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Schedule-A-Librarian: A Shift in the Customer Service Model
Sponsors: Supervisors, Managers and Administrators Roundtable and Public Libraries Division 

Date: Wednesday, April 26
Time: 2:50-3:50 pm
Location: Salon H


Session Description:
Join Shannon and Shaye as they describe a successful new service for library customers: Schedule-A-Librarian. Customers book one-on-one appointments with subject specialists for up to an hour in length. Facing challenges of in-branch computer classes of low attendance and varying degrees of customer experience, the Moore Public Library shelved computer classes in favor of the one-on-one experience. Attendance and customer satisfaction skyrocketed; as an unintended benefit, library staff confidence increased.

Shannon HarrisShannon Harris is a Virtual Librarian for the Pioneer Library System. She has worked with the Pioneer Library System since 2006, and began as the Computer Trainer / Reference Librarian at the Moore Public Library. She earned her MLS from the University of North Texas and her BA in Romance Languages from Cameron University. She loves to read, knit, and watch geeky television shows in her spare time.

Shaye CabanShaye Caban is an Information Services librarian at the Moore Public Library, which is part of the Pioneer Library System serving Cleveland, McClain, and Pottawatomie counties. She provides reference services, programming, and individual assistance for teens and adults inside and outside the library. 
After earning her a MA of Library and Information Studies from the University of Oklahoma in 2009, her range of library experience has included working as a cataloger, virtual librarian, staff trainer, children’s librarian, and reference librarian in public libraries. Her professional interests include reference services, improving the customer experience, and implementing cooperative projects of all types. She enjoys reading teen fiction, knitting patterns, cookbooks, and picture books to her daughter.

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