The Office Who’s in the office Our role The membership survey Activities as a result
Introductions JOANNA MAREE ALEX WENDY PAUL MEGAN
The LIANZA Office vision: To support our members to be the vibrant professional voice of the Library and Information Profession Our Role But how do we support our members?
Making sure this is what our members want "Unless you have 100% customer satisfaction…you must improve.“ Alice MacDougal "Even if you have the empathy and the passion and you address the customer's problem, you haven't really given good customer service in total. You haven't done that until you have eliminated the problem that caused her to call in the first place.“ Horst Schulz
Website Common website mistakes: No clear purpose for each page Bury key information in the third paragraph No signposts or headings Links to other sites breaking up the text Too wordy No images No clear tags for easy search
“ We succeeded in keeping our budget! From what I gather, your submission made a significant difference, and certainly laid quite a bit of weight to the argument. Thank you so much for your assistance – I am now feeling a bit more optimistic about the following financial year!” Advocacy Development Contributions Copyright and the TPP Submissions on local government plans Supported special, public, and tertiary libraries through change (when requested)
TOO EXPENSIVE Professional Development NOT LOCAL SCHEDULING DIFFICULTNEED MORE NOTICE