Most newsrooms are drowning in data in 2019, but many are not looking at the right numbers in the most effective manner. Simple metrics like search traffic or pageviews per visit are blunt instruments at best. You have to dig deeper and slice finer to yield valuable strategic and tactical insight — especially in a demanding mobile environment.

The MobileMe&You 2019 conference was held Oct. 25 – Oct. 26, 2019 at the National Center for Supercomputer Applications. To learn more or to join us next year, please visit
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Off Your Seat and On Your Feet: Providing Good Customer Service

What is the definition of “good” customer service? How do personalities, policies and procedures all affect customer services? What are the steps and the “10 commandments” of customer service, and what do we do with those difficult patrons? This webinar provides answers to those questions and includes aspects of circulation front-line service as well as some readers’ advisory services which many small libraries incorporate into their circulation services. The presentation includes some role-playing examples of how to deal with difficult situations, examines the importance of good policies and procedures, and offers practical tips for delivering good customer services in not-so-good circumstances.

MMY19: Are you really watching the right metrics? | Kurt Gessler, Chicago Tribune

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