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| Tove Lekselius and Malin Utter |
We, Tove Lekselius (University Library) and Malin Utter (School of Library and Information Science) from the University of Borås in Sweden, held a workshop with focus on Customer Service and UX (user experience) in libraries for around 30 librarians from UEM. Three days with a lot of discussions, exchange of experience and practial exercises - and a lot of smiles and laughter.
Here is a short summary of what we did in Maputo 23-25 April
We started by getting
to know each other with a short presentation round, where we also talked about where
we come from, and why we were invited to hold this workshop. This was followed
by discussions of where a meeting between a user and the library takes place.
It’s not just face to face but also in the library room, on the web, by phone
and email. Next came discussions of what a good and poor treatment of users
could be. A device that we used constantly was “Good treatment can weigh up poor knowledge, but poor treatment barely
weighs up anything”.
The day ended with a session about the use of common guidelines and what such guidelines could content. Guidelines is to be used to make
the work at the reference desk easier and more quality controlled.
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