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UID:46@m25lib.org.uk
DTSTART;TZID=Europe/London:20060726T170000
DTEND;TZID=Europe/London:20060726T170000
DTSTAMP:20170315T110843Z
URL:https://www.m25lib.org.uk/events/mystery-shoppers-m25-quality-working-
 group-joint-event/
SUMMARY:Mystery Shoppers - M25 Quality Working Group Joint event
DESCRIPTION:[B]cpd25 & M25 Quality Group: Mystery shopping in academic libr
 aries\nCouncil Room\, Main Building\, Birkbeck\, \nUniversity of London\, 
 Malet Street\, London WC1E 7HX\n26th July\, 1pm[/B]\nhttp://www.bbk.ac.uk/
 bbk/maps.html\n\nChairs: Philip Payne & Elaine Salter\n\nMystery shopping 
 has been widely used by shops\, service industries\, and other commercial 
 organisations who wish to improve the quality of their customer services. 
  The technique involves employing people to visit and systematically recor
 d their experience of using the service.  The findings can highlight where
  services could be made more welcoming\, easier to use\, and where the cus
 tomer experience can be improved.  How relevant is mystery shopping to aca
 demic libraries? \n\nKatherine Everest from Leeds Metropolitan University 
 will describe the Leeds Mystery Visiting Consortium\, involving the two un
 iversity libraries and the public library in Leeds\, and how the participa
 ting libraries have benefited from their involvement.  \n\nKate Purcell fr
 om Birkbeck will draw upon her experience of mystery shopping in the banki
 ng industry and discuss the extent to which the technique can be applied t
 o academic libraries.   \n\nParticipants will be required to undertake a s
 imple mystery shopping exercise prior to the workshop. This can be done be
 forehand at any library using a template that will be provided.  Alternati
 vely\, participants can choose to do the exercise on the morning of the wo
 rkshop at a number of libraries in central London.  The workshop will comb
 ine presentations with an interactive exercise and discussion.  \n\n\n1.00
 -2.00 	Lunch\n\n2.00-2.05	Introduction\n\n2.05-2.35 	Librarians under Cove
 r: the Leeds Mystery Visiting Consortium\n	Katherine Everest\, Deputy Camp
 us Library Manager (Headingley)\, Leeds Metropolitan University\n\n2.35-2.
 45 	Q&A\n\n2.45-3.30 	Exercise\n\n3.30-3.45 	Tea\n\n3.45-4.00 	Report-back
 \n\n4.00-4.20 	It's worked in banks\, can it work in libraries?\nKate Purc
 ell\, Subject Librarian\, Birkbeck\, University of London\n\n4.20-4.45 	Di
 scussion\n\n4.45      	Close\n\nBooking Info:\n\nCost for cpd25 members is
  £30\, and £50 for other institutions.\n\nPlease note that there are lim
 ited places available for this event. Cancellations less than one week bef
 ore the event will be charged a 50% cancellation fee. In the event of a 
 ‘no-show’ on the day\, the full fee will be charged. \n\nPlease book o
 nline at www.cpd25.ac.uk/booking\, or by contacting Dave Puplett: cpd25@wm
 in.ac.uk
CATEGORIES:M25 Events
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