1. Public Services:
People First!
May 22, 2010
Li Fu Jing Shi Yi Han
Access Services Librarian Access Services Librarian GLIS Graduate 2010
Chicago State University Parkland College Library 7900 W. Division
9501 S. King Dr. 2400 Bradley Ave Dominican University
Chicago IL 60628 Champaign IL 61821 312-203-9271
773-821-2804 217-351-2416 hanyi2010@gmail.com
lfu@csu.edu jshi@parkland.edu

2. Who We Are
•Yi Han
rst
e Fi O •Li Fu
•Jing Shi
U
ices: Peopl
Why the Topic
T •Significance for Chinese American
Librarians
L •Importance in this economic time
What We Mean by
I
Serv
•People
N •Services
blic
E
Pu
Takeaways….
•Tips
•Recommendation
2

3. Library Services - People First!
A place Access
Technology Budget
People
First! Collection
Statistics
Digital
Electronic
Delivery
Access
Text
3

4. P=P P2P P+P
P
P=P
Public Services = People Services =
Performed for the benefits of Patrons
P2P
People2People | Personnel2Publics
Patience2Problem Patrons
P+P
Pleasant + Passionate | Positive +
Personal | Privacy + Partnership
4

5. People = Customers
Caring
Commitment
Compassionate
C
Correspondence
Communication
Conference
Contacts
Customers Consultation
Consumers Concentration
Clients
Connection
Collaboration Concerns
Correlation Complaints
Consequences
5

6. To Customers, It Means -
COMMITMENT Excellent
Services
Pleasant Friendly
Assistance Consultation
Knowledgeable Effective
Instruction Communication
Respectful
Passionate
Attitude
Outlook
6

7. To Employees, It Means -
Extended, cross &
e focused trainings Pro
ye n
plo atio dev fessi
em ent elo ona
w i pm l
Ne or ent
Me eade
li n &
L
nto rsh
es
gu licies
rsh ip
id e
ip
Po
&
s
ill ip
sk sh
Aw wa
e n
re
pl ria
ar rdin
o a
di g
Pe libr
ng
n &
Emp
ow e catio
& inc rment m uni tion
lusio
n Commotiva
&
7

8. To Other Stakeholders, It Means -
Honor Alums
Respect Patrons with Special Needs
Se Accommodate Diversities
us rve
lev ers all p
lo gy
els in a e o
ll ev nol
D h
Fo te
Co cus ec ta l
T li
us mm on ci ita y
er un
s F a i g er
ity D liv
De
s
As ion s
sa sure llec
t
c es
tis ac
fac cust co ic
ex tion ome and ron ti o
n
p t
pe
cta to m rs’ Ex lec b ora
tio e
ns et o rt e o lla
pp t eC
Su mo
o
8 Pr

9. Takeaways….
• Tips on
1 2 3
How to build a How to How to change
good relationship communicate adversity to
with colleagues effectively and prosperity? Direct
and faculty? efficiently by benefit to the
reading patrons, individual &
talking with community?
patrons?
9

10. 1. Build relationships with colleagues and faculty
• With colleagues
Trust - the foundation of relationships
Open
Open Honest
Honest
Fair
Fair
Appreciative
Appreciative
Accepting
Accepting
Social
Social
10

11. 1. Build relationships with colleagues and faculty
With Faculty
Share
Share Satisfy
Satisfy
the same mission
the same mission their special needs
their special needs
Relation
Relation
Build
Build
Outreach
Outreach
partnership
partnership
11

12. 2. Communicate effectively and efficiently
by reading & talking with patrons
 Two way exchange
 Listening, hearing, and understanding
 Talking: ask questions
12

13. 2. Communicate effectively and efficiently
by reading patrons, talking with patrons
 Conflict
 Causes of conflict
 Kurt Lewin's equation: B=f(PE) (1936)
 B=Behavior
 P=Person It states that Behavior is a
function of the Person and
 E=Environment
his or her Environment.
 F=factorial
 Misunderstanding
 Communicate improperly (rational, respectful, prepared, positive)
 Communicate ineffectively (lack of info, wrong info, tone, mood)
 Dialogue
A. I want to know why I have a big fine for just one day late?
B. I don’t know, the computer generated it out.
A. What do you mean? You want me to talk with computer?
 Avoid /Resolve conflicts (Negotiation and Meditation)
 Formula
Listen- >Mutual understanding-> Education
13

14. 3. Convert adversity to prosperity
 Adversity in diversity
Races
Ages Cultures
Personalities Diversity Religions
Languages Educationa
l levels
Skills
14

15. 3. Convert adversity to prosperity
Flexibility is essential to mold self with diversities
Positive
Positive
thinking
thinking
Tolerance
Tolerance
Honesty
Honesty
Patience
Patience Prosperity
Trust
Trust
Awareness
Awareness
Inspiring
15

16. 3. Convert adversity to prosperity
Inspiration Prosperity
Opportunity
Positive thinking
Acceptance
Awareness
16

17. 3. Convert adversity to prosperity
Google image-caterpillar
17

18. 3. Convert adversity to prosperity
Google image-Butterflies
18

19. Recommendation
People First! People First!
as a mission as a strategy
People First! People First!
in marketing In assessments
& promotion! & evaluation
19

20. 20