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32nd Annual Charleston Conference Issues in Book and Serial Acquisition
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Friday, November 9 • 2:00pm - 3:30pm
Patron Problems... or Opportunities for Improvement? It’s All In How You Look At It

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Patron problem reports and access issues are obstacles that every Library is confronted with, large or small, public, academic, or special. But what turns these obstacles into opportunities? And how can, and should, customer feedback and complaints be used to improve local library processes and services? This talk will investigate ways in which the feedback provided through user problem reports can be used to improve local processes, and how one can begin to reframe this oft-overlooked library service as a vast and often untapped resource for improving library services overall. Our patrons are talking to us...are we listening?

avatar for Susan Marcin

Susan Marcin

Head of E-Resources Management: Technologies & User Experience, Columbia University
Susan Marcin is the Head of E-Resources Management: Technologies & User Experience for Columbia University Libraries, where her work focuses on electronic resources acquisitions, access, and services.  She holds a BA from Trinity College in Hartford, CT, an MSLS from Catholic University in Washington, D.C., and an MBA from Fairfield University in Fairfield, CT.

Friday November 9, 2012 2:00pm - 3:30pm
Courtyard Marriott Outside Cypress Ballroom