Conference Programme
Grampian Information Conference 2008: Customer Focused Services for the Future
9.00 Registration and Coffee
9:30 Welcome Rita Marcella, Chair of Grampian Information, Dean of Aberdeen Business School
9:40 Keynote Speaker: Alan Hasson, CILIPs President
10.20 Showcase Presentation from Gold Sponsors
11.00 Break- Tea/Coffee
11.20
Workshop 1: Sue Hill, Sue Hill Recruitment: Assessing Your Skills and Attending to CPD
Sue is a passionate believer in CPD and will discuss just what this means in real terms, the benefits it can bring and generally challenge us all to make a plan for ourselves.She will set some quick exercises on assessing our skills, encouraging us to think laterally and with a focus on transferable skills.She will seek participation from the floor to elicit a list of current skills in demand in the region.
or Workshop 2: Neil Patterson, Elmwood College: Are you satisfying the service needs and expectations of your customers?This workshop will examine the link between customer service, customer expectations and customer satisfaction. Attendees will take part in a customer service activity that will encourage them to reflect on the key drivers of customer satisfaction and use this to identify possible ways of improving customer service within their own establishments.
12:30 Lunch 13:30 Keynote Speaker: Miles Oglethorpe Capturing the Energy: Records of the Offshore Oil and Gas Industry
14:10
Workshop 3 Laura Muir, The Robert Gordon University: How Accessible is Your Information?
Information is accessible if it is provided in a format which meets the specific needs of the enquirer or the user of the information system. Accessible information is high-quality information and (to adapt a well-known phrase) quality is in the eye (or perhaps the ear or touch) of the beholder. It is therefore important that information providers and information systems designers understand the needs of users. This workshop asks the question: How Accessible is your Information? It is a practical interactive workshop examining different types of information and users and the tools and techniques which can be applied to evaluate the accessibility of the information we provide. The focus of this workshop is on the delivery of web-based information but the range of user groups considered is very broad (for example, children, older people, people who are deaf and/or blind and ‘expert’ groups). The groups we look at will be tailored to the interests of the workshop participants. The workshop session will also include an introduction to the legislation affecting the provision of electronic information and compliance checking. There will also be an opportunity for participants to find out how they can learn more about this important topic as part of their Continuing Professional Development.
or Workshop 4 Fiona Emberton, Embervision
Future proofing your serviceRecently the papers were full of stories of coffee and mobile phones in libraries. Phooey! - This is a debate better suited to the 1990s. We are now facing a battle for funding and support where we need to make the best use of our resources and future proof the service. 60, 70 even 80% of the costs of your service is spent on staffing - potentially our best resource. However we are often so tied down in obsolescent processes that we offer poor service. We are softies when it comes to managing staff and tend not to deal with poor behaviour. Our libraries look, feel and smell the same as they did in the 1950s. We think we’ve progressed but this is not reflected in the way our users see us. Against the current economic background Fi offers an insight into best practice in academic, public and special libraries in the UK, Australia and New Zealand and gives some practical, no-nonsense and low-cost options for how we can improve our service. Can you afford to miss out?
15:40 Plenary Session Grampian Information Awards, Thanks to Sponsors, and Closing Remarks
16.00-16.30 Annual General Meeting