[Publib] ALA Program of interest

[B. Allison Gray]

MARK YOUR ALA-ANAHEIM CALENDARS!


"You've Been Shopped! Mystery Shopping for Better Service" 
is scheduled for:

 Monday 6/30/2008  10:30am - 12:00 at the Disneyland Center Hotel BR

    Mystery Shoppers have been in banking, restaurants and hotels
for years. Come hear how an academic library and a public library have
both successfully implemented Mystery Shopping in different ways with
positive results. Learn how this technique can improve service.
Speakers are Marcus Kilman, Circulation Services Department Head from
University of Central Florida and Kelly Pepo, Manager, Edgewater Branch,
Orange County Library System (Orlando, Florida); Moderator/Introductions
by Gary Fitsimmons, Director of Library Services,  Cisco Junior
College, Cisco Texas.