You are the patron: Envisioning and training for excellent library service from the patron's perspective.
To envision excellence in service, library staff must learn to see service through the eyes of their patrons. This workshop demonstrated a training program using improvisation and role-playing activities, facilitated discussion, and application exercises to help participants understand how patrons experience the library. Following the program demonstration, facilitators guided participants in exploring ways to adapt the process and techniques for their own libraries.
Stamatoplos, Anthony and Stamatoplos, Kari Ann, "You are the patron: Envisioning and training for excellent library service from the patron's perspective." (2014). Faculty Publications. 1779.
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