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UID:618@m25lib.org.uk
DTSTART;TZID=Europe/London:20150701T093000
DTEND;TZID=Europe/London:20150701T163000
DTSTAMP:20170315T121126Z
URL:https://www.m25lib.org.uk/events/enquiry-services-event-ref-tg3enq/
SUMMARY:Enquiry Services [Event Ref. No. TG3/ENQ]
DESCRIPTION:Twitter – #cpd25ENQ\n\nLibraries are now handling enquiries b
 y email\, telephone\, text and twitter. This event looks at systems availa
 ble to help manage enquiries and provide management statistics through pre
 sentations of how universities are employing them with demonstrations of t
 heir systems in action. It will provide real life feedback of six differe
 nt systems currently on the market (KnowAll Enquire\, LibAnswers\, NorMan\
 , Questionpoint\, Footprints and LibraryH3lp) and give opportunities to se
 e how they might be used to fit into your own library service.\n\n&nbsp\;\
 n\nGuest speakers:\n\n	James Garry\, Systems Assistant at Goldsmiths\, Uni
 versity of London\n	Simone Ngozi Okolo\, Learning Services Manager at Univ
 ersity of East London\n	Anne Roberts\, Customer Services Manager at the Un
 iversity of Warwick\n	Nader Bu-Rashid\, Student IT Support Manager at Angl
 ia Ruskin University\n	Gary Corcoran\, Enquiry Services Librarian at Unive
 rsity of Roehampton\n\n&nbsp\;\n\nProgramme:\n\n0930-1000 – Registration
 \n\n1000-1100 – The University of Warwick Library are using a practical 
 online solution (KnowAll Enquire) to improve enquiry handling and reportin
 g.  Anne Roberts will share her experience from a customer service viewpo
 int.\n\n1100-1115 – Break\n\n1115-1215 – Libanswers provides the abili
 ty to provide chat and email enquiry services and to create FAQs for commo
 n questions. James Garry will be discussing how Goldsmiths have employed t
 he cloud based service including its reporting capabilities.\n\n1215-1300 
 – NorMAN Out Of Hours service allows you to transfer your daytime helpli
 ne phone and email service through to NorMAN while you are closed. Nader B
 u-Rashid will discuss the set-up\, ongoing work and statistics that comes 
 from working with NorMAN.\n\n1300-1400 – Lunch\n\n1400-1500 – Universi
 ty of East London use the online service Questionpoint to provide email an
 d chat enquiry services.  Simone Ngozi Okolo will discuss her experiences
  of using and monitoring enquiries via the service.\n\n1500-1515 – Break
 \n\n1515-1615 – Gary Corcoran will review how the University of Roehampt
 on uses Footprints for IT support and LibraryH3lp for Library enquiries.\
 n\n1615 – Close\n\n&nbsp\;\n\nVenue:\n\nThe Exchange\, City Business Lib
 rary\, Guildhall\, Aldermanbury\, London EC2V 7HH\n\nWebsite - http://www.
 cityoflondon.gov.uk/business/economic-research-and-information/city-busine
 ss-library/Pages/default.aspx\n\n&nbsp\;\n\nCost:\n\n£75 for members and 
 £112 for other institutions.\n\nCancellations less than one week before t
 he event will be charged a 50% cancellation fee. In the event of a ‘no-s
 how’ on the day\, the full fee will be charged.\n\nTo book a place pleas
 e use our online booking form or email the administrator via cpd25@london.
 ac.uk
CATEGORIES:cpd25 Events
LOCATION:City Business Library\, Guildhall\, London\, EC2V 7HH\, United Kin
 gdom
GEO:51.5158188;-0.09198219999996127
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 HH\, United Kingdom;X-APPLE-RADIUS=100;X-TITLE=City Business Library:geo:5
 1.5158188,-0.09198219999996127
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DTSTART:20150329T020000
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