Please excuse cross-posting of this message.
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THREE PART COURSE ON LIBRARY MARKETING THAT WORKS

The Nova Scotia Provincial Library will be hosting a three part course
titled "Library Marketing That Works" from the Education Institute :
the Learning programs of the BCLA-LAA-OLA-SLA Partnership.  Suzanne
Walters, Director of Marketing and Development, Denver Public Library
will present this course.  In these three one-hour audio conference
sessions, she will examine three areas that deserve attention and
awareness within libraries.  These areas incorporate principles,
effectively applied, that are critical to successful marketing. The
centerpiece of the discussions will be a series of illustrative case
studies of libraries that have learned to be market-driven. These cases
will demonstrate the effectiveness of the marketing concepts and tools.
They will show libraries reasserting their leadership as centers of
their communities in a changing world.

Part 1: MARCH 16th - CUSTOMER SERVICE
Why do we need good customer service? How do we approach customer
service in a marketing framework? How do we increase customer
satisfaction? How do we develop teams and motivate staff, treat our
employees as customers. What is the importance of communication, of
rewards and recognition, and of empowerment? What are the rewards for
libraries? What are 52 tips on achieving good customer service?

Part 2: APRIL 13th - MARKET RESEARCH
What is market research? How do we apply it in our library? What is the
difference between quantitative and qualitative market research. What is
primary and secondary market research? When do we use focus groups? When
are surveys effective? What simple things can we do to obtain the
information we need? How do we obtain assistance in acquiring the market
research we need? What is data-base mining and how do we do it?

Part 3: MAY 11th - POSITION FOR POWER
Positioning is often called the "battle for your mind". We can position
a product, a service, an institution, a country, a political candidate--
- and even a library. What is the importance of positioning? How does it
reward libraries? How do we "position" or "reposition" a library. What
is a "positioning statement"? We can position on leadership, on
technology, on customer service. What is the relationship of positioning
with "branding"?

WHO SHOULD PARTICIPATE
These courses are for anyone who wants to understand marketing
concepts, who is concerned about the support of their library within a
community. Library administrators, Board members, and senior librarians
concerned with the health and strength of their library should consider
participating.

BENEFITS
Participants will understand the importance of great customer service
to build great libraries and increase funding potential. Positioning a
library for power maximizes the role of the library within a community,
while market research allows us to target the use of our resources.

METHOD OF INSTRUCTION
Each participant will be provided a written handout to accompany the
audio sessions which will be received by conference telephone.  Handouts
will include lists of customer service tips, sample market research
surveys, sample focus group outlines as well as worksheets and
brainstorming guides. The tele seminar will also include questions and
answer period hosted by the instructor to give advice and clarify the
learning experience.

COURSE DETAILS:
Times:
Part 1, Wednesday, March 16th, 4:00 - 5:00 p.m.
Part 2, Wednesday, April 13th, 4:00 - 5:00 p.m.
Part 3, Wednesday, May 11th, 4:00 - 5:00 p.m.
Place:  Classroom, Nova Scotia Provincial Library, 3770 Kempt Road,
Halifax
This course is free and registration is on a first come first serve
basis.
Parking is available in front of the building.

Please respond to Carol Morris at [log in to unmask] or by phone at
424-2477 if you would like to attend this session.

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We respectfully request that you refrain from wearing any scented
products, including perfume, hair spray, cologne, deodorant, etc. and we
thank you for your cooperation.
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