Course Name and Number: LIB 79 – Library Management and ...

Marketingplanning andevaluation#9 Module 10Customerservice anddevelopmentof respectbetween staffand usersor online document of your choice which explains the theory of marketing in a non-profit organization.· Interview the Public Information Officer of a Library in your area and ask them for their marketing plan fortraditional marketing. Discuss with them the role that social networking plays in their marketing plan.· Online Journal: Using the information you learned from the reading assignment and the interview, describeand discuss your library’s marketing plan and how it matches or does not match a theoretical plan forlibrary marketing. As a part of your review, scan in two samples of marketing pieces and discuss how theydo or do not fit the library’s marketing plan. If your library does not have a marketing plan, create a singlepage outline for a marketing plan.Reading Assignments: Optional Text Book Administration of the Small Public Library Chapter 4, or a chapteror online document of your choice which explains the theory of customer service in a library.· Review your library’s customer service policy, meet with a manager in your library to learn how it might beimproved, than design a training course which is suitable to the training needs of staff in your library:Search the web for ideas: Sample links: http://infopeople.org/training/contract/workshops/416· Visit three retails stores and two libraries in your area. At least one must be a bookstore; the libraries shouldbe different types of libraries, i.e., a public and a school, or a special library and a university library. Ifpossible, visit an Apple Store. Observe how staff provides service; write a paragraph about each.· Online Journal: Based on your observation use a single sentence or a word to describe what you believe isthe customer service model for the three stores and two libraries. Example: “People First!”· Next interview a manager at a store and a library and discuss their customer service philosophy. Did yoursingle sentence description capture the philosophy? If not, why not?16