Public library workers play an important role in sharing reliable community information, and 211 MB can help.
Learn how 211 MB can help libraries guide patrons to government, health, and social services and how libraries can support local Information and Referral in Manitoba.
Please send questions about 211 MB to Philip Wolfart at pwolfart@unitedwaywinnipeg.ca
The library is one of the last free public spaces that is open to all. However, often those considered “undesirable” are kept away from the library in order to make others feel welcome and safe. While we do sometimes see problematic behaviours in the library, this does not mean that we cannot strive to ensure that we as library workers provide excellent customer service to all who enter the library.
Service dogs are increasingly visible in society, but do you know how to behave around one?
Jocelynn Johnson shares personal stories and provides tips for interacting with service animals and their humans.
Jocelynn Johnson, is a Geospatial Analyst for the Government of Manitoba.
While part of an average Winnipeg family, at age seven Jocelynn went from having perfect hearing to being completely deaf overnight from meningitis. She became the first child in Manitoba to receive a cochlear Implant. In her twenties, she had to have it removed after a medical incident, effectively losing her hearing for a second time. As a result, she has gone between existing in the hearing world, the deaf world, and the grey area in-between.
Since receiving her Hearing Ear Service Dog nearly nine years ago, she has recognized a gap in education about service animals, and has strived to narrow this gap by educating formally or informally whenever possible. Jocelynn is the co-chair and founder of the Civil Servants with Abilities Network and a founder of the Deaf Professionals Network. She is also President of the Manitoba GIS Users Group.
This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at https://www.ted.com/tedx
Assessing and planning customer/patron 'service journeys', whether that involves steps to accessing a library card, or planning for a new holds-management system, requires work to identify what happens from the point of view of the customer, as well as what is commanded of the staff and back-end systems to make that all happen. This brief, annotated bibliography is the work of UBC MLIS practicum student Corinne Shortridge (May, 2018) who as part of her practicum was asked to provide a quick scan of the literature, with a goal of identifying how tools used in service journey 'mapping' and 'blueprinting' can help libraries.
Borrowing from other sectors (retail, airlines) service mapping and blueprinting is a methodology that is practical, tangible, with value for libraries in aid of identifying key areas for service improvement from front-of-house, back-of-house and user points of view.