective. Through occupational diversity (a term being used to describe a diversity of backgrounds among the librarians at the Kresge Library), we also began to evaluate new services from a non-academic approach. This allowed us to look well beyond academic librarian models to see effective approaches from the public and special libraries as well. This presentation will explore the transformation of the Kresge Library as grew and developed additional service aspects for the Ross School of Business Community.<br/><br/>Description: Presentation at the Michigan Library Association 118th Annual ConferenceLansing Conference CenterNovember 3-6, 2009 http://hdl.handle.net/2027.42/63029 Title: Using Software to Manage Patron/Customer Interactions at the Kresge Business Administration Library (University of Michigan)<br/><br/>Authors: Seeman, Corey<br/><br/>Abstract: The Kresge Business Administration Library at the University of Michigan uses software (Footprints from Numara Software) to centralize and manage our customer relations with the wide diversity of people we work with. This brief paper (to be included in a larger work on Customer Relation Management in libraries) outlines the means that we manage this work at Kresge Library.