November 2001

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Customer Service... It's More Than Just a Smile The Network will be sponsoring the teleconference series Soaring To Excellence 2002. Soaring to Excellence is a series of three teleconferences, which provide information and training to library support staff nationwide. These teleconferences are broadcast from the television studios of College of DuPage in Glen Ellyn, Illinois to the Network’s office at 6721 U.S. Highway 11, Potsdam, NY. This year, Soaring to Excellence will include these three teleconferences: November 16,2001: Customer Service... It's More Than Just a Smile January 18, 2002: Bringing Order to the Chaos: Using Search Engines Efficiently March 22, 2001: Whatever Happened to Carbon Paper?: A Look Toward the Future of Librarians, Library Assistants and the Printed Word Those interested may attend any or all of the teleconferences. The first conference in the series will begin at noon on November 16, and will take place in the Conference Room of the Network office. Debra Wilcox Johnson, a regular presenter for the Soaring series, is always thinking about customer service. Why? As she says, "You can never learn enough about this subject." It is critical for developing good relationships with our customers and coworkers. Customer service is more than just a smile. It's about policies, collections, remote access, and working together. Join us for a fresh and entertaining perspective on why and how we serve customers in the library. There is no charge to attend the teleconference, but please register by phone, email or fax. You are encouraged to bring a brown bag lunch, and the Network will provide beverages. Registration: Soaring to Excellence, Part 1: Customer Service... It's More Than Just a Smile will be held on November 16, 2001, at the Northern New York Library Network office in Potsdam, NY. Registration deadline: Thursday, November 14, 2001. Name: Institution: Address: Telephone: E-Mail: Cost: None Reply to: Northern New York Library Network, Attn: Continuing Education, 6721 U.S. HWY 11, Potsdam, NY 13676. You may also phone: (315) 265-1119; fax: (315) 265-1881; or email: cont-ed@northnet.org.

Access Workshop Is Offered The Library Network is also hosting two sessions of Microsoft Access II: Follow-up and Problem Solving during the month of November. Space is still available for the Nov. 7 and 8 workshops being held at the Network office. Registration begins at 9:30 a.m., and the class is from 10:00 a.m. to 3:00 p.m. If you are interested in taking part, please contact the Network office at 315-265-1119.